Manager – Customer Experience and Direct Sales

LEADERSHIP IS YOUR calling.

The Opportunity
When you recall the best Call Centre experience you ever had, you can’t help but think, “How would I have done it even better?” Putting smiles on people’s faces – even over the phone – is just what you do. You’re an excellent communicator who listens when people talk; and when you talk, people listen. For you, it’s all about coaching a team to deliver results, and the satisfaction of resolving service challenges with innovative solutions. We love that about you.

The Team You’ve Been Looking For
Bridgewater Bank is more than a financial institution; we’re a team of passionate people who care deeply about helping others succeed. Unlike traditional banks, we have no branches. This means less time managing logistics and more time focused on providing straightforward, honest service and smart financial solutions that support our clients in reaching life’s biggest milestones.

As a wholly owned subsidiary of AMA, we share a proud legacy of service and a commitment to doing the right thing for our customers, our communities, and each other. At Bridgewater Bank, you’ll be part of a nimble, forward-thinking organization where your ideas matter, your contributions are valued, and your growth is encouraged. We’re driven to make a positive impact and our close-knit culture values flexibility, innovation, and genuine connection. As part of the Bridgewater team, you’ll enjoy:

• Competitive salary and flexible benefits
• Employer-paid retirement savings program
• Employee-exclusive discounts on travel, insurance, memberships, and more
• Free travel medical insurance for you and your immediate family
• Ongoing professional development
• Flexible work models that make sense for your lifestyle

Who You Are

• You're a born problem-solver with a knack for analyzing issues and finding the perfect solution.
• You’re a supportive coach who enjoys collaboration. Bringing out the best in others, brings out the best in you.
• You believe in accountability and always lead by example. Deadlines are never missed.
• You’re an expert juggler whose talent for multitasking keeps strategic priorities moving forward.
• You’re a champion of customer experience. Seriously, the Olympics just need to create a category for it!

How You’ll Make an Impact

• Report to the Director, Service and Operations.
• Ensure exceptional service delivery in a Contact Centre environment.
• Lead the Customer Service and Direct Sales team to deliver high-quality, timely products and services in accordance with Bridgewater’s goals and objectives.
• Communicate performance expectations and hold employees accountable for results.
• Coach employees to succeed in their roles – including recruitment and training of new employees.
• Support Bridgewater Bank as a telephony expert, and act as a liaison to AMA Telephony.
• Prepare and enact, when necessary, a BPC plan for CEC and Direct Sales.
• Administer the Bank’s call recording program and escalation platform (ECHO), while providing employees with support in both system usage and escalation handling.
• Help identify customer-related issues and develop positive customer options.
• Investigate and report privacy concerns.
• Act as the primary point of contact for the Bank’s four-step escalation process at Level 2, and support ombudsman at Level 3.
• Ensure an optimal renewal process for our mortgage and direct deposits customers.
• Manage headcount for CES, Direct Sales, and Admin Reception according to staffing budget.
• Ensure collection of all fees by the CEC and Direct Sales team.
• Assist existing customers in changing their mortgage when facing life events and home changes to ensure continued revenue for the Bank.

What You Bring to the Table

• You have post-secondary education in a relevant field, such as commerce, business management or finance – or the equivalent combination of education and experience.
• You have at least 10 years’ experience supervising successful teams in a fast-paced customer service and sales environment.
• You get Brownie points if you have advanced understanding of financial performance metrics, and experience working in the financial services industry.
• You’re proficient with such software programs as Microsoft Office Pro (especially Excel), Outlook, Visio, Wealthview, and Contact Centre software (recording, scheduling and reporting programs).
• You’re no newbie in a Contact Centre. Your CV includes experience working with telephony applications and multi-channel service delivery.
• You can share examples of your ability to be detail-oriented yet still see the big picture when it comes to process and system-related issues. Analytics are where you shine!
• You have experience with queue management and design.
• You’re fluent in conflict management and have a demonstrated knack for resolving escalated customer issues.

Belonging Matters Here
AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact [email protected]. We’ll work with you feel supported throughout your journey with us.

WORK MODEL:

We thank all applicants for their interest; however, only those selected for an interview will be contacted.