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About the Role

The Customer Care Team is the inbound service hub for EDC customers and partners, providing front-line support across the customer journey. This role will help shape the transformation of a digital-first, human-enabled service model, creating an engaging, inclusive environment where employees can build expertise and grow their careers.

Responsibilities

Lead the Customer Care Team and its day-to-day service delivery.
Transform how EDC delivers inbound support and sales.
Balance customer experience, employee experience, and operational performance.
Use data and continuous improvement to reduce customer effort, improve quality and efficiency, and strengthen service.
Lead, coach, and develop a bilingual, customer care team, building accountability, engagement, and a strong talent pipeline.
Apply workforce-management best practices to optimize forecasting, scheduling, capacity, queues, service levels, quality, and business continuity.
Improve customer satisfaction, loyalty, and first-contact resolution while reducing customer effort and avoidable hand-offs.
Advance a digital-first, human-enabled model using self-service, knowledge tools, intelligent routing, automation, and AI-enabled capabilities.
Use customer, operational, and employee data to identify issues, set priorities, and improve performance.
Build strong relationships and work collaboratively with stakeholder teams across EDC to resolve complex issues and improve end-to-end service.
Standardize work, strengthen controls, and remove root causes of rework and inefficiency.
Lead change with clarity, build cross-functional alignment, and deliver business plans and KPI commitments.
Provide occasional leadership support outside regular business hours.

Requirements

Undergraduate degree in business, finance, economics, or a related field, or an equivalent combination of education and experience.
At least seven years of progressive experience in a contact centre, advice centre, virtual banking, or financial-services operation.
Strong command of queue and service-level management, capacity planning, quality assurance, escalations, and operational performance.
Experience leading contact centre or virtual-banking transformation, including process standardization, digital adoption, skills-based routing, automation, or continuous improvement.
Demonstrated success using data to improve customer and employee outcomes, productivity, and efficiency while maintaining quality, risk, and compliance standards.
Strong change leadership, communication, and cross-functional influence, with the courage and adaptability to lead through ambiguity.
Bilingual in both official languages (English and French).
Must be able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents).
Must meet the requisite government security screening requirements.

Skills

Performance coaching
Talent development
Employee engagement
Customer satisfaction
First-contact resolution
Digital adoption
Service levels
Cost-to-serve
Genesys
ServiceNow
Salesforce
CRM
Telephony
Workforce management
Quality management
Knowledge management
Analytics platforms

Location

Ottawa
Toronto
Montreal

Work Type

Hybrid
Permanent

Experience Level

Manager

Education Level

Undergraduate degree in business, finance, economics or a related field, or an equivalent combination of education and experience.

Salary/Compensations

$112,006 to $149,341 annually, plus a performance-based incentive.

Benefits

Competitive compensation & benefits package
Work-life balance
Opportunity to help make Canada and the world better through trade
Hybrid work options
3 to 4 weeks paid vacation
Corporate closure period
Summer early Friday’s
No meeting Fridays
Continuous learning opportunities, including training programs, workshops and language training
Diverse and inclusive workplace
Wellness initiatives
Mental health support
Fitness programs
Volunteer opportunities
Relocation assistance

About the Company

At EDC, we support Canadian businesses to succeed globally.
We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally.
As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Equal Opportunity

EDC is committed to Fair Employment Practices.
EDC is committed to fostering employment equity and building a diverse workforce.
We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities.
At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs.
Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca.