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About the Role

EDC helps Canadian businesses succeed abroad by providing the financial tools and expertise needed to explore new markets and reduce risks, with the goal of building a better Canada and world through trade.

Responsibilities

Lead the Customer Service Team and daily service delivery, while contributing to transforming how EDC handles sales and inquiries.
Balance customer experience, employee experience, and operational performance, leveraging data and continuous improvement.
Lead, coach, and develop a bilingual customer service team, fostering accountability, engagement, and talent development.
Apply workforce management best practices to optimize forecasting, planning, capacity, queues, service levels, quality, and business continuity.
Improve customer satisfaction and loyalty, and first-contact resolution rates, while reducing customer effort and avoidable escalations.
Champion a digitally enabled, human-powered service model through self-service, knowledge tools, intelligent routing, automation, and AI capabilities.
Utilize customer, operational, and employee data to identify issues, prioritize, and improve performance.
Build strong relationships and collaborate with stakeholder teams across EDC to resolve complex issues and improve end-to-end service.
Standardize work processes, strengthen controls, and eliminate root causes of rework and inefficiency across the group.
Lead change with clarity, foster cross-functional alignment, and ensure the delivery of business plans and KPI commitments.
Occasional support to the team outside of normal working hours may be required from the leader.

Requirements

Undergraduate university degree in business, finance, economics, or a related field, or an equivalent combination of education and experience.
A minimum of seven years of progressive experience within a call center, contact center, virtual banking, or financial services organization.
Excellent command of workforce management, service level management, capacity planning, quality assurance, hierarchical escalations, and operational performance.
Experience leading call center or virtual banking transformation projects, including process standardization, digital adoption, skills-based routing, automation, or continuous improvement.
Proven ability to use data to improve customer and employee outcomes, productivity, and efficiency, while maintaining quality, risk management, and compliance standards.
Strong change leadership, communication, and cross-functional influence skills, along with demonstrated courage and adaptability to lead in an uncertain environment.
Proficiency in both of Canada's official languages (English and French).

Skills

Leadership
Change management
Communication
Cross-functional influence
Adaptability
Workforce management
Service level management
Capacity planning
Quality assurance
Hierarchical escalations
Operational performance
Data analysis
Process standardization
Digital adoption
Skills-based routing
Automation
Continuous improvement
Customer satisfaction
Customer loyalty
First-contact resolution
Customer effort reduction
Bilingualism (English and French)

Location

Ottawa
Toronto
Montreal

Work Type

Hybrid
Permanent

Experience Level

7+ years of progressive experience

Education Level

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

Salary/Compensations

$112,006 - $149,341

Benefits

Competitive compensation and benefits package
Work-life balance
Three to four weeks of vacation
A period of closure
Shortened summer Fridays
Meeting-free Fridays
Continuous learning opportunities
Training programs
Workshops
Language training
Diverse and inclusive workplace
Wellness initiatives
Mental health support
Fitness programs
Community investment opportunities
Volunteer activities

About the Company

At EDC, we help Canadian businesses succeed abroad.
As a Crown corporation with a financial mandate, EDC offers innovative financial solutions and expert advice to help businesses explore new markets, mitigate risks, and grow.
We are committed to building a better Canada and a better world through trade.

Equal Opportunity

EDC is committed to fair employment practices and preference will be given to candidates who are legally eligible to work in Canada.
Candidates must meet government security requirements.
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 of all backgrounds, abilities, and skills.
EDC promotes a culture of inclusion and belonging where every person has an equal opportunity to develop, grow, succeed, and reach their full potential.
EDC is committed to respecting confidentiality and ensuring that any accommodation provided is tailored to your needs.