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Assistant manager, contact centre

Meridian Credit Union

This is a Full-time position in St Catharines, ON posted June 30, 2019.

Purpose of the Job As a part of the Contact Centre leadership team, the primary responsibility for this position is to manage a Digital Lending sales team within the Contact Centre.

The incumbent will lead, coach, and manage the team to achieve business, professional and personal development objectives.

The incumbent will provide advice and strategies in order to genuinely build and develop relationships with Members which will deepen their overall relationship with Meridian and enhance Member experience through voice and web channels.

Provide leadership, direction and development to all employees modelling Meridian corporate values.

It will be the expectation that the incumbent will lead and model quality experience at every Member interaction to demonstrate Meridian’s commitment of being a Member centric company where we are a Proactive, Genuine, and Partner with our Members.

As well the incumbent will be responsible for general channel administration, product launches and campaigns.

Key Responsibilities Lead, coach and develop on-site and remote employees in an engaging work environment in order to achieve results based on sales revenue, targets, profitability and portfolio growth Responsible for hiring, training, developmental plans, performance management, coaching, feedback and performance improvement plans in collaboration with the Senior Manager Manage on-site and remote Digital Lenders including hiring of new employees, training, learning and development plans, performance management, coaching, and performance improvement plans Participate as a Member of the Contact Centre leadership team, supporting and promoting CC initiatives Develop and execute on strategies to achieve Contact Centre sales and service objectives Effectively engage employees in the sales management process using training and tools to improve the quality of advice offered to Members Manage day-to-day operations which includes scheduling and audit compliance.

Processes work in accordance to standard compliance, audit, policies and procedures Lead all team Members with respect to Member satisfaction, ensuring a positive and consistent Member experience Maintain a thorough knowledge and understanding of all Meridian products and services and their related features and benefits In conjunction with the Contact Centre Manager, develop and implement Contact Centre strategies, goals, objectives, budgets, expense controls and overall Contact Centre efficiencies Develop and execute on strategies to generate new business opportunities and grow existing relationships Lead in campaigns and other channel activities o Build external centres of influence to optimize sales and service results o Proactively identify and promote business opportunities for Meridian o Genuinely answer Member questions and provide information and solutions on Meridian products and services that have been escalated by staff.

o Resolve Member concern issues at have been escalated by staff Attend and actively participate in Assistant Branch Manager Meetings, sharing best practices and ideas Knowledge, Skills and Experience Post-Secondary education in a business or related field or relevant working experience Several years of previous people management experience Previous experience in a relevant financial services environment including personal account management and in-depth knowledge of lending products Organizational, influencing and presentation skills Advanced credit and interviewing techniques, credit investigation and underwriting skills is a requirement Computer literate in a windows environment Experience the Difference Thank you for your interest in Meridian Credit Union.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Meridian is committed to providing accommodations for people with disabilities.

Should you require an accommodation, we will partner with you to meet your needs.

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