Tangerine

  • Senior Manager, Outbound and Borrowing

    Location
    CA-ON-Toronto
    Job Type
    Regular Full-Time
    Department
    Toronto Service & Sales - 1012
  • Job Description

    DEPARTMENT SUMMARY:

    Service and Sales is one the main avenues of non-technical contact for Canadians with Tangerine. Whether Clients choose to reach out by phone, email or chat, we are here to support their needs. The Contact Centre is located in Toronto and Moncton and has well over 300 employees collectively. Our frontline Agents drive business forward by listening to what our Clients (and prospective) Clients need. This human element has been a key differentiator for Tangerine since the virtual doors opened and still is today.

    ROLE PURPOSE:

    The Senior Manager of Outbound and Borrowing reports directly to the Director of Service and Sales Toronto and provides leadership to multiple teams with respect to exceeding sales, delivering a world class client experience and productivity goals. The Senior Manager is responsible for driving tactics that support the timely and accurate management and overall performance of the Outbound and Mortgage teams.   This leader will also manage change leadership for the function as it continually adapts to new technology and other approaches to support the delivery of a world class customer service experience.

     

    The Senior Manager of Outbound and Borrowing leads the following positions: Manager of Borrowing, Manager of Outbound Service and Manager of Outbound Sales. 

     

    ROLE ACCOUNTABILITIES:

    • Provide leadership to the Toronto Service and Sales organization in implementing service and sales objectives that appropriately reflect the organization’s vision.
    • Work and collaborate with Service and Sales peers to build the departmental capability and tactical plans to support the corporate strategy.
    • Drive sustainable growth including new client acquisition and entrenching existing Client relationships.
    • Ensure that the goals of the department are achieved through delivery of service levels and development of high performing teams, including establishing accountability and on-going coaching and development.
    • Provide recommendations and implement solutions to maximize the effectiveness of the Outbound and Mortgage teams as well as other areas of the department.
    • Ensure that the departments’ Performance Management Program is effectively delivered and is calibrated across all teams.
    • Provide leadership and stewardship of company policies and goals and adherence to the same.

    • Manage a strong positive relationship between regional centers (e.g. Moncton) and provide optimum levels of feedback including trends and related analysis in order to realize optimum synergies in all areas.
    • Act as a change agent in the department and throughout the bank.
    • Lead, coach and develop teams, bringing energy and passion for the business.
    • Conduct performance assessments with reports at least semi-annually.
    • Responsible for understanding and complying with the Regulatory Compliance Framework including the Anti-Money Laundering/Anti-Terrorist Financing and Sanctions Policy and all AML related policies, procedures and controls within the department.
    • Other duties as assigned. 

     

    MINIMUM QUALIFICATIONS:                                                                                                                                                  

    • Education/Experience
      • University Degree in Business Administration or equivalent training or work experience
      • Minimum 7 years of experience in the service industry, understanding of call center operations
      • At least 5 years in a management role 

    WORKING CONDITIONS:                                  

    The Senior Manager, Outbound and Borrowing will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.

     

    DIRECT REPORTS:

    Yes.

     

    DISABILITY ACCOMMODATION:

    Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.

    MANAGING RISK:

    All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.

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