Manager, Client Solutions - Inbound Sales & Outbound NS

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Requisition
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Leads and oversee Sales team at Client Experience Center ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies and procedures. The Manager, Virtual Solutions is responsible for leading a team of approximately 15 employees – subject matter experts, with sound problem resolution skills, handling live client calls. The Manager, Inbound & Outbound Virtual Solutions
- Sales reports to the Senior Manager, Virtual Solutions
- Sales.

The Manager’s primary focus will be to coach a team of Client Solutions Advisors (VSAs) and act as the first line of contact for CSAs, ensuring they are client-focused, high‑performing teams that deliver excellent client experience and drive change and innovation. Target is to spend most of the Manager’s time on Coaching.

The Manager is responsible for providing coaching, direct leadership, expertise and guidance to the CSAs as it relates to client service behaviors, product knowledge, process and policy support and system functionality.

Accountabilities

1.
Superior leadership and coaching to motivate and develop individual VSA performance on the sales team by:

• Leads and drives a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Ensuring that they develop a team of high‑performing, subject matter experts with sound problem resolution skills. In addition, develop their CSAs to be knowledgeable, confident agents that focus on first contact resolution and deliver personalized advice and solutions for our clients
• Ensuring all CSAs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing CSA YE commentary and one‑on‑one delivery discussions
• Engaging in coaching as an ongoing observational activity with CSAs by providing relevant feedback and coaching during live call observations, side‑by‑side, group coaching and skill building
• Reviewing CSA client interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions
• Regularly scheduling one‑on‑one coaching with CSAs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality
• Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required
• Ensuring employee development is a priority for CSAs through regular PDP discussions
• Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement
• Identifying, delivering and supporting training and developmental needs of team members
• Leading team meetings to acknowledge positive results, providing regular recognition of the CSAs for delivering exceptional client experiences, and to communicate the team’s focus
• Support new CSAs with onboarding and transition from training to the floor
• Driving the internal communication process by ensuring the CSAs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any ongoing critical changes affect clients and employees, to improve the day‑to‑day efficiency of the Centre as well as client service overall
• Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members
• Building effective working relationships across the team and with various business lines and corporate functions

2. Actively promote the delivery and achievement of…