Senior Team Leader - Flex Team

Overview

Note: This role is available in Montreal and Toronto. Employees within commutable distance of a Centre will be required to work according to PBO guidelines.

What is the role?

You will manage a team in the Centralized Flex group that includes Centralized FLEX agents who cover a variety of teams within PBO. You will provide quality leadership within Canadian Banking Client Operations, with a focus on achieving an enhanced client experience by meeting or exceeding established service quality standards. You will focus on overall effectiveness of the team through quality coaching and feedback, talent management, quality, accuracy and efficiency of the fulfillment/servicing processes and overall unit/team operations. You will lead, develop and maintain applicable product and process knowledge for the team and provide a clear line of sight for the client experience, while ensuring adherence to operational risk, compliance and AML requireme...