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Added 24 days ago
Gestionnaire principal , relations client - Principal Relationship Manager , Client service
ADP
Montreal, QC
Other
ADP est à la recherche d’un Gestionnaire principal ou d’une gestionnaire principale, Relations avec la clientèle, doté(e) d’une vaste expérience et d’un esprit stratégique, pour diriger et…
Added 24 days ago
Gestionnaire principal , relations client - Principal Relationship Manager , Client service
ADP
Montreal, QC
Full-time
ADP est à la recherche d’un Gestionnaire principal ou d’une gestionnaire principale, Relations avec la clientèle, doté(e) d’une vaste expérience et d’un esprit stratégique, pour diriger et…
Added 2 months ago
Accounting & Client Relations Manager
Pivot Bookkeeping Incorporated
Halifax, Nova Scotia
Full-time
…and year-round tax reporting. We are hiring an Accounting & Client Relations Manager to run our day-to-day operations, lead a small team, and be the trusted point of contact for our…
Added 9 days ago
Business Development and Client Relations Manager
Apex Occupational Health Solutions Inc
Kitchener, ON
Full-time
Apex is looking for a savvy Business Development & Client Relations Manager to lead our growth charge, translate occupational health-speak into client joy, and help scale services that…
Added 3 months ago
Remote Account Manager Financial Education & Client Relations
Greenleaf Financial Services
Remote, Canada
$60,000 to $70,000 USD / year
Full-time · Remote
Build and maintain professional client relationships
Added 1 month ago
Associate - Client Relations
RPIA
Toronto, ON
Full-time
As an Associate in the Client Relations, you will be responsible for providing high-quality operational and administrative support to the Client Relations team, ensuring accuracy,…
Added 5 days ago
Client Relations & Events Coordinator
McCarthy Tétrault LLP
Calgary, AB
Full-time
Under the guidance and direction of the Client Relations Manager and Client Event Specialists, providing support on the planning and execution of in-person, hybrid and virtual events.
Added 11 days ago
Investor Relations Manager
Intelligenciia
Toronto, ON
Full-time
Our client is seeking a Manager, Investor Relations to support the execution of the Company's investor relations and market-facing communications strategy as it advances its…
Added 4 days ago
Client Manager, Commercial Insurance
Navacord
Calgary, AB
Full-time
The Client Manager is an expert advisor responsible for managing a book of business, servicing clients in a courteous and professional manner, and assisting the producer in obtaining,…
Added 4 days ago
Client Manager, Commercial Insurance
Navacord
Edmonton, AB
Full-time
The Client Manager is an expert advisor responsible for managing a book of business, servicing clients in a courteous and professional manner, and assisting the producer in obtaining,…
Added 1 day ago
Indigenous Client Relations Liaison Team Lead (Evenings)
Jobbe
Halifax, NS
Full-time
DBHC is looking for an overnight full time Indigenous Client Relations Liaisons who will be responsible for working with the urban Indigenous clients at the Diamond Bailey Healing Centre to…
Added 25 days ago
Program Manager, Quality and Client Experience, ATB Client Care
ATB
Calgary, AB
Full-time
As ATB’s next Program Manager, Quality & Client Experience, you will be a strategic leader responsible for designing, implementing, and continuously evolving the Quality and Client…
Added 27 days ago
Community Relations Manager
Aecon
Toronto, ON
Reporting into the Senior Director, Corporate Affairs, the Community Relations Manager plays a vital role in sustaining a best practice approach to all project communication, stakeholder…
Added 4 days ago
Indigenous Client Relations Liaison Team Lead (Evenings)
Mi'kmaw Native Friendship Centre
Halifax, NS
Full-time
DBHC is looking for an overnight full time Indigenous Client Relations Liaisons who will be responsible for working with the urban Indigenous clients at the Diamond Bailey Healing Centre to…
Added 16 days ago
Tenant Relations Manager
The Armour Group Limited
Halifax, NS
Reporting to the Manager of Tenant Services, the Tenant Relations Manager will support Tenants at assigned properties with any day-to-day support needed and providing excellent client…
Added 16 days ago
Manager, Government Relations
StrategyCorp Inc.
Ottawa, ON
$100,000 to $120,000 CAD / year
Full-time
As a Manager in our Federal Government Relations practice, you will lead client engagements, interpret political and policy developments, and turn insight into practical strategies that…
Added 24 days ago
Client Relations & Business Development Specialist
Impact Recruitment
Vancouver, BC
Full-time
Reporting to the Senior Manager, Client Relations & Business Development, you’ll support the Vancouver office as well as assigned national practice and industry groups, with a focus on…
Added 3 months ago
Senior Manager, Client Care
Southwest Ontario Aboriginal Health Access Centre
London, Ontario
As a member of the Senior Leadership Team, the Senior Manager, Client Care is responsible for the strategic leadership, operational oversight and continuous improvement of clinical and…
Added 8 days ago
Manager Client Services
Mosaic North America
Quebec, QC
Full-time
The Client Service Manager will be responsible for all aspects of day-to-day client management and operations while growing the client relationship and driving sales. Focusing on:
Added 8 days ago
Manager Client Services
Mosaic North America
Quebec, QC
Full-time
The Client Service Manager will be responsible for all aspects of day-to-day client management and operations while growing the client relationship and driving sales. Focusing on:
Added 26 days ago
Client Relations & Business Development Specialist
BC Legal Management Association
Vancouver, BC · Greater Vancouver Metropolitan Area
Other
Reporting to the Senior Manager, Client Relations and Business Development, the BD Specialist works with members of the Vancouver office and assigned national practice and industry groups…
Added 1 month ago
Hospitality Manager - Client Centre
MAPLE LEAF LOUNGE
Toronto, ON
Full-time
The Hospitality Manager - Client Centre is an onsite leadership role responsible for overseeing hospitality operations across the Conference Centre, workplace catering, and Executive…
Added 1 month ago
Hospitality Manager - Client Centre
Compass Group Canada
Toronto, ON
Full-time
The Hospitality Manager – Client Centre is an onsite leadership role responsible for overseeing hospitality operations across the Conference Centre, workplace catering, and Executive…
Added 5 days ago
Client Manager, Commercial Insurance
Navacord
Calgary, AB · Edmonton, AB
The Client Manager is an expert advisor responsible for managing a book of business, servicing clients in a courteous and professional manner, and assisting the producer in obtaining,…
Added 2 months ago
Bilingual Senior Manager, Client Finance Operations – Québec Clients
Burson
Toronto, Ontario
Serves as the dedicated Senior Manager for day-to-day client finance operations across assigned Québec-based clients, with primary focus on the L'Oréal program as the largest and most…

ATB

Program Manager, Quality and Client Experience, ATB Client Care

Calgary, AB, Canada

Job type: Full-time
Experience: Experience: 3–5+ years managing QA or CX teams within a contact center environment, preferably in financial services or a regulated sector.
Posting language: English
Posted: Aug 25, 2026

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Applications open in a new tab.

Original job description

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you - the unique, authentic you - to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready to deliver impactful leadership every day.

About the Role

As ATB’s next Program Manager, Quality & Client Experience, you will be a strategic leader responsible for designing, implementing, and continuously evolving the Quality and Client Experience framework within ATB’s Client Care contact center. Leading a dedicated team of Quality & Client Experience Analysts, you will ensure every client interaction - across voice and digital channels - meets rigorous regulatory and performance standards while generating strategic insights to fuel operational excellence and agent upskilling.

Accountabilities

Team Leadership & Program Governance

People Leadership: Direct, mentor, and develop a team of Analysts, ensuring precision and high detail accuracy in performance evaluations.
Calibration & Consistency: Facilitate advanced calibration sessions across Analysts and Client Care Leadership to maintain evaluation objectivity.
Systems Management: Oversee Quality Management Systems (e.g., Genesys) and reporting tools (e.g., Tableau, Gemini) to monitor operational trends.
Dispute Resolution: Act as the final escalation point and decision-maker for quality review disputes.
Manage Daily Operations: Manage daily operations to align with client care requirements, ensuring the delivery of quality audits and operational excellence.
Framework Maintenance: Implement and scale a robust quality framework with standardized tools, processes, and daily operational oversight.

Strategic Process Improvement

Insight Synthesis: Translate raw findings from analyst evaluations into high-level actionable insights for Senior Leadership.
Root Cause Analysis (RCA): Lead deep-dive RCA initiatives alongside Operations, Policy, and IT teams to eliminate systemic risks and process gaps.
Journey Optimization: Drive cross-functional initiatives to resolve friction points in customer journeys and streamline procedural requirements.

Training & Upskilling Integration

Feedback Mechanisms: Build formal feedback loops ensuring QA trends directly shape Learning & Development (L&D) curricula.
Cross-Functional Collaboration: Partner with L&D teams to design and deploy targeted upskilling modules based on performance gaps.
Coaching Support: Empower Team Leaders to deliver constructive feedback that strikes a balance between a "high-care" and "high-performance" environment.

Knowledge, Skills and Experience

Experience: 3–5+ years managing QA or CX teams within a contact center environment, preferably in financial services or a regulated sector.
Banking Acumen: Deep understanding of banking policies, financial products, and mandated regulatory compliance.
Analytical & Technical Skills: Expertise in statistical analysis and reporting software (Tableau, Power BI, Python, Google Workspace); experience conducting Training Needs Identification (TNI).
Omnichannel QA: Hands-on experience developing quality standards across non-voice channels (Chat, Email, Social) using modern QMS tools (AI scoring, text analytics).
Certifications: Six Sigma Green Belt (or similar Lean/process improvement certification) within a call center environment is strongly preferred.
Stakeholder Management: Exceptional ability to work collaboratively with frontline teams, Team Leaders, and Senior Leadership to drive change.
Strategic Communication: Ability to articulate complex performance data clearly and concisely to diverse audiences.

Performance Indicators (KPIs)

Program Impact: Measurable improvements in CSAT and Voice of Customer (VOC) metrics.
Team Precision: Analyst calibration maintained within 15% of the "Gold Standard" baseline.
Compliance: 100% adherence to all operational risk and regulatory standards.
Training ROI: Quantifiable reduction in performance gaps post-upskilling deployment based on feedback provided.

Workplace Arrangement

You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs.

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role - but you might not check all the boxes - we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed - their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]

Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.

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More about this job

Responsibilities

The Program Manager will design and implement a quality and client experience framework for the contact center while leading a team of analysts. They will also synthesize operational data into actionable insights and collaborate with cross-functional teams to drive process improvements and agent upskilling.

Requirements

Candidates should have 3–5+ years of experience managing QA or CX teams within a contact center, preferably in the financial services sector. Proficiency in analytical tools like Tableau, Power BI, or Python and a strong understanding of regulatory compliance are essential.

Skills

Program management
Quality assurance
Client experience
Team leadership
Data analysis
Statistical analysis
Tableau
Power BI
Python
Genesys
Root cause analysis
Stakeholder management
Strategic communication
Banking compliance
Process improvement
Training needs identification

Benefits

Learning and development
Performance enablement
Flexible work programs
Inclusive work environment

Visa sponsorship

Not detected in the job text

Keywords

Program Manager
Quality Assurance
Client Experience
Contact Center
Financial Services
Genesys
Tableau
Power BI
Python
Six Sigma Green Belt
Root Cause Analysis
Omnichannel
Regulatory Compliance
Performance Management
Data Analytics
Upskilling
Customer Journey
Operational Excellence
Calibration
Banking Acumen
Strategic Leadership
Training Needs Identification
Voice of Customer
CSAT
Lean
Process Improvement
Reporting Tools
Stakeholder Management
Performance Indicators
Team Leadership

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