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Added 17 mins ago
CI
Administrative Assistant - Professional Development and Events
Catholic Independent Schools Vancouver Archdiocese (CISVA)
Vancouver, BC
- Full-time
Our Catholic schools provide each student with an education rooted in the Gospel of Jesus Christ. Guided by the Holy Spirit and Catholic teaching, in partnership with home and parish, our…
Added 46 mins ago
IF
Student, Insured Annuities
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
As a Student, Insured Annuities, you will play a key role in implementing new insured annuity sales and carrying out administrative work.
Added 46 mins ago
Sr. Talent Acquisition Specialist
KEV Group
Toronto, ON · Kitchener, ON
…stay compliant, reduce risk, and focus on what matters most, student…
Added 1 hour ago
AC
Finance Manager, Academic
Algonquin College
Ottawa, ON
- Full-time
…plans (operating and capital funding) and delivers reliable analytics that inform program viability, resource allocation and contribution targets for their assigned…
Added 1 hour ago
WU
Graduate Research Student
Western University
London, ON
- Other
Role Description The Graduate Research Student will contribute to ongoing research projects under the guidance of a faculty supervisor, engaging in tasks such as literature reviews, data…
Added 1 hour ago
Sessional Lecturer - STA258H5S LEC104 Stats with App Prob (emerg posting)
University of Toronto
Mississauga, ON
…grades and submitting the final course grades; dealing with student petitions, setting and grading a make-up exam if…
Added 2 hours ago
W
Machine Learning Scientist I
Wayfair
Toronto, ON
- $132,440 to $145,684 CAD / year
- Full-time
This is a Toronto based opportunity with a 3 day in office expectation (Tuesday - Thursday) with 2 days remote (Monday and Friday)
Added 2 hours ago
Testing Centre Information Management Specialist - App. D/Temp. Assignment (Nov. 2026 - March 2027)
Mohawk College
Hamilton, ON
…Testing. They will also be responsible for supporting other student success initiatives at all campuses as…
Added 3 hours ago
MD
Portfolio Coordinator - Information Technology Spec 3
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Work Shift/Work Hours: Day Shift / 8:00 AM - 4:30 PM
Added 3 hours ago
C
Corporate Trust Officer
Computershare
Toronto, ON
- Full-time
Minimum 1 year experience as articled student /or practicing lawyer /or 3-5 years experience in financial, corporate/commercial or securities industry at an intermediate or professional…
Added 3 hours ago
CC
Corporate Trust Officer
Computershare Canada
Toronto, ON
- Full-time
Minimum 1 year experience as articled student /or practicing lawyer /or 3-5 years experience in financial, corporate/commercial or securities industry at an intermediate or professional…
Added 3 hours ago
R
Advisor, Talent and Culture
RONA
Boucherville, QC
- Full-time
Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
Added 4 hours ago
MD
NR Program Consultant -Reservation & POS System Consultant
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Work Shift/Work Hours: Day Shift · The days of work are Monday through Friday day shift and may include some weekends
Added 4 hours ago
MD
Information Technology Spec 3
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Work Shift/Work Hours: Day Shift/ 8:00am-5:00pm
Added 4 hours ago
HS
Senior Product Manager - 12 month contract
Henry Schein One UK
Surrey, BC
- Contract
Where you’ll work: This is a hybrid role, with two days in office per week to facilitate brainstorming and team building
Added 4 hours ago
A
Contracts & Contingent WF Analyst
Airswift
Calgary, AB
- Contract
● Monitor Workforce Reporting and Data Analytics Prepare and maintain workforce reports, dashboards, and metrics using Excel, SharePoint, Power BI, and other business systems.
Added 4 hours ago
SS
Promotions and Marketing Assistant -Newnham
Seneca Student Federation Inc.
Toronto, ON
- Part-time
Must reside in Ontario · Must have a valid Social Insurance Number
Added 4 hours ago
SS
Promotions and Marketing Assistant -York
Seneca Student Federation Inc.
Toronto, ON
- Part-time
Must reside in Ontario · Must have a valid Social Insurance Number
Added 4 hours ago
B
Co-op/Intern or New Grad, Digital Marketing - January 2027
BDO
Toronto, ON
- Full-time
The Co-op student, Intern or recent graduate will support the Lifecycle & Automation team, who sits within the broader Digital Marketing Team, by assisting with day-to-day operations, lead…
Added 4 hours ago
IB
Career Programming Associate
Ivey Business School at Western University
London, ON
- Full-time
Leverage data analytics and feedback to tailor resources to student preferences and requirements, establishing metrics for success and utilizing data insights for strategic improvements.
Added 4 hours ago
CI
Student Intern, Analytics Centre of Excellence
Celestica International LP
Toronto, ON
- $24 to $30 CAD / hour
Possibility of a student casual contract position after completion of internship
Added 4 hours ago
Data Analyst, Business Intelligence (BI)
University of Toronto
Toronto, ON
The Office of the Registrar is responsible for student recruitment and admissions, direct and online service to current students, including registration, financial aid, scholarships,…
Added 4 hours ago
Systems Support Representative
University of Toronto
Toronto, ON
…applications and institutional systems such as ROSI (Repository of Student Information), GradApp (Slate), Graduate Portal, and eMarks. This includes troubleshooting issues, guiding users…
Added 4 hours ago
Registrar
University of Toronto
Toronto, ON
…and business process improvement initiatives. Leveraging data analytics, technology, and evidence-informed practices, the incumbent drives operational excellence, supports informed…
Added 5 hours ago
BU
Administrative Coordinator, Co-op Education & Workplace Partnerships
Brock University
St. Catharines, ON · Main Campus (Employees)
- Full-time
…maintaining the integrity, accuracy, and effective use of co-op student data and related information…

Export Development Canada | Exportation et développement Canada

Manager, Customer Care Team - EN 936

Toronto, ON, Canada

$112,006 to $149,341 CAD / year · Full-time

Apply on LinkedIn About employer

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Job details

Pay: $112,006 to $149,341 CAD / year
Job type: Full-time
Apply by: Apr 26, 2027
Posting language: English
Posted: Oct 28, 2026

Original job description

Application deadline: November 16th, 2026 at 12:00PM ET

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Position: Manager, Customer Care Team

Employment Type: Permanent

Compensation Details:

Mgr Customer Care 19: Salaries typically range from $112,006 to $149,341 annually, based on qualifications and experiences, plus a performance-based incentive

Location:

Export Development Canada operates under a hybrid work model, with employees currently required to work from the office three days per week.
This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, or Montreal
Relocation assistance is available for candidates who meet the eligibility criteria

Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.

About EDC:

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade
Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays
Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training
Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed
Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy
Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs

Team Overview:

The Customer Care Team is the inbound service hub for EDC customers and partners, providing front-line support across the customer journey, including digital and portal navigation, policy administration, credit, billing, claims support, onboarding and general product and service inquiries. The team is part of EDC's Inbound Sales & Service, Small Business and Inclusive Trade group and works across business lines to make it easier and faster for customers and partners to obtain the right help at the right time.

The team is entering an important next stage of its evolution. We are strengthening a digital-first, human-enabled service model that improves first-contact resolution, builds customer loyalty, supports self-service adoption and scales through skills-based routing, standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build expertise and grow their careers.

What you will be doing:

Reporting to the Director, Inbound Sales & Service, Small Business and Inclusive Trade, you will lead the Customer Care Team and its day-to-day service delivery while helping transform how EDC delivers inbound support and sales. You will balance customer experience, employee experience and operational performance, using data and continuous improvement to reduce customer effort, improve quality and efficiency, and strengthen service across the broader group.

Lead, coach and develop a bilingual, customer care team, building accountability, engagement and a strong talent pipeline.
Apply workforce-management best practices to optimize forecasting, scheduling, capacity, queues, service levels, quality and business continuity.
Improve customer satisfaction, loyalty and first-contact resolution while reducing customer effort and avoidable hand-offs.
Advance a digital-first, human-enabled model using self-service, knowledge tools, intelligent routing, automation and AI-enabled capabilities.
Use customer, operational and employee data to identify issues, set priorities and improve performance.
Build strong relationships and work collaboratively with stakeholder teams across EDC to resolve complex issues and improve end-to-end service.
Standardize work, strengthen controls and remove root causes of rework and inefficiency across the broader group.
Lead change with clarity, build cross-functional alignment and deliver business plans and KPI commitments.
Occasional leadership support outside regular business hours may be required

What we are looking for:

Undergraduate degree in business, finance, economics or a related field, or an equivalent combination of education and experience.
At least seven years of progressive experience in a contact centre, advice centre, virtual banking or financial-services operation.
Strong command of queue and service-level management, capacity planning, quality assurance, escalations and operational performance.
Experience leading contact centre or virtual-banking transformation, including process standardization, digital adoption, skills-based routing, automation or continuous improvement.
Demonstrated success using data to improve customer and employee outcomes, productivity and efficiency while maintaining quality, risk and compliance standards.
Strong change leadership, communication and cross-functional influence, with the courage and adaptability to lead through ambiguity.
Bilingual in both official languages (English and French)

What will make you stand out:

Leadership experience in a high-volume service environment such as a contact centre, advice centre or virtual banking team within a financial institution, including performance coaching, talent development and employee engagement.
A record of measurable gains in customer satisfaction, first-contact resolution, digital adoption, service levels, employee engagement, retention or cost-to-serve.
Experience with Genesys, ServiceNow, Salesforce or comparable CRM, telephony, workforce, quality, knowledge-management and analytics platforms.
Experience supporting business customers within insurance or lending industries

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

Student Program Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizen, Permanent Residents or Work Permit). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website at https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.

Privacy Notice

By applying for this job you acknowledge that you have read and understood EDC's Privacy Notice for Job Applicants, which outlines how we collect, use, retain, and safeguard personal information during the recruitment process, as well as your rights of access and correction

Apply on LinkedIn About employer

More about this job

Responsibilities

Lead the Customer Care Team’s daily service delivery, coaching and developing employees while managing workforce capacity, queues, service levels, quality, and business continuity. Drive a digital-first, human-enabled service transformation by using data, self-service, routing, automation, and process improvements to strengthen customer outcomes and operational performance.

Requirements

Requires an undergraduate degree in business, finance, economics, or a related field, or equivalent education and experience, plus at least seven years of progressive experience in a contact centre, advice centre, virtual banking, or financial-services operation. Candidates must have strong operational and transformation experience, data-driven improvement skills, change leadership and cross-functional influence, and fluency in English and French.

Skills

Contact Centre Leadership
Customer Care
Workforce Management
Capacity Planning
Queue Management
Service-Level Management
Quality Assurance
Performance Coaching
Change Leadership
Data-Driven Decision-Making
Process Standardization
Continuous Improvement
Digital Adoption
Skills-Based Routing
Cross-Functional Collaboration
Bilingual Communication

Benefits

Competitive Compensation
Performance-Based Incentive
Hybrid Work Options
Paid Vacation
Corporate Closure Period
Summer Early Fridays
No-Meeting Fridays
Professional Development
Training Programs
Workshops
Language Training
Wellness Programs
Mental Health Support
Fitness Programs
Volunteer Opportunities
Relocation Assistance

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Contact Centre
Inbound Sales And Service
Financial Services
Workforce Management
Forecasting
Scheduling
Capacity Planning
Queue Management
Service Levels
Quality Assurance
Escalation Management
First-Contact Resolution
Customer Satisfaction
Customer Loyalty
Digital-First Service
Self-Service
Knowledge Management
Skills-Based Routing
Automation
Artificial Intelligence
Continuous Improvement
Process Standardization
Business Continuity
Data Analytics
Genesys
ServiceNow
Salesforce
Insurance
Lending

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Work requirements

Jobs in Canada