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Added 13 mins ago
Product Specialist - Individual Insurance
Wawanesa Insurance
Calgary, AB · AB · Vancouver, BC · Wawanesa, MB · Winnipeg, MB · Moncton, NB · Dartmouth, NS · Kitchener, ON · Ottawa, ON · Toronto, ON · ON · Montreal, QC · Hybrid - Canada, ON · Edmonton, AB (Hybrid), AB · North York - Toronto, ON (Hybr, ON
…eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension…
Added 13 mins ago
Manager, Underwriting - Programs & Operations - WSI
Wawanesa Insurance
Toronto, ON · North York - Toronto, ON (Hybr, ON
The Manager, Underwriting – Programs & Operations leads underwriting, portfolio management, reinsurance coordination and operations for the Programs division. The role ensures business…
Added 13 mins ago
Bilingual Wealth Management Intern (Student/New Grad)
The Canada Life Assurance Company
Montreal, QC
Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
Added 13 mins ago
Global Mobility - Expatriate Tax - Manager - Vancouver
EY
Vancouver, BC
As a Manager within our Mobility – Expatriate Tax team, you will lead the delivery of cross‑border tax services for globally mobile employees, executives, and their employers. You will…
Added 13 mins ago
Global Mobility - Expatriate Tax - Senior Manager - Toronto
EY
Toronto, ON
We are currently seeking a Senior Manager to join our People Advisory Services – Mobility Tax practice in Toronto. Our People Advisory Services practice (PAS) provides high-quality…
Added 13 mins ago
SAP SuccessFactors Consulting Manager - Technical Integrations Lead
EY
AB · Toronto, ON · Calgary, AB
We're seeking a dynamic and technically skilled SAP SuccessFactors Consulting Manager - Technical Integrations Lead to join our growing HR Technology practice. This role is ideal for…
Added 28 mins ago
MN
Project Coordinator
Modern Niagara
Ottawa, ON
- Full-time
The Project Coordinator works closely with the Project Manager to support the successful execution of projects. This role provides technical and administrative assistance to ensure projects…
Added 28 mins ago
CH
Personal Support Worker - Etobicoke
CBI Home Health
Mississauga, ON
- Part-time
CBI Home Health supports people at home and in the community. We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800…
Added 28 mins ago
UH
Psychologist
University Health Network
Toronto, ON
- Full-time
…large interdisciplinary team, as well as giving back to the community, this is a role to consider. If you want to see the difference you make to the well-being and lives of clients on a…
Added 28 mins ago
C
Project Manager (Municipal Infrastructure)
Chandos
Calgary, AB
- $105,000 to $135,000 CAD / year
- Full-time
…directly. When everyone is invested - literally - it builds a community of accountability, pride and mutual…
Added 28 mins ago
WC
(CAN) Pharmacy Manager
Walmart Canada
Antigonish, NS
- Full-time
…care providers within the store (clinics, Vision Centre, their community etc.). Ensure that Pharmacy is open and operational during the posted business hours. Supervise and support the OTC…
Added 28 mins ago
ML
Manager, Social Impact
Maple Leaf Foods Inc
Mississauga, ON
- $96,000 to $141,000 CAD / year
- Contract
Reporting to the Director, Community Involvement, Maple Leaf Foods & Executive Director of the Maple Leaf Centre for Food Security, the Manager, Social Impact is part of a small dynamic…
Added 29 mins ago
DC
Family Physician - Black Health & Wellness (part-time)
Durham Community Health Centre
Oshawa, ON
- Part-time
DCHC also provides equity-based programs and services that focus on priority populations such as Indigenous, Black, the 2SLGBTQI Community, Newcomers to Canada, Seniors, and Unattached…
Added 29 mins ago
S
Systems Analyst, Clinical Solutions, IMITS
Sanya’k̓ula
Vancouver, BC
- Full-time
The Systems Analyst, Clinical Solutions reports to the Manager or designate in this professional level job that works with independence within a multi-site health care environment. The…
Added 29 mins ago
MT
Manager - Supply Chain
MineSense Technologies Ltd.
Vancouver, BC
- $100,000 to $130,000 CAD / year
- Full-time
…government funds, and recognized by tech industry and sustainability programs, MineSense is doing what many said could not be done: improving mining for people and…
Added 29 mins ago
ML
Manager, HR Services
Maple Leaf Foods Inc
Mississauga, ON
- $96,000 to $141,000 CAD / year
- Full-time
Lead the delivery of education and communication initiatives related to benefits and pension programs.
Added 29 mins ago
CI
Talent Acquisition Specialist
Calian in Space & Technology
Ottawa, ON
- Full-time
Provide the Talent Acquisition Manager and HR Business Partners with updates on headcount requests and recruitment progress.
Added 29 mins ago
CI
Manager, Sales Governance and Operations
Calian in Space & Technology
Ottawa, ON
- Full-time
We are looking for a Manager, Sales Governance & Operations to play a critical leadership role supporting the governance, operational effectiveness, and growth of the ITCS business. In this…
Added 29 mins ago
ML
Continuous Improvement Manager
Maple Leaf Foods Inc
ON · Hannon, ON
- $96,000 to $141,000 CAD / year
- Full-time
The Continuous Improvement Manager will lead the onsite Lean Production System (LPS) program, acting as the key driver to advance the plant’s operational maturity across all facets of the…
Added 29 mins ago
ML
Engineering Manager
Maple Leaf Foods Inc
London, ON
- $122,000 to $172,000 CAD / year
- Full-time
The Engineering Manager is responsible for providing strategic and operational leadership for all engineering, capital projects, technical services, facility infrastructure, utilities, and…
Added 29 mins ago
ML
Reliability Engineer
Maple Leaf Foods Inc
ON · Hannon, ON
- $71,000 to $103,000 CAD / year
- Full-time
Reporting to the Reliability Manager, this position will be responsible for developing and improving manufacturing equipment and processes by the application of engineering principles with…
Added 29 mins ago
ML
Production Manager (Nights)
Maple Leaf Foods Inc
Winnipeg, MB
- Full-time
The Production Manager will be accountable for ensuring lines are always running effectively and optimally within their area with a trained team in place. This role will lead by example and…
Added 43 mins ago
QP
Operations Coordinator
QuadReal Property Group
AB · Edmonton
- Full-time
…COI/WCB etc.) Track renewal dates and report to appropriate manager 6 months prior to contracts…
Added 43 mins ago
Assurance - Intermediate Associate, Accounting & Assurance
Segal GCSE LLP
Toronto, ON
Raise issues identified with manager or engagement partner while coming up with potential solutions
Added 43 mins ago
Assurance - Intermediate Associate, Accounting & Assurance
Segal GCSE LLP
Toronto, ON
Raise issues identified with manager or engagement partner while coming up with potential solutions

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

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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

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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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