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Added 1 min ago
Associate Director, Damages & Valuations
Secretariat
Toronto, ON
Our culture and people are driven by passion, pride, and performance. Passion for the clients we serve, the work we deliver, and the communities we live in. Pride in our cohesive team…
Added 1 min ago
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ANALYST, BUSINESS INSIGHTS AND ANALYTICS
BDC
Montreal, QC
- Full-time
Reporting to the Director, Business Insights and Analytics, the Analyst translates complex data into actionable insights that inform strategy and business decisions across COO lines of…
Added 1 min ago
Senior Financial Analyst (Program Admin Officer 4)
The Government of Nova Scotia
Halifax, NS
As the Senior Financial Advisor, you will report to the Director, Financial Advisory Services.
Added 17 mins ago
GT
Manager, Real Estate Operations
Greater Toronto Airports Authority
Toronto, ON
- Full-time
Reporting to the Associate Director, Real Estate Leasing and Development, the Manager, Real Estate Operations will oversee the operational performance of Toronto Pearson’s diverse portfolio…
Added 17 mins ago
D
Shopping & Marketplace Strategist (Remote Canada) - Future Opening
Directive
Remote, Canada
- Full-time
- Remote
…what real results look like. We operate through 3 divisions: Performance, Communications, and Commerce, each built to share intelligence and align on revenue. Our methodology,…
Added 17 mins ago
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Account Strategist, Commerce (Remote Canada) - Future Opening
Directive
Remote, Canada
- Full-time
- Remote
…what real results look like. We operate through 3 divisions: Performance, Communications, and Commerce, each built to share intelligence and align on revenue. Our methodology,…
Added 32 mins ago
PM
Mechanical Superintendent - Downtown Calgary
Pitt Meadows Plumbing & Mechanical Systems
Calgary, AB
- Full-time
Develop short-term and long-term schedules in collaboration with the Director of Construction & Construction Manager.
Added 32 mins ago
Test Automation Lead
Freedom Mobile
Toronto, ON
Reporting to the Director, BSS Release Testing & Ops, the Job Title is responsible for leading quality automation initiatives by defining automation strategy, building scalable test…
Added 32 mins ago
HA
Junior Product Manager, Hugel Canada
Hugel Aesthetics
Toronto, ON
- Full-time
Support the Marketing Director in developing and executing annual brand plans for assigned product(s) within the Hugel portfolio, including objectives, positioning, target segments, tactics…
Added 32 mins ago
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Financial Reporting & Risk Manager
Halifax
Goffs, NS
- Full-time
Reporting to the Director of Finance, the Financial Reporting & Risk Manager oversees financial reporting, accounting operations, treasury, audits, financial systems, insurance, and…
Added 47 mins ago
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Director, Defence Industrial Cooperation & Offset Programs
Thales
Ottawa, ON
- Full-time
The Director, Defence Industrial Cooperation & Offset Programs is a leadership role responsible for driving the strategic direction of Thales Canada’s Offset and Industrial Participation…
Added 47 mins ago
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Coordonnateur(trice) exécutif et administratif / Executive & Administrative Coordinator
MSD
Kirkland, QC
- Full-time
Added 47 mins ago
BC
Project Director (Construction)
Broccolini Construction Inc.
Toronto, ON
- Full-time
A Project Director at Broccolini will lead project teams and own delivery of construction projects from preconstruction through closeout. As the senior day-to-day lead and primary client…
Added 47 mins ago
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MEP Project Manager
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ON · Ottawa, Ontario
- Full-time
The MEP Project Manager reports to the MEP Director and leads a team of MEP Project Coordinators, Assistant Project Managers and Project Administrators, acting as a supervisor, mentor and…
Added 47 mins ago
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MEP Assistant Project Manager
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ON · Ottawa, Ontario
- Full-time
The MEP APM works closely with the Site Superintendent, MEP Director and MEP Estimation team, and supervises MEP Project Coordinators and Project Administrators.
Added 47 mins ago
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Vice-président(e), Marketing & Billetterie – Spectacles internationaux et Amériques | Vice President Marketing & Ticketing – International & Americas Shows
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- Full-time
2. Responsabilité des revenus et performance commerciale
Added 47 mins ago
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Sr. Director, Application Development & Quality Assurance
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Toronto, ON
- Full-time
As the Senior Director, Application Development & QA for ASG, you will be a hands-on, strategic leader responsible for driving innovation and operational excellence in payment technologies.…
Added 47 mins ago
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Strategic Procurement Performance Analyst
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Dorval, QC
- Full-time
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Added 47 mins ago
CX / CRM Strategist (1 year contract)
VML
Toronto, ON
…Reporting to the CSO and working closely with a CX Strategy Director you will collaborate across a portfolio of brands to play a critical role in solving real brand (business) problems…
Added 47 mins ago
CX/CRM Strategist (1 year contract)
VML Canada (English)
Toronto, ON
…Reporting to the CSO and working closely with a CX Strategy Director you will collaborate across a portfolio of brands to play a critical role in solving real brand (business) problems…
Added 47 mins ago
Director, Technology Delivery
The Canada Life Assurance Company
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We are looking for a Director, Technology Delivery – Finance & Actuarial to lead technology delivery across our Finance and Actuarial portfolio.
Added 47 mins ago
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Registered Practical Nurse - Rideaucrest, Temporary Part-Time (up to 12 months)
City of Kingston
Kingston, ON
- $38.41 to $40.33 CAD / hour
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…new team members and refer concerns regarding conduct or work performance to Registered Nurse or Director of…
Added 1 hour ago
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Director, Business Operations and Risk Management
Fairstone Bank
Toronto, ON · Montreal, QC
- Full-time
…Card Services and a business risk analyst will report into the Director. While acting as BRM, the director will also be leading business operations activities that support strategic…
Added 1 hour ago
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Supervisor, Creative Services and Strategy (Temporary, Full-time) Vancouver
Union Gospel Mission (Vancouver)
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- Full-time
Process all vendor and supplier invoices, track expenditures and, with the approval of the MM and/or Director, Strategy & Marketing, manage the CS
Added 1 hour ago
UO
Director, Program Design and Delivery
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Executive Director, the Director, Program Design and Delivery holds a strategic mandate in advancing the quality, performance, innovation, governance, sustainability, and…

Export Development Canada | Exportation et développement Canada

Manager, Customer Care Team - EN 936

Montreal, QC, 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, developing employees and managing workforce capacity, queues, service levels, quality, and business continuity. Drive a digital-first, human-enabled service transformation by using data, process improvement, self-service, intelligent routing, and automation to improve 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 and change leadership capabilities, and be bilingual in English and French.

Skills

Team Leadership
Coaching And Talent Development
Contact Centre Operations
Workforce Management
Capacity Planning
Quality Assurance
Customer Experience
First-Contact Resolution
Digital Transformation
Skills-Based Routing
Automation And AI
Data-Driven Decision-Making
Change Leadership
Process Standardization
Cross-Functional Collaboration

Benefits

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

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
Customer Satisfaction
First-Contact Resolution
Digital Adoption
Self-Service
Knowledge Management
Skills-Based Routing
Automation
Artificial Intelligence
Continuous Improvement
Process Standardization
Operational Performance
Business Continuity
Genesys
ServiceNow
Salesforce
CRM
Telephony
Analytics

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