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Added 10 mins ago
MN
Project Coordinator
Modern Niagara
Ottawa, ON
- Full-time
24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services.
Added 10 mins ago
Sales Support Manager - Montreal (m/f/d)
Nordex Group
Montreal, QC
The role of Sales Support Manager directly supports Nordex’s mission to develop and deliver clean power plants that make 100% renewable energy a reality for the world. As the Sales Support…
Added 10 mins ago
VC
Physiotherapy Assistant (Rehabilitation Assistant)
Vancouver Coastal Health
Vancouver, BC
- $32.84 CAD / hour
- Temporary
…position functions under the operational supervision of the Program Manager, practice supervision of the Physiotherapy Practice Coordinator, and the work direction of the designated…
Added 10 mins ago
UH
Psychologist
University Health Network
Toronto, ON
- Full-time
Demonstrated experience working with individuals recovering from motor vehicle accident-related injuries.
Added 10 mins ago
O&
Cook - Blue Mountain
Oliver & Bonacini
The Blue Mountains, ON
- $20 to $25 CAD / hour
- Full-time
Discounted gym membership and Employee Assistance Program
Added 10 mins ago
A
Assistant Grounds and Equipment Manager
AccorHotel
Lake Louise, AB
- Full-time
The Fairmont Hotel seeks an Assistant Grounds and Equipment Manager to support in overseeing grounds maintenance, landscaping, and equipment management. Responsibilities include supervising…
Added 10 mins ago
L&
Gérant(e) de Magasin/Retail Store Manager (6-Month Contract) - Galeries D'Anjou
Lindt & Sprüngli USA
Montreal, QC · LCA - CAN - Retail - Galeries d'Anjou - QC
- Full-time
De 2 à 5 ans d’expérience dans la gestion de détail
Added 10 mins ago
L&
Gérant(e) de Magasin/Retail Store Manager (6-Month Contract) - Galeries D'Anjou
Lindt & Sprüngli (Canada), Inc
Montreal, QC · LCA - CAN - Retail - Galeries d'Anjou - QC
- Full-time
De 2 à 5 ans d’expérience dans la gestion de détail
Added 10 mins ago
ML
Manager, Social Impact
Maple Leaf Foods Inc
Mississauga, ON
- $96,000 to $141,000 CAD / year
- Contract
…Executive Director of the Maple Leaf Centre for Food Security, the Manager, Social Impact is part of a small dynamic team that collaborates with thought leaders to drive structural…
Added 10 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…
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MT
Manager - Supply Chain
MineSense Technologies Ltd.
Vancouver, BC
- $100,000 to $130,000 CAD / year
- Full-time
· A comprehensive benefit program including an employee assistance program.
Added 10 mins ago
ML
Manager, HR Services
Maple Leaf Foods Inc
Mississauga, ON
- $96,000 to $141,000 CAD / year
- Full-time
…solutions to improve efficiency, accuracy, scalability, and employee experience. Effectively lead, manage, and develop the team, ensuring an integrated approach to service…
Added 10 mins ago
CI
Talent Acquisition Specialist
Calian in Space & Technology
Ottawa, ON
- Full-time
…across the organization while delivering a positive candidate experience and timely, accurate recruitment…
Added 10 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 10 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 25 mins ago
Class 5 Truck Driver
Diabetes Canada / National Diabetes Trust
Moncton, NB
Each year, the program diverts more than 100 million pounds of clothing and household items from landfill sites across Canada. As an employee on the National Diabetes Trust team, you are…
Added 25 mins ago
DB
Part Time Bridal Sales
David's Bridal
Mississauga, ON
- Part-time
The Stylist is responsible for providing and maintaining a positive, friendly, empathetic and professional selling experience with all customers. Stylists are responsible for providing…
Added 25 mins ago
Propane Specialist - Driver
Superior Plus Propane Talent Acquisition
Moncton, NB
…wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate…
Added 25 mins ago
SHIFT LEADER - ORFUS OUTLET
Kitchen Stuff Plus
Toronto, ON
Kitchen Stuff Plus started our business in 1987 with the belief that customers deserve a value-added shopping experience that exceeds their expectations – every time they visit our stores.…
Added 25 mins ago
PF
District Manager
Planet Fitness
Calgary, AB
- Full-time
At least 3 years of experience serving in a general manager role in a multi-unit retail environment with progressively responsible retail experience is preferred
Added 25 mins ago
1
Accounting Manager
1b4a4f63-59bd-460a-90f3-9adc3a8fd3f0
Mississauga, ON
- Full-time
Employee discount program on our coffee and tea products.
Added 25 mins ago
TT
GTM (Go-To-Market) Partner
Tundra Technical Solutions
Toronto, ON
- $50,000 to $65,000 CAD / year
- Full-time
Rewards and Perks – Competitive health and financial benefits, Associate events, recognition programs, and employee loyalty programs are a few of the perks available at Tundra.
Added 25 mins ago
AE
Pattern Making Lead
Arc'teryx Equipment
North Vancouver, BC
- Full-time
Health & wellbeing - Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP).
Added 25 mins ago
S
Project Manager 2, BCCA
Sanya’k̓ula
Vancouver, BC
- Full-time
…safety is inherent in all aspects of this position.The Project Manager II leads and co-ordinates all aspects of the current projects undertaken by the department. The role will ensure the…
Added 25 mins ago
G
GUCCI Manager of Client Engagement, Canada
Gucci
Toronto, ON
- Full-time
The Manager of Client Engagement, Canada, will lead planning and implementation of retail client development strategies across directly operated stores (DOS) and outlet locations that drive…

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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