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Added 12 mins ago
H
Dietitian Degree
HealthCareersInSask.ca
Moosomin, SK
- Full-time
Job Description: Reporting to the Manager, the Dietitian – Degree provides medical nutrition therapy which includes screening, assessment, developing and implementing evidence-based care…
Added 12 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
Reporting to the Manager, Individual Insurance and working under general supervision, the Product Specialist – Individual Insurance assists in the development, enhancement, and maintenance…
Added 12 mins ago
Manager, Information and Dispute Resolution (Designated)
The Government of Nova Scotia
Halifax, NS
As the Manager, Information and Dispute Resolution, you will play an important leadership role in supporting the effective delivery of inquiry and dispute resolution services within the…
Added 12 mins ago
Global Mobility - Expatriate Tax - Manager - Vancouver
EY
Vancouver, BC
As organizations continue to move talent across borders, managing the tax implications of a globally mobile workforce has never been more complex - or more critical. EY’s People Advisory…
Added 12 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 12 mins ago
BS
Senior Project Manager
Blackline Safety
Calgary, AB
- Full-time
Blackline Safety is seeking an experienced Senior Project Manager to join our Business Information Technology (BIT) team. This role is responsible for leading a diverse portfolio of…
Added 12 mins ago
FH
Project Manager Civil
Fuze HR Solutions
Oakville, ON
- Full-time
The Project Manager is responsible for providing overall leadership, contract administration, technical expertise, and operational oversight for construction projects. This role ensures…
Added 26 mins ago
Customer Care Representative-Sudbury, Ontario
Sonova AG
Sudbury, ON
…health. We offer a competitive remuneration package, professional development opportunities, and promote a safe and healthy…
Added 27 mins ago
LE
Manager, Partner Engagement
LG Electronics Canada
Toronto, ON · North York, ON
- Full-time
The Manager of Partner Engagement is responsible for managing the day-to-day relationship of an identified set of partners within our smart TV ecosystem, the successful candidate will need…
Added 41 mins ago
DB
Part Time Bridal Sales
David's Bridal
Mississauga, ON
- Part-time
…presentation and operations of the store. S/he reports to the Store Manager in partnership with the Sales Manager. Bridal Stylists are brand ambassadors and demonstrate the values and…
Added 41 mins ago
Manager, Marketing (Donuts)
Give and Go Prepared Foods
Toronto, ON
…that will provide you with opportunities for career growth and development, while working with an energetic team with deeply ingrained values of respect, direct and open communication,…
Added 41 mins ago
H
Executive Director
HealthCareersInSask.ca
Cupar, SK
- Full-time
We are committed to building a representative, diverse, inclusive, and culturally responsive workforce.
Added 42 mins ago
WC
(CAN) Site People Partner (HRBP) (Calgary/RockyView)
Walmart Canada
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…assigned region. This position partners closely with the General Manager(s) and other management team members on a regular…
Added 56 mins ago
CM
Registered Nurse
Canadian Mental Health Association- Peel Branch
Brampton, ON
- Contract
Ongoing professional development plus $250 (pro-rated) annual funding for continuing education and certifications
Added 56 mins ago
SL
Manager, Finance Automation
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Lead the change and see your solutions deliver lasting impact. As Manager, Finance Automation, you’ll lead transformation engagements across Sun Life’s global Finance community, partnering…
Added 56 mins ago
M
Sr. Manager, Workforce Readiness
McKesson
Mississauga, ON
- Full-time
The Workforce Readiness team is seeking a Senior Manager of Workforce Readiness to accelerate adoption, alignment, and engagement across the McKesson Technology Acceleration Program (MTAP).…
Added 1 hour ago
C
VIP BOH SUPERVISOR
Cineplex
Markham, ON · CPX Markham and VIP
- Part-time
…energetic, experienced individuals who are looking for growth and development in the food and beverage…
Added 1 hour ago
AC
Training Designer
Air Canada
Toronto, ON
- Full-time
…global top ten airline in everything we do. Reporting to the Manager, Training Design, this role participates in the full design cycle within a dynamic team environment to produce…
Added 1 hour ago
BC
Project Manager - Buildings West
Bird Construction
Edmonton, AB
- Full-time
Project Manager - Buildings WestReporting to the Director of Operations, the Project Manager - Buildings West will be responsible for total project delivery including planning, execution…
Added 1 hour ago
Human Resources Advisor
Domtar Products
Skookumchuck, BC
Work with the HR Manager in the development and communication of human resources business, processes, policies and programs
Added 1 hour ago
Senior Manager and Team Lead, Credit Risk, Retail
Scotiabank
ON · Mississauga, ON
The Senior Manager and Team Lead, Credit Risk leads a team within ACE and is accountable for translating business strategy into clear priorities, sustained operational performance and a…
Added 1 hour ago
General Duty Nurse (N2) - NICU
Winnipeg Regional Health Authority
Winnipeg, MB
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 1 hour ago
E
Director, Construction
Extendicare
Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
- Full-time
Support succession planning and workforce development
Added 1 hour ago
CF
Senior Manager, Military Family Services (Paid Relocation to Cold Lake, AB)
Canadian Forces Morale and Welfare Services
Cold Lake, AB
- $112,490 to $140,650 CAD / year
- Full-time
The Senior Manager will lead and manage the implementation, evaluation and reporting of key initiatives as directed by Associate Director, Resilience and Engagement, Policy and Program…
Added 1 hour ago
MF
Manager, Mortgage Operations
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto, ON
- Other
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…

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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