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Added 14 mins ago
PS
Advisor, Data Analytics Enablement
Public Sector Pension Investment Board
Montreal, QC
- Full-time
Liaise with, guide and support business partners in defining and implementing analytical solutions in support of their strategic initiatives and vision
Added 14 mins ago
Senior Hydrogeologist
GHD Group Pty Ltd
Mississauga, ON
Solutions Analysis: Analyze complex environmental challenges by applying technical knowledge and assessment tools. Use analytical and interpretive skills to assess soil, groundwater, and…
Added 14 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
…parent company of WSI™, a specialty insurer delivering tailored solutions built around unique needs; Wawanesa Life, a provider of life insurance products; and Western Financial Group, a…
Added 14 mins ago
Consultant, Local Employee Experience - (Western Canada)
McDonald's Corporation
Toronto, ON
…recommendations supported by data. Able to contribute innovative solutions to complex…
Added 14 mins ago
Global Mobility - Expatriate Tax - Manager - Vancouver
EY
Vancouver, BC
…individuals with tailored Canadian and US tax compliance and advisory solutions that enable mobility strategies and business…
Added 14 mins ago
Global Mobility - Expatriate Tax - Senior Manager - Toronto
EY
Toronto, ON
…practice (PAS) provides high-quality compliance and advisory solutions to help our clients drive organizational success through human capital. Our practice is one of the world's largest and…
Added 14 mins ago
SAP SuccessFactors Consulting Manager - Technical Integrations Lead
EY
AB · Toronto, ON · Calgary, AB
Architect end-to-end integration solutions between SAP SuccessFactors and external systems (e.g., SAP HCM, payroll engines, ERP platforms, third-party HR tools).
Added 14 mins ago
E
Junior Thermal Mechanical Engineer
Ecolab
Calgary, AB · CAN-Calgary Office Quarry Park
- Full-time
Are you passionate about developing innovative cooling solutions for the next generation of AI and high-performance computing? At CoolIT, an Ecolab company, you'll help design and validate…
Added 14 mins ago
TI
Buyer
TalentMinded Inc.
Toronto, ON · Scarborough, ON
- Full-time
…will proactively investigate challenges, recommend practical solutions, and take ownership of resolving issues while protecting project budgets and…
Added 14 mins ago
LP
Senior Administrator & Yardi Operations (Condominium)
Larlyn Property Management Ltd.
London, ON
- Full-time
Identify workflow enhancements and coordinate system-based solutions that improve accuracy, speed, and visibility.
Added 14 mins ago
SA
Business Development Representative
STAN AI
Toronto, ON · North York, ON
- $50,000 to $70,000 USD / year
- Full-time
STAN is the largest provider of AI solutions for HOA and Condo Property Managers. We are using cutting-edge and patented artificial intelligence technology to build solutions that enhance…
Added 28 mins ago
TC
Product Support Sales Representative (PSSR) - Crushing
Toromont Cat
Concord, ON
- Full-time
…customers in the region and increase sales of parts and service solutions through technical expertise and exceptional relationship building with the maintenance…
Added 28 mins ago
Airframe Materials & Processes (M&P) Specialist
Capgemini
Montreal, QC
…développer et à retenir les meilleures personnes afin de fournir des solutions innovantes et de classe mondiale à nos clients. Nous encourageons une culture inclusive qui permet à chacun de…
Added 28 mins ago
MH
Senior Growth Marketing Manager
Maya HTT
Remote, Canada
- Full-time
- Remote
Maya HTT is a leading developer of digital engineering solutions and a trusted Siemens Digital Industries Software partner. For more than 40 years, we have helped manufacturers innovate…
Added 28 mins ago
P
Technical Account Manager | Gestionnaire de comptes technique
Plotly
Remote, Canada
- Full-time
- Remote
…téléchargées des millions de fois chaque jour. Dash est l'une des solutions les plus populaires pour créer des applications de données en Python, et nous intégrons des fonctionnalités d'IA…
Added 28 mins ago
H
GNSS Software Engineer
Hexagon
Calgary, AB
- Full-time
Hexagon’s Autonomous Solutions division is looking for a
Added 28 mins ago
KC
Data & AI Alliance Executive
KPMG Canada
Toronto, ON
- Full-time
…Snowflake), and internal stakeholders, ensuring KPMG’s Data & AI solutions are top-of-mind for new and existing clients. Your success will be measured by your ability to identify, nurture,…
Added 29 mins ago
MT
Manager - Supply Chain
MineSense Technologies Ltd.
Vancouver, BC
- $100,000 to $130,000 CAD / year
- Full-time
…sustainability, and inefficiencies. MineSense is changing that. Our solutions reduce mining waste and environmental impacts while increasing profits and efficiencies. Backed by the best in…
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 continuous improvement of the HR Services team, using process redesign, AI, automation, and self-service solutions to improve efficiency, accuracy, scalability, and employee…
Added 29 mins ago
CI
Talent Acquisition Specialist
Calian in Space & Technology
Ottawa, ON
- Full-time
We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by…
Added 29 mins ago
CI
Manager, Sales Governance and Operations
Calian in Space & Technology
Ottawa, ON
- Full-time
We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by…
Added 29 mins ago
KR
Senior Business Analyst
KTek Resourcing
Toronto, ON
- $90,000 to $1,000,000 CAD / year
- Full-time
Challenging assumptions and pushing back constructively when requirements or proposed solutions are unclear or unrealistic.
Added 29 mins ago
IE
Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
…leadership in defining and delivering technology-enabled business solutions. Reporting to the Sr. Director, PPO, this role will translate complex business needs into structured…
Added 29 mins ago
FG
Software Developer | Banking & Capital Markets
FDM Group
Toronto, ON
- Contract
FDM is a global business and technology consultancy delivering client and industry driven solutions through our 5 core specialist Practices; Software Engineering, Data & Analytics, IT…
Added 43 mins ago
B
Senior Analyst, Data Analytics & Automation Solutions
BMO
Toronto, ON · FCP
- Full-time
…estimated value being delivered. Designs analytics and automation solutions leveraging tools such as Power Automate, Power Apps, Copilot, and AWS AI capabilities. Identifies trends and…

Export Development Canada | Exportation et développement Canada

Manager, Customer Care Team - EN 936

Remote, Canada

Remote

$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
Workplace: Remote
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

The Manager will lead the Customer Care Team to deliver high-quality inbound support while driving a digital-first, human-enabled service transformation. Responsibilities include optimizing operational performance, coaching staff, and collaborating across business lines to improve customer satisfaction and efficiency.

Requirements

Candidates must possess an undergraduate degree in business, finance, or economics and at least seven years of progressive experience in contact centre or financial-services operations. Proficiency in both English and French is required, along with strong skills in queue management, data-driven decision-making, and change leadership.

Skills

Team leadership
Contact centre management
Service-level management
Capacity planning
Quality assurance
Digital transformation
Process standardization
Data analysis
Performance coaching
Stakeholder management
Workforce management
Customer experience
Change management
Bilingualism
Financial services

Benefits

Competitive compensation
Performance-based incentive
Work-life balance
Paid vacation
Corporate closure period
Summer early Fridays
No meeting Fridays
Professional development
Training programs
Language training
Wellness initiatives
Mental health support
Fitness programs
Volunteer opportunities

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Inbound Sales
Financial Services
Contact Centre
Digital Transformation
Workforce Management
Genesys
ServiceNow
Salesforce
CRM
KPI
Operational Performance
First-contact resolution
Automation
AI-enabled capabilities
Capacity planning
Quality assurance
Business continuity
Change leadership
Bilingual

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