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Added 16 mins ago
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Clinical Research Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Assess protocol compliance, informed consent, source documentation, data quality, safety reporting, investigational product management, and essential document maintenance.
Added 16 mins ago
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Clinical Trial Financial Control Analyst, Oncology Portfolio
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
We are seeking a Clinical Trial Financial Control Analyst to provide independent financial control and reconciliation for Oncology-sponsored clinical research studies. Reporting within the…
Added 16 mins ago
LC
Pharmacist, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
Toronto, ON
- Part-time
Ensure all requirements for documentation and control of substances under the Controlled Drugs and Substances Act and Regulations are met and reporting to Health Canada and regulatory bodies
Added 16 mins ago
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Project Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Budget and financial management: Develop and monitor multi-site budgets, track expenditures and projections, and identify opportunities to optimize resources and reduce costs.
Added 16 mins ago
TH
Clinical Research Project Coordinator - Research Institute UNITE Team
The Hospital for Sick Children
Toronto, ON
- Full-time
…framework, and the CRPC role will be focused on developing related reporting guidelines and a validated engagement measure. The UNITE team is also supporting the development of a provincial…
Added 16 mins ago
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Accounts Receivable Analyst
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
The role supports multiple revenue streams, including research grants, contracts, and administrative and operational revenues, within a diverse financial environment
Added 31 mins ago
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SAP Finance/ Functional Lead (FI, GL)
Accenture
Toronto, ON
- Full-time
Drive improvements in financial reporting accuracy, efficiency, and compliance.
Added 31 mins ago
UO
Senior Officer, Finance
University of Ottawa
Ottawa, ON · University Centre
- Full-time
Reporting: Prepare various moderately complex reports, on a scheduled as well as ad-hoc basis, on financial transactions, accounts, payroll, and budget projections of the sector to support…
Added 31 mins ago
UO
Senior Officer, Payroll
University of Ottawa
Ottawa, ON · Tabaret Hall
- Full-time
…adjustments, and departures with the intention of minimizing the financial risk of not recovering full overpayments. Receives overpayment repayment amounts daily via Cheque, E-Transfer, or…
Added 45 mins ago
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Lead Manager, Strategic Partnerships (Seoul-based)
Agoda
Toronto, ON
- Full-time
In Korea, financial institution (FI) partnerships represent a strategic growth channel. This role will focus on developing and managing relationships with banks, card issuers, digital…
Added 45 mins ago
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Lead Manager, Strategic Partnerships (Seoul-based)
Agoda
Vancouver, BC
- Full-time
In Korea, financial institution (FI) partnerships represent a strategic growth channel. This role will focus on developing and managing relationships with banks, card issuers, digital…
Added 45 mins ago
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Senior Manager, Asset Management & Engineering
ATCO
Calgary, AB
- Full-time
Reporting to the General Manager, Midstream, the Senior Manager leads Facility Engineering, Operations Engineering, Maintenance and Asset Performance. The role translates Product Line…
Added 45 mins ago
Coordinator, North East Specialized Geriatric Centre
Health Sciences North
Sudbury, ON
6. Prepare and ensure timely communication/reports to all internal and external stakeholders (e.g. database management, statistical analysis and reporting to funding bodies).
Added 45 mins ago
Occupational Therapist
Health Sciences North
ON · Sudbury, ON
HSN is proud to participate in the Healthcare of Ontario Pension Plan (HOOPP), offering our valued employees the financial security and peace of mind that comes with a strong defined…
Added 45 mins ago
Coordinator, North East Specialized Geriatric Centre
Health Sciences North
Sudbury, ON
6. Prepare and ensure timely communication/reports to all internal and external stakeholders (e.g. database management, statistical analysis and reporting to funding bodies).
Added 45 mins ago
Accountant
Health Sciences North
ON · Sudbury, ON
Provide financial expertise and guidance for budgeting, forecasting and financial reporting for a diverse portfolio of programs across HSN. Educate and engage with all levels of management…
Added 45 mins ago
Accountant
Health Sciences North
ON · Sudbury, ON
Provide financial expertise and guidance for budgeting, forecasting and financial reporting for a diverse portfolio of programs across HSN. Educate and engage with all levels of management…
Added 45 mins ago
Occupational Therapist
Health Sciences North
ON · Sudbury, ON
HSN is proud to participate in the Healthcare of Ontario Pension Plan (HOOPP), offering our valued employees the financial security and peace of mind that comes with a strong defined…
Added 45 mins ago
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Market Structure Specialist
Iress
Toronto, ON
- Full-time
Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level.
Added 1 hour ago
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Senior Manager, Asset Management & Engineering
ATCO
Calgary, AB
- Full-time
Reporting to the General Manager, Midstream, the Senior Manager leads Facility Engineering, Operations Engineering, Maintenance and Asset Performance. The role translates Product Line…
Added 1 hour ago
RB
Senior Quality Engineer
Royal Bank of Canada
Toronto, ON
- Full-time
Establish quality gates, entry/exit criteria, and reporting for coverage, defects, and risks.
Added 1 hour ago
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Regional Operations Manager - Abbotsford- BC
Foodtastic
Abbotsford, BC
- Full-time
Reporting to the Director of Operations, the Regional Operations Manager acts as the Restaurant’s primary point of contact and is responsible to partner with Managers and Franchisees to…
Added 1 hour ago
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Digital Specialist
BMO
Toronto, ON · BMOPLACE
- Full-time
…creative development, monitoring/optimization and campaign…
Added 2 hours ago
DC
Senior Environmental Consultant
Dillon Consulting Limited
Ottawa, ON
- Full-time
…shares in Dillon. Through employee ownership, we return the financial benefit created by our project work to the very people who created that value. Because we are an employee-owned firm,…
Added 2 hours ago
X
Engineer - Reporting, Insights and Data-in
Xero
Remote, Canada
- Full-time
- Remote
…informed decisions. Your work will support the evolution of reporting at Xero, giving customers more flexible ways to explore financial data, shape reports and trace results back to the…

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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