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Added 13 mins ago
MC
Senior Manager, Operational Excellence
Meridian Credit Union
St. Catharines, ON · Toronto, ON · Etobicoke, ON
- Full-time
Lead end-to-end process reviews, value stream mapping, root-cause analysis and future-state design to remove waste, duplication, rework, bottlenecks and unnecessary complexity.
Added 13 mins ago
MC
Senior Manager, Member Relations & NPS
Meridian Credit Union
St. Catharines, ON · Toronto, ON · Etobicoke, ON
- Full-time
Lead the enterprise Member concerns and complaint escalation program, ensuring concerns receive a fair hearing and are investigated, assessed, documented and resolved objectively and within…
Added 13 mins ago
Fullstack Developer
Adastra Corporation
Markham, ON
Strong hands-on frontend development experience with React, JavaScript, and TypeScript
Added 13 mins ago
AC
Fullstack Developer
Adastra Corporation
Markham, ON
- Contract
…model context protocols. You will also contribute to frontend development, cloud-based AI platforms, and the delivery of secure, reliable, and maintainable enterprise…
Added 28 mins ago
CP
Senior Manager, Cybersecurity Operations & Vulnerability Management
CAAT Pension Plan
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- Full-time
Lead analysis of emerging threats, AI-enabled attacks, supply-chain risks, and cloud-native exploitation trends.
Added 28 mins ago
Loyalty & Guest Feedback Coordinator
Northland Properties
Vancouver, BC
Assist with projects that enhance our Voice of Customer Strategy, including operational improvements and future product development.
Added 28 mins ago
D
Senior Architectural Contract Construction Administrator
DIALOG
Prince George, BC
- Full-time
Lead DIALOG’s on-site architectural construction administration activities for the UHNBC Acute Care Tower.
Added 28 mins ago
A
Entry Level Technology Development Program - Summer Analyst - Canada - NAELFY27
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON · Montreal, QC · Regina, SK
- Full-time
Identify, prioritize, and document high-impact opportunities for AI integration across client projects (e.g., customer support, research, legal review, software development).
Added 28 mins ago
A
Cyber Security Health Industry Lead
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
Help drive business development activities including origination, qualification, capture and relationship development
Added 28 mins ago
A
Entry Level Advisory Development Program - Summer Analyst - Canada - NAELFY27
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
Jumpstart your career with the Accenture Advisory Summer Analyst (Internship) Development Program.
Added 28 mins ago
P
Experienced Talent Acquisition Manager
PwC
Calgary, AB · Toronto, ON
- Full-time
Lead and contribute to Talent Acquisition and cross-functional projects and transformation initiatives, championing technology, automation and AI to improve recruitment effectiveness
Added 28 mins ago
P
Capital Deployment Intern
Prologis
Toronto, ON
- Full-time
At Prologis, we don’t just lead the industry - we define it with a 1.3 billion square foot portfolio and an annual throughput of approximately $3.2 trillion. We create the intelligent…
Added 28 mins ago
CF
General Manager
Crunch Fitness Canada
Guelph, ON
- $55,000 to $60,000 CAD / year
- Full-time
…This leadership position requires the ability to motivate and lead a team, coupled with a commitment to continuous employee training and…
Added 28 mins ago
MC
Senior Manager, Operational Excellence
Meridian Credit Union
St. Catharines, ON
- Full-time
Lead end-to-end process reviews, value stream mapping, root-cause analysis and future-state design to remove waste, duplication, rework, bottlenecks and unnecessary complexity.
Added 28 mins ago
MC
Senior Manager, Member Relations & NPS
Meridian Credit Union
St. Catharines, ON
- Full-time
Lead the enterprise Member concerns and complaint escalation program, ensuring concerns receive a fair hearing and are investigated, assessed, documented and resolved objectively and within…
Added 28 mins ago
O
Sr. Software Developer
OpenText
Richmond Hill, ON
- Full-time
Serve as a technical lead, recognized for growing domain expertise, embracing change, and navigating ambiguity with resiliency, while fostering the development of less experienced team…
Added 28 mins ago
O
Manager, Software Development
OpenText
Richmond Hill, ON
- Full-time
The Manager, Software Development leads the newly formed engineering team delivering the Image & Fax Aviator Platform. This first-line manager will recruit, onboard, coach, and directly…
Added 28 mins ago
TC
IAM Governance, Policy & Compliance Specialist
TMC Canada
Montreal, QC
- Full-time
The ability to lead meetings, prepare governance documentation, deliver presentations, and communicate effectively with English-speaking stakeholders is essential.
Added 43 mins ago
T
Project Manager - AJISS Performance Management
Thales
Ottawa, ON
- Full-time
…requirements and to the satisfaction of the customer. The ability to lead and motivate an integrated project team will be key to the success of the PM and the execution of the…
Added 43 mins ago
SB
Human Resources Director
Strik, Baldinelli, Moniz Ltd.
London, ON
- Full-time
SBM is seeking an experienced and forward-thinking Human Resources Director to join our Senior Leadership Team and lead the continued development of our people and HR strategy.
Added 43 mins ago
C
Consultant, Process Engineering
CIBC
Toronto, ON
- Full-time
…You’ll work closely with your team and assist in the planning, development, and implementation of a process strategy that will build the bank of the future. You will be tasked with…
Added 43 mins ago
FM
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FluidAI Medical
Kitchener, ON
- $65,000 to $80,000 CAD / year
Manage inventory & materials on hand for formal testing and R&D work, and support or lead R&D activities as needed.
Added 43 mins ago
FM
Research and Development Engineer (Intermediate)
FluidAI Medical
Kitchener, ON
- $75,000 to $90,000 CAD / year
Lead design, prototyping, and testing of subsystems for FluidAI’s next-gen medical devices through literature review, design, prototyping and testing.
Added 43 mins ago
B
Director, T&O Operational Risk Officer - Capital Markets & Commercial Banking
BMO
Toronto, ON · FCP
- Full-time
Director, T&O Operational Risk Officer - Capital Markets & Commercial Banking, will establish and lead a new business unit-centered operational risk oversight capability.
Added 43 mins ago
M
Director, Marketing Strategy and Business Management
Manulife
Toronto, ON · Montreal, QC
- Full-time
Lead the development and alignment of annual and in-year marketing plans.

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 service while driving a digital-first transformation. They are responsible for balancing operational performance, employee engagement, and customer experience through data-driven continuous improvement.

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, digital adoption, and change leadership.

Skills

Team leadership
Contact centre management
Service delivery
Workforce management
Digital transformation
Customer experience
Operational performance
Data analysis
Process standardization
Change management
Bilingualism
Capacity planning
Quality assurance
Stakeholder management
Performance coaching

Benefits

Competitive compensation
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
Contact Centre
Financial Services
Digital Transformation
Workforce Management
Genesys
ServiceNow
Salesforce
CRM
Telephony
Analytics
Knowledge Management
KPI
Operational Efficiency
First-contact resolution
Capacity Planning
Quality Assurance
Business Continuity
Automation
AI-enabled capabilities
Change Leadership
Cross-functional collaboration
Bilingual
Inbound Sales
Service Level Management

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