Service Delivery Team Lead

National Bank Independent Network (NBIN) is the leading choice of Introducing Brokers and Portfolio Managers looking for brokerage administration support. NBIN provides trading and custodial services to Portfolio Managers (PM) and is a Carrying Broker to CIRO registered Introducing Brokers (IB) across Canada. As a Team Lead you will play a vital part in ensuring we deliver the highest quality of customer service to our clients.

Your role

• Support and work alongside the Senior Manager to lead a team of approximately 15 Account Managers responsible for supporting our independent Portfolio Manager firms.
• Act as the first point of escalation for Account Managers.
• Oversee operations to achieve productivity and service quality objectives while ensuring compliance with policies, standards, and procedures.
• Identify and promptly resolve operational issues, make recommendations, and propose solutions for continuous improvement of processes, systems, and client satisfaction.
• Participate in product development and act as a champion for all new applications with internal partners and clients.
• Provide Account Managers with guidance on NBIN's policies, procedures, and training that directly impact our business.
• Monitor support activities and implement controls to maximize operational efficiency and quality while contributing to their evolution.
• Conduct various analyses, research, and strategic projects with a significant impact on team effectiveness.
• Manage the Service Delivery team’s documentation and maintain a calendar of training sessions, communications, and events.

Your team

Within this team you will report to the Senior Manager, Client Services and Experience. The Service Delivery team provides day-to-day service to independent Portfolio Managers and Introducing Brokers and acts as a liaison between clients and NBIN’s various support teams.

We prioritize a variety of continuous learning methods to enhance your development, including on-the-job learning, training content made available to you, and collaboration with colleagues from diverse areas of expertise and backgrounds.

Prerequisites

• Bachelor's degree in a related field and 5 years of relevant experience, or a Master’s degree in a related field with 3 years of relevant experience, OR a university certificate with 7 years of relevant experience.
• Solid knowledge of the securities brokerage/service industry in a client contact center environment.
• Strong skills in planning and organizing work based on volume, resources, and priorities.
• Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) are assets.
• Knowledge of regulatory, operational, and legal aspects of the industry.
• Experience in process and operational optimization.
• Highly motivated and enthusiastic individual with a positive attitude and the ability to manage multiple priorities in a dynamic environment.