POSITION SUMMARYThe Manager, Contact Centre & Loyalty Experience is responsible for the overall leadership, performance, and strategic direction of the Contact Centre and Loyalty/Retention functions.
This role is accountable for delivering strong business and client outcomes through effective people leadership, sales and retention performance, operational excellence, analytics, technology adoption, and continuous improvement. The Manager owns end-to-end operational performance across the Contact Centre and Loyalty teams, including productivity, conversion, retention, quality, compliance, client experience, service levels, and workforce effectiveness.
The role is also responsible for leveraging Salesforce Financial Services Cloud (FSC), reporting platforms, outbound dialer technology, IVR capabilities, and emerging AI-enabled tools to improve visibility, decision-making, productivity, client engagement, and overall team performance.
A key component of the role is translating business strategy into measurable operational plans, using data and technology to identify opportunities, address performance gaps, and continuously improve the customer journey. The Manager will act as a change leader and technology champion, driving adoption of new tools, processes, AI capabilities, and ways of working while ensuring that technology enhances, rather than replaces, the human connection that is critical to HomeEquity Bank's client experience.
MAJOR ELEMENTS OF THE ROLE- Lead People & Performance: Lead the Contact Centre and Loyalty teams, including Team Leads and frontline employees, with accountability for performance management, coaching, development, engagement, staffing, and succession planning.
- Own Operational & Business Results: Drive end-to-end performance across Contact Centre and Loyalty, including productivity, conversion, retention, quality, service levels, and client experience. Establish KPIs and ensure teams consistently meet or exceed business objectives.
- Drive Data & Analytics: Leverage Salesforce Financial Services Cloud (FSC) and other reporting tools to monitor performance, maintain data integrity, and conduct deep-dive analysis to identify trends, root causes, opportunities, and actionable recommendations.
- Optimize Contact Centre Technology: Oversee the effective use and optimization of outbound dialer, IVR, Salesforce, and other Contact Centre technologies to improve contact rates, productivity, client experience, and conversion.
- Lead AI & Digital Adoption: Identify and champion opportunities to leverage AI, automation, and emerging technologies to improve productivity, quality, coaching, reporting, and client engagement. Lead adoption and change management to embed new tools into day-to-day operations.
- Drive Continuous Improvement: Identify and implement process improvements that enhance operational efficiency, sales and retention outcomes, client experience, and employee effectiveness. Measure results and ensure improvements are sustained.
- Partner & Influence: Partner with senior leadership and cross-functional teams across Sales, Marketing, Operations, Technology, Data, Risk, and Compliance to deliver strategic initiatives, resolve complex issues, and translate business objectives into clear operational plans.
SKILLS AND EXPERIENCE REQUIRED- Proven experience managing people in a Contact Centre, Sales, Retention, Customer Experience, or similar environment, with direct accountability for performance outcomes.
- Demonstrated experience leading frontline teams and developing Team Leads or other people leaders.
- Strong experience with Salesforce, preferably Salesforce Financial Services Cloud (FSC), including reporting, dashboards, data interpretation, and performance management.
- Experience managing or working closely with outbound dialer and IVR systems, including campaign management, call routing, contact strategies, and optimization.
- Strong analytical capability with demonstrated experience conducting deep-dive analysis, identifying root causes, interpreting trends, and translating data into actionable recommendations.
- Demonstrated understanding of Contact Centre metrics, sales funnels, conversion, retention, productivity, quality, service levels, and client experience.
- Experience using data and reporting to manage performance and make business decisions.
- Experience leading change and successfully implementing new processes, technologies, and ways of working.
- Demonstrated interest or experience in AI, automation, analytics, or digital transformation, with the ability to identify practical opportunities to improve business performance.
- Strong understanding of quality, compliance, risk, and client experience considerations within a Contact Centre or financial services environment.
- Excellent communication, presentation, influencing, and stakeholder management skills.
- Strong business acumen and the ability to connect operational activity to broader business and revenue outcomes.
- Highly organized, adaptable, and comfortable managing multiple priorities in a fast-paced environment.
- Post-secondary education in Business, Finance, Data/Analytics, or a related field is an asset but not required; demonstrated leadership experience and performance will be key considerations.
WORKING CONDITIONS UNIQUE TO JOB:- Hybrid office environment
