Service Delivery Team Lead

at  National Bank of Canada

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.

• 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.