Qualifications

• Minimum 5 years of experience in financial services, including at least 23 years in client services, contact centres, wealth management, investment, or banking environments.
• Contact centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
• College graduate (Bachelor's degree in Finance, Economics, Business Administration, or a relevant discipline is preferred).
• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
• Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.