Job Description:
Job DescriptionFounded in 1846, Laurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health. The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the "Group" or the "Bank"). With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers. With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.The Assistant Manager, Quality Management is responsible for the supervision of Quality Analysts in the Quality Management team, which includes assigning work and ensuring that service standards are consistently achieved. The Assistant Manager ensures that all employees in the department have the appropriate knowledge, skills, tools and technology required to do their job. The incumbent is responsible for aspects of human resources management in their department, including attendance management, hiring/dismissals, performance management, and the delivery of training. Key accountabilities also include managing the day to day operations of the department, measure the quality of service provided by Laurentian Bank rendered to all prospective and existing bank clients, and maintaining current knowledge of Laurentian Bank products and regulatory legislation.ResponsibilitiesºMonitor and evaluate the quality of client interactions based on established standards, policies and procedures.ºAnalyze and communicate the quality results and trends to all impacted stakeholders.ºPerform root cause analysis of the quality trends and identify, develop and implement ideas or new concepts to improve the Bank's service delivery. ºConduct regular meetings with department leaders to discuss training and coaching opportunities to ensure the level of customer service provided is consistent and aligned with established standards.ºManages employees through effective supervision, planning and organization of the team's activities. ºResponsible for all aspects of human resource management within the department, including hiring and dismissals, managing attendance, work load planning and distribution, dealing with health and safety issues, and other HR related issues. ºManages relationships between the department and internal and external clients.ºCompiles, reviews, and assesses metrics on an individual and team basis to identify areas of improvement, and makes recommendations to the appropriate authority, to promote efficiency and a higher standard of service within the department.ºKeeps abreast of new product promotions, organizational policies and procedures, industry standards, the regulatory environment, as well as Revenue Canada legislation, and ensures compliance.ºParticipates in special projects and carries out any other similar or general task at the request of their manager that may be required by their function.QualificationsºUniversity degree in a related field and 2 to 4 years of experience, or College diploma and 5 to 8 years of experience.ºGood knowledge of human resources management principles.ºExcellent organizational skills, ability to manage multiple priorities and meet strict deadlines.ºDemonstrate leadership and management skills as well as, coaching and development skills; familiarity with sound HR practices including dealing with performance, the ability to resolve HR issues.ºExcellent oral and written communications skills.ºBilingualism (English/French) is an asset.Additional InformationWe are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground. Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.
