Associate Vice President, Manager- Conversational Banking

About the role

This role leads the service delivery and daily operations of the Inbound Contact Center’s Virtual team—including WebChat—ensuring performance targets and service level agreements are consistently met. You'll drive capacity planning to optimize resources and cost efficiency, while crafting impactful strategies to elevate service quality and enhance the overall customer experience.

You’ll report directly to the Vice President – Conversational Banking Lead and collaborate closely with a vibrant team of seven passionate professionals who are shaping the future of virtual customer engagement.

What You’ll Be Doing

• Oversee daily operations of Virtual / Chat teams across channels like chat, email, and other digital platforms.
• Execute strategic goals for the Contact Centre, including training, coaching, resource planning, and KPI / SLA delivery.
• Drive team engagement through floor events, huddles, and morale-boosting activities.
• Lead development and coaching of Team Leaders, Assistant Managers, and Agents with operational discipline.
• Manage initiatives and enhancements across CRM, Chatbot, and virtual banking processes.
• Monitor performance metrics such as chat efficiency, conversion rates, staffing utilization, and employee engagement.
• Plan and optimize staffing through forecasting and analysis of historical call / chat trends.
• Ensure service quality through consistent coaching, monitoring, and customer experience standards.
• Contribute to business projects by enhancing systems and supporting customer journey improvements.
• Benchmark service delivery against market standards to improve engagement and reduce customer effort.
• Analyze customer contact trends to drive continuous improvement in service delivery.
• Support strategic goals, compliance, business continuity, and transformation plan while aligning operations with policy and performance standards.

What We’re Looking For

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