Managing Director, Client Service

About the Role

As the Managing Director of Client Services, you are the leader of the "People Engine" for Client Care, reporting to the VP of Client Care. You are a key member of the Client Care Senior Leadership Team, responsible for the leadership, operations, and strategic direction of a multi-disciplinary service organization of over 200+ team members. You lead a team of three Senior Managers to transform banking and achieve our goal of being a world‑class contact center. You are responsible for integrating an intimate understanding of client needs with orchestrating frontline execution to support consistent, amazing customer experiences across all lines of business.

Characteristics

• Visionary People Leader: You build high-performing, motivated teams, modeling leadership behavior by example and developing the leaders you manage.
• Operational Excellence Strategist: You meaningfully shape the client experience by leveraging data and forecasting needs to ensure excellence is achieved proactively.
• Customer Obsessed: You integrate an intimate understanding of customer needs, wants, and desires to orchestrate a system of consistent, world‑class service.
• Strategic Integrator: You connect work streams across Client Services and the wider organization to ensure efficiency and alignment in execution.
• Change Champion: You are a proven leader of organizational change, shaping the agenda and priorities in and beyond your own domain.

Accountabilities

Leader DNA: Professional Leadership Practice

• Model the Way: Lead authentically by leveraging "My DNA" to inspire purpose greater than self, acting as an enterprise-wide job model for excellence and integrity.
• Nurture Talent (Advanced Level): Elevate leadership across the department by coaching Senior Leaders to peak performance and proactively attracting and retaining top‑tier talent at ATB.
• Drive Impact: Navigate and overcome enterprise roadblocks to achieve departmental and organizational goals.

Frontline Operations and Service Strategy

• Service Delivery Oversight: Provide best-in-class contact center operations that deliver a consistent service experience across Service, Business, and EBC queues.
• Performance Governance: Steer the vision, prioritize efforts, and set goals for the Senior Managers to consistently achieve core KPIs.
• Strategic Planning: Collaborate on strategic planning to achieve business goals, ensuring operational excellence becomes inherent across the "People Engine".
• Financial Stewardship: Manage the budget and plans for the Client Services portfolio, ensuring prudent expense and FTE management in collaboration with MD, Workforce Solutions.

Experience Flywheel and Capability Integration

• Strategic Partnership: Collaborate with the MD of Strategy & Enablement and the MD of Workforce Solutions to translate the technical roadmap into frontline action.
• Quality and Standards: Partner with the Director of Experience Enablement to ensure the "Experience Flywheel" (Recruitment, Academy, QA) is effectively upskilling the frontline.
• Capability Expansion: Lead the strategic expansion of service capabilities, identify and pilot innovative client engagement models, to take on new work for enhanced value.

Team Member Excellence and Culture

• Leadership Development: Nurture senior and top talent and coach managers to peak performance, ensuring team leaders are effective managers.
• Coaching Excellence: Coaches and enables team leaders to become more effective managers, fostering a culture of ownership and accountability.
• Engagement and Retention: Foster a culture of recognition, creativity, and empowerment to make ATB "The Place to Work," targeting high CHI scores and low voluntary turnover.
• Inclusive Excellence: Model inclusive recruiting practices to build a workforce reflective of the diverse communities ATB serves.

Knowledge, Skills and Experience

• Education: Bachelor’s degree in Business, Management, or a related field. An MBA, Graduate degree or Professional Designation is considered a strong asset.
• Experience: 10+ years of senior leadership experience, specifically leading large-scale financial services contact centers or retail banking operations.
• Leadership Mastery: Proven track record of successful management in complex, matrix organizations, with the ability to lead through multiple layers of leadership.
• Domain Expertise: Deep understanding of Canadian retail banking, customer lifecycle management, and contact center metrics.
• Strategic Execution: Proven ability to deliver measurable results and drive large-scale organizational change initiatives.

Workplace Arrangement

You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs.

We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you are seeking a career where your drive, perspective and growth are celebrated, we want to hear from you. We are committed to building a workforce reflective of our communities and to advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.