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Team Manager- Retail Banking (Contact Centre)

Company: Coast Capital Savings Federal Credit Union 

Location: British Columbia (CA-BC), Surrey   

Job Type: Full-Time 


Together, we help empower you to achieve what’s important in your life.


What’s the job?

The Team Manager- Retail Banking ensures the successful operation of the multi-channel contact centre by leading the Financial Services Team to help members achieve what is important in their life. The Team Manager is responsible for leading their team to deliver both effective member advice and a high level of service through the voice, email and social channels. The Team Manager is responsible for achieving sales, growth and profitability for not only their assigned team but in support of the entire contact centre’s Financial Services Team.


Through the leadership of the Member Banking Specialists (MBS’), the Team Manager contributes to the Corporate targets on business growth, sales and distribution activities by deepening member relationships through general retail banking support. In addition, with other Contact Centre managers, this Manager also supports the contact centre operation through real-time management, productivity, quality and attendance. The Team Manager coaches and mentors his/her team to meet the business objectives and personal career goals, leading by example. As the Contact Centre operates on a seven-day shift, 12 hours per day, flexibility to work shifts of varying hours is mandatory.


What you’ll get to do:

  • In conjunction with the Contact Centre Manager, be actively involved in the community to foster the image and reputation of Coast Capital Savings
  • Demonstrate commitment by actively contributing support and participation in new Corporate initiatives
  • Maintain effective Human Resources practices within the Team
  • Provide a work environment that is supportive of the productivity and morale of staff
  • Effectively manage performance of the Team by conducting performance evaluations, goal setting, career counseling, training, development, hiring, promotions, salary adjustments, transfers and disciplinary measures
  • Dynamically and visibly lead the Financial Services team
  • Manage within approved FTE complement
  • Effectively manage controllable expenses
  • Assist with the development of contact centre business plans, operating plans and contact centre budgeting
  • Consistently achieve and strive to exceed mutually agreed-upon operational and financial objectives for the Financial Services Team
  • Manage Contact Centre operations in absence of Contact Centre Manager
  • Manage the relationship building process to ensure a consistent image in service delivery both externally to attract new customers and internally to retain and build on previously established relationships
  • Fulfillment and distribution initiatives to achieve Team and Corporate targets such as customer satisfaction and growth objectives
  • Manage the delivery of high quality customer service
  • Through effective coaching of staff within the Financial Service, market all credit union products and services to existing and perspective customers where appropriate on a consultative basis in order to achieve business unit sales targets (banking, insurance, wealth management, and other subsidiaries)


Who are we looking for?


  • A minimum of 4-6 years of experience on a financial services team with varying experience that includes but is not limited to retail banking. Demonstrated leadership aptitude. Knowledge of contact centre operational practices.
  • Mutual Funds License desired. Completion of post-secondary education, preferably a University Degree in a related discipline is preferred. Alternatively, varying combinations of education and experience will be considered.
  • Proficient knowledge in all relevant technology banking, contact centre and WFM systems
  • Intermediate knowledge of applicable word-processing and spreadsheet programs
  • Solid knowledge of all CCS products and services
  • Demonstrated sales skills
  • Ability to effectively motivate and supervise employees
  • Ability to effectively multi-task and prioritize
  • Strong organizational skills
  • Ability to communicate well verbally and in writing
  • Ability to deal effectively and promptly with customer complaints

Why join Coast Capital Savings?


We don’t mean to toot our own horn, but…


  • We improve Canadians’ financial well-being through providing simple financial help.
  • Employees do what’s best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work with modern LEED certified offices and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • We are a Certified B Corp®. Our certification reflects our strong commitment to social and environmental performance, accountability, and transparency.
  • In 2019, we earned double kudos by being named one of BC’s Top Employers and one of Canada’s Best Managed Companies – two of the nation’s most coveted business awards, may we add.


Does this position inspire you?  If so, apply today at Coast Capital Savings. 

Apply now »