Croesus provides innovative, high-performance, and secure wealth management solutions that include portfolio management platforms, portfolio rebalancing tools, and application programming interfaces. These solutions empower wealth management professionals to improve their productivity, make informed decisions, maximize the performance of their assets under management, and enhance client relationships. Croesus’s mission is to provide a superior experience to its clients, users, partners, and employees and to have a positive impact on the community. With 200 employees in its Montréal and Toronto offices, Croesus has won several industry awards for being a high-quality product provider and an outstanding employer.

As Team Leader of the Client Service Center, your role is to oversee the Analysts, Applications, and Data team to ensure exceptional service delivery to clients using our software solutions. Your leadership should inspire high performance and create a positive and creative work environment

Team supervision:

• Manage, motivate, and evaluate team members.
• Organize and conduct team meetings.
• Manage team members' schedules and absences.
• Provide ongoing team training.
• Ensure information transfer and knowledge sharing among team members.
• Ensure timely involvement of team members.
• Represent user needs to key committees and influence strategic decisions to meet user needs.
  

Quality client service:

• Monitor the quality of client interactions (calls, emails, chats).
• Analyze KPIs and take corrective action.
• Monitor service KPI surveys and follow up with respondents and analysts.
• Handle client complaints and requests.
• Ensure overall client satisfaction.
• Act as first responder for out-of-hours incidents.

Team performance:

• Set individual and team goals.
• Implement strategies to meet performance goals.
• Monitor results and adjust actions as needed.
• Provide regular performance reports.
• Collaborate with other teams to solve problems and improve the client experience.

Resource management:

• Participate in the recruitment and onboarding of new employees.
• Manage conflicts and performance issues within the team.
• Ensure that the team has the resources it needs to function properly. Promote a positive and collaborative work environment.

We are looking for a candidate with the following profile:

• University degree in a relevant field (e.g. administration, management, communications).
• Minimum 5 years experience in customer service, ideally in a call center.
• Minimum 2 years experience in team supervision.
• Experience in the retail financial sector (asset).
• Proficiency in IT tools (Google Workspace, Atlassian Suite).
• Knowledge of SQL (asset).
• Excellent verbal and written communication skills (French and English).
• Ability to build healthy working relationships with clients and colleagues.
• Proven leadership skills and ability to positively influence and mobilize.
• Ability to work under pressure and manage priorities.
• Organizational skills, thoroughness, and attention to detail.
• Ability to analyze and quickly understand technical requirements and translate them into functionality.
• Ability to conduct meetings and make presentations.
• Ability to communicate ideas and tailor them to the audience.
• Ability to streamline processes.
• Proactivity.

Why join the Croesussian family?

• À la carte vacations + Unlimited vacation
• Annual salary + Corporate profit-sharing plan
• Hybrid work
• Sports program
• Gym available at our Laval head office
• Telemedicine + group insurance (super useful for the family 😉 )
• Group RRSP
• Proximity to Montmorency metro
• Ongoing training and development plan
• Referral bonus
• Indoor and outdoor parking & electric car recharging
• Access to bike sharing
• Croesus boutique
• Beautifully renovated and spacious office
• Complimentary breakfast every morning
• Weekly Happy hours, prepared by our Croesus Life Partner

Are you interested in this challenge? Do you believe you have the qualities and expertise required for this position? Please complete your application today.

Although all applications are carefully analyzed, we will communicate only with those selected. Thank you for your interest in Croesus.