Leader, Client Care

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID ).

About

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

About The Role

As ATB’s next Leader within Client Care, you leverage your intimate understanding of the customer’s needs, wants, and desires to deliver a consistent and deeply human support experience, with the goal of building lasting relationships with our customers.

• You'll have a growth mindset to develop and implement new and better ways of doing things.
• You’ll push the limits of standard banking practices and thoroughly re-imagine customer experiences.
• You’ll be a mentor who supports both the personal development and operational competency of the team.
  
  

Accountabilities

• You thrive in the high paced tactical operations of a contact centre, and connect with partners across the organization to execute on ATB Client Care’s strategies.
• You keep the business running smoothly and soundly by focusing on the following areas: people, client, and operations.
• You leverage your relationships and collaborate with partners in Client Care, Everyday Financial Services (EFS) and Client Experience and Technology (CXT) as it relates to service and experience delivery. You are valued subject matter expert in contact centres, support, customer experience and banking; and as such are able to influence the prioritization of goals and priorities in Client Care.
• You create a culture of customer obsession, continual learning, and accountability through coaching, mentoring and teaching.
• You lead, motivate and drive results, often collaborating with a range of people.
  
  

Skills, Experience & Requirements

• 3+ leadership experience with a track record of success in employee and customer experience, and consistently meeting/exceeding business results
• Post secondary education in business, commerce, or equivalent experience or financial training
• Lending and retail product knowledge as well as our digital channels
• Weekend and evening shifts may be required
  
  

Success At Client Care Means You

• Are agile and adaptable to a fast paced business environment
• Possess strong verbal and written communications skills
• Have strong negotiation and relationship building skills
• Demonstrate leadership qualities and experience
• Have success building collaborative relationships both virtually and in person
  
  

Don’t meet all the requirements on the list?

A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Progressive Aboriginal Relations program created by the Canadian Council for Aboriginal Business.

What happens next?

If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]

Stay in touch

We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn , Facebook and Instagram to learn more about what our team is up to.