# **Grow your career with one of Manitoba's Top Employers since 2014.**At Access Credit Union, we support a professional and innovative work setting with a corporate culture that uniquely embraces empowerment, accountability, and trust. We recognize and value each employee's contributions to our success, which is why we offer competitive compensation, 100% company paid health benefits, employer-matched pension plan, continuing education, and career advancement opportunities within our credit union.**At Access Credit Union, our values are straightforward:*** Do good* Be better* Own it* Move forwardThe Director, Service Excellence is a member of the management team. The Director, Service Excellence is responsible for executing upon business strategies, leading the development of growth, and developing an advice-based culture. Dedicated to leading and coaching, the Director, Service Excellence will work directly with Managing Partners to continue to proactively evolve the credit union’s advice- based culture.The successful candidate must live within our geographical service area and be willing to travel to branches a minimum of 2 days per week.**Key Responsibilities & Accountabilities*** Execute upon business strategies and policies to achieve organizational objectives, including providing experience, research, information and recommendations.* Lead and participate in management and branch/department meetings, preparing and facilitating presentations or training as required.* Communicate and demonstrate commitment to the credit union’s vision, values and strategies in a way that builds support and commitment from the employees.* Maintain open communication and cooperation with others to ensure effective teamwork, employee empowerment and motivation, and a friendly and efficient work environment, and consistent quality service.* Establish performance standards and evaluate performance of the Member Experience team, to identify training and development needs, recognizing and rewarding employees for achievements and personal and professional growth and development.* Implement a disciplined sales and service management cycle identifying best practices, performance,



operational initiatives.* Develop strong alliances and relationships with partner organizations or vendors that contribute to organizational long term growth and development of Access Credit Union.* Maintain current and relevant knowledge of industry trends and competitor products and strategies, and identify and develop tactics that may impact the organization’s market position and member satisfaction; * Develop and promote programs and initiatives that will contribute to the growth and development of the credit union deposit and loan portfolios and recommend and monitor appropriate rates and pricing on deposit and credit products.* Research and recommend changes to operations that improve consistency, efficiency and/or quality of service.* Lead and work collaboratively with the Member Experience team to develop, implement, communicate, and monitor corporate and consumer initiatives relating to achievement of financial, and sales and service objectives.* Establish performance targets for assigned Member Experience business lines, based on corporate objectives; monitor performance andinitiate action to improve growth/development of loan and deposit portfolios, and ensure credit delinquency remains at or below acceptable levels.* Coach and mentor employees to achieve results as well as observational coach in branch.* Maintain open communication, cooperation and regular contact with assigned business lines, providing direction, motivation and support as necessary.* Resolve complex problems or member complaints referred by staff or corporate office to ensure the needs of members, staff and credit union are met* Ensure organizational adherence to policy, compliance, privacy, applicable government regulations and legislation,



and ensure appropriate internal controls are followed and reported on as required.* Collaborate with other department leaders; lead cross-functional project teams; promote change inculture and business systems that will promote strategic goals within the organization.* Participate in board, management and planning sessions; preparing and facilitating presentations or training as required.* Act as an ambassador for the Credit Union through professional and personal involvement in the community and / or Credit Union system.This list is not inclusive and other tasks and/or responsibilities may be assigned by your supervisor.**Essential Qualifications*** Grade 12 diploma* Degree or diploma from a recognized post-secondary institution with studies focused on business or, finance* Demonstrated willingness to be a life-long learner; Desire to obtain MBA would be considered an asset.* A background in value-based sales training and or possessing a wealth management history would be an asset* A minimum of 8 years mid-level experience as a branch manager of a larger, progressive financial institution branch. Previous demonstrated success and experience coaching and leading for high performance would be a definite asset. Or a combination of education and experience.* Ability and willingness to adapt to and work effectively within a variety of situations and with various individuals or groups* Proven ability to foster business development and excel inemployee relations and member service* Ability to use sound judgement to make timely and effective decisions that consider both short-term and long -term risks, impacts and outcomes* Demonstrated knowledge of market trends, lines of business and range of products and services offered internally and/or externally by the credit union and its competitors* Strong interpersonal and communication skills, both verbal and written* Attention to detail with high degree of accuracy* Ability to work in fast-paced environment and perform well under pressure* Ability to prioritize using sound judgment to make timely and effective decisions* Knowledge of Access Credit Union’s products and services* Ability to follow standardized policies and procedures* Knowledge of risk management within the financial industry* Proficient computer skills**Employee Sub-Type**Regular**Starting Salary**$145,630.00If you are interested in this position, apply today!#J-18808-Ljbffr

📌 Director, Service Excellence (Permanent Full-Time) Hybrid In Manitoba - C$145,630 A Year (Toronto)
🏢 Access Credit Union
📍 Toronto