At ATB, we exist to make it possible for our clients, team members and communities. 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:

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

We're on a continuous journey to build the most versatile and inclusive programs.

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

Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. 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.

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.

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.

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".

Manage the budget and plans for the Client Services portfolio, ensuring prudent expense and FTE management in collaboration with MD, Workforce Solutions.

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.





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.

Model inclusive recruiting practices to build a workforce reflective of the diverse communities ATB serves.

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.

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.

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. We encourage candidates from all work backgrounds, equity‑seeking communities and experience levels to apply. 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 Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

If you are shortlisted, you’ll hear from us after the posting closes. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to. #

📌 Managing Director, Client Service (Calgary)
🏢 ATB Financial
📍 Calgary