At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. Position: Manager, Customer Care Team Employment Type:Permanent Mgr Customer Care 19: Salaries typically range from $112,006 to $149,341 annually, based on qualifications and experiences, plus a performance-based incentive. Export Development Canada operates under a hybrid work model, with employees currently required to work from the office three days per week. This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, or Montreal. Relocation assistance is available for candidates who meet the eligibility criteria. Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know. As a financial Crown corporation,

we offer
innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth. Comprehensive

Benefits:
EDC offers a competitive compensation & perks package, work-life balance, & the chance to help make Canada and the world better through trade. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays. Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training. Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed. Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy. Community Engagement:



Participate in volunteer opportunities and give back to the community through our various social responsibility programs. The Customer Care Team is the inbound service hub for EDC customers and partners, providing front-line support across the customer journey, including digital and portal navigation, policy administration, credit, billing, claims support, onboarding and general product and service inquiries. The team is part of EDC’s Inbound Sales & Service, Small Business and Inclusive Trade group and works across business lines to make it easier and faster for customers and partners to obtain the right help at the right time. We are strengthening a digital-first, human-enabled service model that improves first-contact resolution, builds customer loyalty, supports self-service adoption and scales through skills-based routing, standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build expertise and grow their careers. Reporting to the Director, Inbound Sales & Service, Small Business and Inclusive Trade, you will lead the Customer Care Team and its day-to-day service delivery while helping transform how EDC delivers inbound support and sales. You will balance customer experience, employee experience and operational performance,



using data and continuous improvement to reduce customer effort, improve quality and efficiency, and strengthen service across the broader group. Lead, coach and develop a bilingual, customer care team, building accountability, engagement and a strong talent pipeline. Apply workforce-management best practices to optimize forecasting, scheduling, capacity, queues, service levels, quality and business continuity. Improve customer satisfaction, loyalty and first-contact resolution while reducing customer effort and avoidable hand-offs. Advance a digital-first, human-enabled model using self-service, knowledge tools, intelligent routing, automation and AI-enabled capabilities. Use customer, operational and employee data to identify issues, set priorities and improve performance. Build strong relationships and work collaboratively with stakeholder teams across EDC to resolve complex issues and improve end-to-end service. Standardize work, strengthen controls and remove root causes of rework and inefficiency across the broader group. Occasional leadership support outside regular business hours may be required. Undergraduate degree in business, finance, economics or a related field, or an equivalent combination of education and experience. At least seven years of progressive experience in a contact centre, advice centre, virtual banking or financial‑services operation. Strong command of queue and service‑level management, capacity planning, quality assurance, escalations and operational performance. Experience leading contact centre or virtual‑banking transformation, including process standardization, digital adoption, skills‑based routing, automation or continuous improvement. Demonstrated success using data to imp

📌 Manager, Customer Care Team (Canada)
🏢 Export Development Canada | Exportation et développement Canada
📍 Canada