["First Vice-President, Customer Experience & Assurance","First Vice-President, Customer Experience & Assurance"]

Responsibilities include but are not limited to:

• Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.
• Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.
• Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.
• Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.
• Lead the Support Leader function to provide frontline decision support and guidance.
• Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.
• Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.
• Champion a culture of accountability, inclusion, engagement, and continuous improvement.

• Strong knowledge of bank products, service and procedures.
• Proficient knowledge of customer care operations, quality management, and service channel strategy.
• Strong leadership capability with experience leading managers and multi disciplinary teams.
• Expertise in performance analytics, quality frameworks, and learning enablement.
• Ability to influence cross functional stakeholders and executive partners.
• Excellent written and verbal communication skills.
• Strong decision making, change leadership, and problem solving skills.
• Ability to demonstrate sound decision-making skills.

• High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role.

• Banking, financial services, or regulated industry experience.
• Experience overseeing quality assurance, training, or performance enablement functions.
• Experience supporting multi channel service environments (call center, digital, social).