Manager, Customer Service Channels (18 Months Contract)
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Job Summary
Join a Challenger
At EQ were remaking banking so every Canadian gets ahead every day. Serving nearly 4 million Canadians from coast to coast we offer a wide variety of financial services from banking and lending to trust and credit union solutions.
Weve been at this since 1970 challenging the conventions of traditional banking with smarter faster and more connected financial experiences.
Whats kept us moving The people behind it all: challengers who ask better questions push back on old assumptions and look for a better way forward.
If youre driven to help reshape how banking works for Canadians and the businesses that power our economy this could be your next big opportunity.
We cant wait to get to know you!
IVR Digital and Voice Conversational AI Management:Execute the long-term strategy for IVR and Chatbot systems and integrated AI solutions to enhance self-service options personalize interactions and drive operational efficiency.
Project Delivery:Participate and lead Chatbot IVR and AI projects/enhancements from ideation to deployment including system upgrades AI model enhancements redesigns of existing flows and new feature implementations.
User Experience Optimization:Continuously analyze and optimize the AI conversations prompts and playbooks for ease of use efficiency and improved customer satisfaction and containment.
Analytics & Reporting:Monitor Chatbot IVR and AI performance metrics mine data for customer behaviour insights (including NLU accuracy intent trends) and generate actionable reports for stakeholders.
Vendor & Stakeholder Engagement:Engage with Chatbot IVR and AI technology vendors consultants and internal partners to ensure service quality platform optimization.
Quality Assurance:Implement robust testing frameworks for both Chatbot IVR and Conversational AI solutions to maintain optimal system performance minimize downtime and ensure conversational accuracy.
Compliance:Ensure the Chatbot IVR and AI platforms meet all regulatory security and accessibility standards and monthly / quarterly / annual controls.
Team Leadership and Development:Lead coach and give direction to direct reports.
Education:
- Bachelor of Management BA Business Degree Computer Science
Experience:
3 years of experience in Chatbot or IVR Management development and administration.
2 years of hands-on experience with Conversational AI platforms NLU model training and virtual agent development (e.g. Ada Google Dialogflow Salesforce Genesys Nice Five9 Amazon Connect).
Data Analysis experience finding problems and solutions with data
Proven experience in deploying and optimizing AI solutions within a contact center environment.
Financial services or regulated environment experience
Team Leadership and People Management
Technical Skills:
Strong proficiency with at least one major conversational AI platform
Strong proficiency with at least one major IVR platform
Expertise in NLU model building intent/entity definition and utterance management.
Proficiency in data analysis tools (e.g. SQL Excel Tableau Power BI).
Familiarity with API integrations (REST/SOAP) and webhooks.
Exceptional analytical and problem-solving abilities with a data-driven approach.
Excellent written and verbal communication skills with the ability to articulate complex technical concepts to non-technical stakeholders.
Strong project management and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
A strong customer-centric mindset and passion for improving user experiences.
Ability to work independently and collaboratively within a team.
Equity Diversity & Inclusion
EQ is committed to building an inclusive accessible environment where every employee feels valued respected and supported. We believe our organization is stronger and our people thrive when we honour and celebrate diverse experiences identities and perspectives. Were equally committed to supporting your growth both professionally and personally.
We provide a barrierfree recruitment process and work environment. If you require accommodations at any stage we will work with you to ensure you can bring your best self to the process and beyond.
As part of our recruitment process EQ uses AI to help screen assess and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.
EQB Inc. (TSX: EQB) is the parent company of Equitable Bank the countrys seventh-largest Schedule I bank by assets which operates EQ Bank Canadas Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.
To learn more visit and .
Required Experience:
Manager
About Company
At Equitable Bank, we specialize in providing branchless financial services that meet the unique needs of all Canadians. Our range of mortgages, savings accounts and investment options are designed to offer the right solutions to match any unique circumstance.
