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Jobs at Meridian Credit Union Limited Talent Network
Assistant Manager, Contact Centre - Service - Full-Time
Job Description

Purpose of the Job:

This is an exciting time for Meridian’s Contact Centre, as it grows and evolves to meet the needs of a dynamic Credit Union, and ventures into new territory, supporting the launch of our national bank.  The Assistant Manager position will play an instrumental role in the support of motusbank, our new full service digital bank. All direct member sales and support for motusbank will be provided through the Contact Centre’s Sales and Service teams. As such, the Contact Centre is considered a key differentiator for motusbank versus other digital banks.  These teams will continue to support Meridian Credit Union and its membership by being digital ambassadors and trusted financial partners, providing products and services that meet member needs, grow relationships and support our branch network. 

As a part of the Contact Centre leadership team, the primary responsibility for this position is to individually and jointly manage the day-to-day operations of the Inbound Service team within the Contact Centre. The incumbent will lead, coach, and manage the team to achieve business and personal development objectives, provide a differentiated member experience, continue to evolve our support network for motusbank, and provide an exceptional Employee experience that fosters a culture of teamwork, comradery and excellence.  The incumbent will provide leadership, direction and development to all employees modelling Meridian corporate values and quality experiences at every Member interaction, across every channel (phone, email, chat & Secured Message).  The Assistant Manager will demonstrate Meridian’s commitment to Member centricity, proactivity and genuineness. The incumbent will be responsible for general channel management, communication and training of product launches and campaigns, and partnering with internal stakeholders to ensure quality of the Member experience.

Key Responsibilities:

  • Lead, coach and develop on-site and remote employees in an engaging work environment in order to achieve results based on targets, profitability and portfolio growth
  • Responsible for hiring, training, developmental plans, performance management & improvement, coaching, and ongoing feedback
  • Participate as a Member of the Contact Centre leadership team, supporting and promoting CC initiatives
  • Develop and execute strategies to achieve Contact Centre sales and service objectives
  • Effectively engage employees in the  service and sales management process using training and tools to improve the quality of advice offered to Members
  • Manage day-to-day operations which include scheduling and audit compliance, ensuring processes work in accordance to policy and procedure standards
  • Develop all team members to provide a differentiated and consistent experience for both MCU and motusbank M/members.  Maintain a thorough knowledge and understanding of all Meridian products and services and their related features and benefits
  • In conjunction with the Director of the Contact Centre, and your leadership team colleagues, develop and implement Contact Centre strategies, goals, objectives, budgets, expense controls and overall Contact Centre efficiencies
  • Develop and execute on strategies to generate new business opportunities and grow existing relationships
  • Lead campaigns and other channel activities
    • Address Member questions and provide information and solutions on Meridian products and services that have been escalated by staff.
    • Resolve Member concern issues that have been escalated by team and other areas of the organization

Knowledge, Skills and Experience:

  • Post-Secondary education in a business or related field or relevant working experience
  • People management experience
  • Previous experience in a relevant financial services environment including personal account
  • management and in-depth knowledge of investment and lending products
  • Demonstrated experience with web and telephony channels in a dynamic and high
  • volume environment
  • Organizational, influencing, communication and presentation skills
  • Advanced credit knowledge and underwriting skills
  • Strong sales orientation
  • Flexible to work evenings and weekends if required. On-call support is required

Experience the Difference!

Thank you for your interest in Meridian Credit Union. Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Meridian is committed to providing accommodations for people with disabilities. Should you require an accommodation, we will partner with you to meet your needs.

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Job Requirements


Company Overview

Meridian is Ontario’s largest credit union, helping more than a quarter of a million Members grow their lives and businesses.

As a credit union, we are 100 percent owned by our Members. We work only for them, with profits returned to our Members in the form of the best products and services we can offer.

We get to know our Members so that we can proactively advise them on ways to save money, how to invest for the future and what financial solutions are in their best interest.

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