Senior Team Leader – Flex Team (12‑Month Assignment)

About the role

This 12‑month assignment is based in Toronto and reports to Canadian Banking Client Operations. You will lead a Centralized Flex team of roughly 20 agents, ensuring high‑quality client experiences while meeting service level agreements.

Key responsibilities

• Manage day‑to‑day performance of a 20‑plus member team, focusing on coaching, development and teamwork.
• Monitor and achieve Service Level Agreements, employee and customer survey targets.
• Identify and resolve recurring errors, service gaps, and operational risks.
• Support rollout of new initiatives through testing, training and feedback.
• Maintain up‑to‑date product and process knowledge and ensure compliance with AML and other regulatory requirements.

Required profile

• Proven leadership experience with a focus on coaching and employee development.
• Strong communication, collaboration and problem‑solving abilities.
• Ability to work under pressure in a fast‑paced environment.
• Commitment to a regular 9 am‑5 pm schedule, with occasional flexibility.
• Bilingualism (English/French) is preferred.

Required skills

What we offer

• Opportunity to lead a high‑impact team within a leading banking operations environment.
• Professional growth through mentorship and performance‑driven initiatives.
• Collaborative workplace that values employee well‑being and community impact.