Senior Team Leader - Flex Team

About the role

This senior team leader position supports the Centralized Flex group within Canadian Banking Client Operations. The role is based in Montreal or Toronto and focuses on delivering an enhanced client experience while meeting service quality standards.

Key responsibilities

• Manage a team of 20+ Centralized FLEX agents, ensuring coaching, development and teamwork.
• Drive team performance against Service Level Agreements, employee and customer survey metrics.
• Lead goal‑setting, performance enablement, career coaching and recognition of strong performance.
• Monitor and improve utilization, productivity and compliance with operational risk, AML and regulatory requirements.
• Identify recurring errors, propose solutions and act as a referral point for service gaps.
• Support new initiative roll‑outs through testing, training and coaching routines.

Required profile

• Strong leadership experience with a focus on coaching and employee development.
• Excellent communication, collaboration and ability to work under pressure.
• Organizational and time‑management skills in a fast‑paced environment.
• Commitment to a regular 9 am‑5 pm schedule, with occasional flexibility for extended hours.

Required skills