Manager, Customer Service Channels (18 Months Contract)

<p><strong>Join a Challenger<br><br></strong>At EQ, we're 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.&nbsp;<br><br>We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.<br><br><strong>What's kept us moving?&nbsp; </strong>The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.<br><br>If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.&nbsp;<br><br>We can’t wait to get to know you!&nbsp;</p><br><strong><em>The Work</em></strong>

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This role delivers a seamless, user-friendly, and intelligent customer experience while aligning with organizational goals. You will work cross-functionally with IT, Operations, Customer Service, and Product teams to drive strategic enhancements, work with key vendors, and execute high-impact projects that transform our Chatbot and IVR Channels.&nbsp;

Core Reponsiblities

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<p>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.&nbsp;</p>

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<p>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.&nbsp;</p>

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<p>User Experience Optimization: Continuously analyze and optimize the AI conversations, prompts and playbooks for ease of use, efficiency, and improved customer satisfaction and containment.&nbsp;</p>

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<p>Analytics &amp; 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.&nbsp;</p>

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<p>Vendor &amp; Stakeholder Engagement: Engage with Chatbot, IVR and AI technology vendors, consultants, and internal partners to ensure service quality, platform optimization.&nbsp;</p>

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<p>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.&nbsp;</p>

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<p>Compliance: Ensure the Chatbot, IVR and AI platforms meet all regulatory, security, and accessibility standards and monthly / quarterly / annual controls.&nbsp;</p>

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<p>Team Leadership and Development: Lead, coach and give direction to direct reports.&nbsp;&nbsp;</p>

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Let's Talk About You

<p><strong>Education:</strong><strong> </strong></p>

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<li>Bachelor of Management, BA, Business Degree, Computer Science&nbsp;</li>

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<p><strong>Experience:&nbsp;</strong></p>

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<p>[3+] years of experience in Chatbot or IVR Management, development, and administration.&nbsp;</p>

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<p>[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).&nbsp;</p>

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<p>Data Analysis, experience finding problems and solutions with data&nbsp;</p>

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<p>Proven experience in deploying and optimizing AI solutions within a contact center environment.&nbsp;</p>

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<p>Financial services or regulated environment experience&nbsp;</p>

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<p>Team Leadership and People Management&nbsp;&nbsp;</p>

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<p><strong>Technical Skills:&nbsp;</strong></p>

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<p>Strong proficiency with at least one major conversational AI platform&nbsp;</p>

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