Manager, Customer Service Channels (18 Months Contract)

Job description

**Join a Challenger**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. We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences. **What's 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 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. We can’t wait to get to know you! ***The Work*** 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. ### Core Reponsiblities - 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. ### Let's Talk About You **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. **Soft Skills:** - 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.