Assistant Manager, Quality Management

November 17, 2020

Job Description

The Assistant Manager, Quality Management is responsible for the supervision of Quality Analysts in the Quality Management team, which includes assigning work and ensuring that service standards are consistently achieved. The Assistant Manager ensures that all employees in the department have the appropriate knowledge, skills, tools and technology required to do their job. The incumbent is responsible for aspects of human resources management in their department, including attendance management, hiring/dismissals, performance management, and the delivery of training. Key accountabilities also include managing the day to day operations of the department, measure the quality of service provided by Laurentian Bank rendered to all prospective and existing bank clients, and maintaining current knowledge of Laurentian Bank products and regulatory legislation.


ºMonitor and evaluate the quality of client interactions based on established standards, policies and procedures.ºAnalyze and communicate the quality results and trends to all impacted stakeholders.ºPerform root cause analysis of the quality trends and identify, develop and implement ideas or new concepts to improve the Bank's service delivery. ºConduct regular meetings with department leaders to discuss training and coaching opportunities to ensure the level of customer service provided is consistent and aligned with established standards.ºManages employees through effective supervision, planning and organization of the team's activities. ºResponsible for all aspects of human resource management within the department, including hiring and dismissals, managing attendance, work load planning and distribution, dealing with health and safety issues, and other HR related issues. ºManages relationships between the department and internal and external clients.ºCompiles, reviews, and assesses metrics on an individual and team basis to identify areas of improvement, and makes recommendations to the appropriate authority, to promote efficiency and a higher standard of service within the department.ºKeeps abreast of new product promotions, organizational policies and procedures, industry standards, the regulatory environment, as well as Revenue Canada legislation, and ensures compliance.ºParticipates in special projects and carries out any other similar or general task at the request of their manager that may be required by their function.


ºUniversity degree in a related field and 2 to 4 years of experience, or College diploma and 5 to 8 years of experience.ºGood knowledge of human resources management principles.ºExcellent organizational skills, ability to manage multiple priorities and meet strict deadlines.ºDemonstrate leadership and management skills as well as, coaching and development skills; familiarity with sound HR practices including dealing with performance, the ability to resolve HR issues.ºExcellent oral and written communications skills.ºBilingualism (English/French) is an asset.

Additional Information

We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender.Laurentian Bank of Canada and their subsidiaries may collect, use or disclose personal information of job candidates for the purpose of establishing an employment relationship.Qualified candidates will be contacted.No unsolicited Agency referrals please.

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