Manager, Customer Service Channels in Toronto

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.

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 Responsibilities:
• 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 and 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.
• 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.

What we offer [For full-time permanent roles]: Competitive discretionary bonus, Market leading RRSP match program, Medical, dental, vision, life, and disability benefits, Employee Share Purchase Plan, Maternity/Parental top-up while you care for your little one, Generous vacation policy and personal days, Virtual events to connect with your fellow colleagues, Professional development and comprehensive Career Development program, A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience.

The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equity, Diversity & Inclusion: EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally. We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.