Lead and mentor a Credit Service Desk team, providing clear direction, day-to-day oversight, and coaching aligned to service levels and quality standards.
Oversee case management across ServiceNow, shared Outlook mailboxes, and Five9 (or equivalent), ensuring timely handling and clean case progression from intake to closure.
Ensure all incoming requests are triaged, categorized, and routed correctly using standard intake rules, routing matrixes, and assignment group logic.
Monitor and manage queue health: backlog, aging, capacity, coverage, and real-time adherence to maintain consistent service performance.
Serve as the primary operational escalation point for Tier 1: validate urgency, confirm completeness, clarify missing information, and coordinate engagement with the appropriate Credit authority when needed.
Review and approve outbound communications (where required), ensuring clarity, professionalism, and consistent messaging to stakeholders.
Promote a 'close-the-loop' culture where agents own requests through completion or execute a clean handoff with all required context.
Enforce intake completeness standards so requests are 'decision-ready' before escalation (required fields, correct forms, attachments, clear notes, standardized naming).
Drive consistent send-back criteria and follow-up loops, reducing back-and-forth and cycle time.
Ensure accurate and audit-friendly documentation within ServiceNow.
Maintain consistent execution across core Credit request types (as applicable), such as: New credit application intake. Credit limit increase and renewal intake workflows. Customer maintenance requests (updates, status changes, corrections). Letters processing (where in scope). Securities administration support intake/coordination (where in scope).

Requirements

College diploma or university degree in business, operations, finance, or equivalent experience.
2+ years experience in service desk/contact centre operations, shared services, or process-driven support environments; leadership/lead responsibilities preferred.
Demonstrated ability to run queue-based operations: triage discipline, workflow adherence, SLA management, and quality coaching.
Experience using ServiceNow (or similar ITSM/work management tools) for case management, categorization, reporting, and knowledge.
Strong analytical skills with the ability to translate trends into actions that reduce rework and improve cycle time.
Excellent written and verbal communication skills, including stakeholder updates and operational reporting.
Able to manage multiple priorities, stay calm under pressure, and drive consistent execution in a high-volume environment.
Familiarity with ITIL concepts (incident/request management).
Experience in workforce management, scheduling, or real-time queue monitoring.
Exposure to credit operations workflows and terminology (helpful, not required).

Benefits

comprehensive medical, dental, vision coverage
life insurance
disability coverage for positions working more than 30 hours per week
retirement program with generous matching employer contributions
paid vacation, sick days and holidays
paid personal and maternity/parental leaves
Employee and Family Assistance Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

case managementtriage disciplineworkflow adherenceSLA managementquality coachinganalytical skillsreportingdocumentationcredit operations workflowsprocess-driven support

Soft Skills

leadershipcommunication skillsability to manage multiple prioritiescalm under pressuredrive consistent executioncoachingstakeholder updatesoperational reportingpromote cultureclarity and professionalism

Certifications

college diplomauniversity degreeITIL certification