Credit Service Desk Operations Lead
Nutrien Ag Solutions LAS
full-time
Posted on:
Location Type: Office
Location: Calgary • Canada
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Job Level
Tech Stack
About the role
- 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, 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.
- Monitor and manage queue health: backlog, aging, capacity.
- Serve as the primary operational escalation point for Tier 1.
- Review and approve outbound communications ensuring clarity and professionalism.
- Enforce intake completeness standards so requests are decision-ready before escalation.
- Track and analyze key operational metrics, including: Volumes by request type, SLA compliance, backlog, and cycle time.
- Own the operational playbook for Credit support execution: SOP adherence and quality expectations.
- Build strong working relationships across the Credit Service Desk and internal stakeholders.
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.
- APPRES (Alberta Personal Property Registry Electronic System) certification or willingness to obtain within the first 6 months.
- 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).
- Structured, reliable, and detail-oriented; sets clear expectations and follows through.
- Coaching mindset: improves performance through clarity, standards, and practical feedback.
- Metric-driven and action-oriented, uses data to prioritize and improve.
- Strong relationship builder who can influence without authority.
- Comfortable operating between frontline execution and business stakeholders.
Benefits
- Nutrien is an equal opportunity employer
- We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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 skillsreportingdata analysisworkforce managementqueue monitoring
Soft Skills
leadershipcommunication skillsrelationship buildingcoaching mindsetdetail-orientedability to manage multiple prioritiescalm under pressureinfluence without authorityaction-orientedstructured
Certifications
APPRES certification