Farm Credit Canada

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Position title: Customer Service Manager

File: FCC219-12/13

Location: Surrey, British Columbia

Closing date: Monday, December 17, 2012

Division: Operations

Language requirement: English

Business administration expertise required
Lead the administrative team supporting agribusiness and agri-food lending staff. You’ll manage a diverse workload that includes budgeting, resource planning and monitoring sales. Using your in-depth understanding of lending and customer relationship management processes, you’ll work with the team to research new enterprises, support colleagues with prospecting, and administer business development activities. You have a degree or diploma in business administration, a proven track record in agricultural or commercial financial services, and at least three years of experience (or equivalent). Knowledge of value-add businesses related to agriculture is an asset.

These competencies describe the required behaviours and expectations for the position:

ORGANIZATIONAL COMPETENCIES		JOB COMPETENCIES
Agility Acknowledges both organizational and personal capacity to change, based on what is and is not possible or probable. Knows when to say no. Changes approach accordingly, even though this may entail considerable effort to meet the organization’s needs. Customer experience Undertakes a regular exchange of information with customers and/or co-workers for mutual benefit to build a network of trust. Manages these relationships on an ongoing basis to ensure alignment and efficiency of effort. Initiative Makes well-thought-out modifications to systems or processes to improve both their impact and performance. Learning and innovation Develops a cross-boundary approach to learning by gaining information from multiple sources and encourages this in others as a strategy for continual improvement. Adapts communication for different audiences. Solution focus Analyzes relationships among several parts of a problem or situation. Demonstrates resilience by developing personal tactics and techniques to deal with issues and changes encountered in resolving problems. Teamwork and partnership Makes sure the practical needs of the team are met. Uses different leadership styles in response to the needs and goals of the team.		Impact and influence Calculates the impact of actions and words. Listens to what others have to say and actively adapts style and approach to suit different groups. Understands different perspectives before taking action. Judgment and decision-making Actively seeks additional insights to refine judgment and support decision making. Develops a thorough understanding of how external forces within a division, organization, marketplace or industry relate to one another. Identifying, planning and executing Demonstrates a keen understanding of differences in relationships between individuals and groups. Develops and implements effective work plans and schedules for multiple undertakings that involve different groups. Effectively allocates work and is able to redirect resources quickly to meet changing priorities while managing competing tasks. Leadership Develops strategies and actions to realize the organization’s goals. Promotes outstanding achievements within the organization. Guides others through direct and indirect means to achieve organizational objectives and keeps others informed about individual actions, processes or influencing events. Development and capability focus Provides coaching and reinforcement to others to define career development activities that are clearly linked to business, team and individual goals and required competencies. Encourages ownership of development by supporting formal training, on-the-job experiences and other relevant developmental activities. Process improvement Seeks opportunities and uses a systematic approach to enhance or modify a process to improve results. Questions existing processes. Considers inter-dependencies and is prepared for, anticipates and effectively deals with problems and roadblocks.

ORGANIZATIONAL COMPETENCIES

JOB COMPETENCIES

Agility
Acknowledges both organizational and personal capacity to change, based on what is and is not possible or probable. Knows when to say no. Changes approach accordingly, even though this may entail considerable effort to meet the organization’s needs.

Customer experience
Undertakes a regular exchange of information with customers and/or co-workers for mutual benefit to build a network of trust. Manages these relationships on an ongoing basis to ensure alignment and efficiency of effort.

Initiative
Makes well-thought-out modifications to systems or processes to improve both their impact and performance.

Learning and innovation
Develops a cross-boundary approach to learning by gaining information from multiple sources and encourages this in others as a strategy for continual improvement. Adapts communication for different audiences.

Solution focus
Analyzes relationships among several parts of a problem or situation. Demonstrates resilience by developing personal tactics and techniques to deal with issues and changes encountered in resolving problems.

Teamwork and partnership
Makes sure the practical needs of the team are met. Uses different leadership styles in response to the needs and goals of the team.

Impact and influence
Calculates the impact of actions and words. Listens to what others have to say and actively adapts style and approach to suit different groups. Understands different perspectives before taking action.

Judgment and decision-making
Actively seeks additional insights to refine judgment and support decision making. Develops a thorough understanding of how external forces within a division, organization, marketplace or industry relate to one another.

Identifying, planning and executing
Demonstrates a keen understanding of differences in relationships between individuals and groups. Develops and implements effective work plans and schedules for multiple undertakings that involve different groups. Effectively allocates work and is able to redirect resources quickly to meet changing priorities while managing competing tasks.

Leadership
Develops strategies and actions to realize the organization’s goals. Promotes outstanding achievements within the organization. Guides others through direct and indirect means to achieve organizational objectives and keeps others informed about individual actions, processes or influencing events.

Development and capability focus
Provides coaching and reinforcement to others to define career development activities that are clearly linked to business, team and individual goals and required competencies. Encourages ownership of development by supporting formal training, on-the-job experiences and other relevant developmental activities.

Process improvement
Seeks opportunities and uses a systematic approach to enhance or modify a process to improve results. Questions existing processes. Considers inter-dependencies and is prepared for, anticipates and effectively deals with problems and roadblocks.