Senior Director, Customer Service Centre (bilingual)

Senior Director, Customer Service Centre

Closing Date (MM/DD/YYYY): 01/25/2026

Worker Type: Permanent

Language(s) Required: Bilingual (English and French)

Term Duration (in months):

Salary Range (plus eligible to receive a performance based incentive, applicable to position): $151,470 - $204,930

At FCC, we're proud to be 100% invested in Canadian agriculture and food. As a federal Crown corporation, we provide financing, knowledge resources and business management software to over 103,000 customers nationwide.

Here's what you can expect when you join our team:

• Competitive total rewards packages: market-aligned and performance-based salary and incentive programs, flexible and comprehensive group benefit and savings plans, and well-being support through benefits and wellness programs
• Purpose-driven work: We build strong relationships, share knowledge and support the people who feed the world
• Growth: Learning and development opportunities to help you thrive
• Hybrid work options

How you'll make an impact: Lead FCC's Customer Service Centre (CSC) team, who delivers financial services and other support to customers. Working in a lending call centre, this large, diverse team provides underwriting support for our direct and third-party financing teams and front-line responses to customer and industry inquiries. As a Senior Director, Customer Service Centre, you'll manage the policies, processes, day-to-day operations and service standards of the CSC. You'll also support and work with senior leadership, external partners and internal business units to ensure that the CSC helps them meet their goals. If you thrive in a customer- and partner-focused, fast-paced environment, this could be the role for you

What you'll do:

• Develop strategies to enhance business performance
• Make recommendations and decisions about the Customer Service Centre's policies, processes, day-to-day operations and service delivery standards/objectives
• Establish lending objectives
• Work with our Alliances team to develop and implement third-party financing solutions for partners
• Develop service and credit scoring and term-lending opportunities
• Manage outbound sales and marketing for products, customer support programs and community investment initiatives
• Ensure channel integration between front-line field staff, Customer Service Centre phone calls and website inquiries
• Oversee the first phase of collections services
• Recruit and retain a strong, effective team
• Manage team workload, goal setting and performance

What you'll bring to the team:

Required qualifications:

• A bachelor's degree in finance, business or commerce and at least 11 years of experience (or an equivalent combination of education and experience)
• Knowledge of the agriculture industry
• Proven expertise in lending and leadership
• Solid knowledge of origination processes and third-party financing programs

Preferred qualifications:

• Proficiency in both official languages (English and French). We encourage all candidates to submit their application, regardless of whether they believe they meet the linguistic requirements of the position

Not sure you meet every requirement? We encourage you to apply anyway.

You belong here: At FCC, we're committed to creating an inclusive, equitable and accessible workplace – one that reflects the communities where we live, work and play. Our team is made stronger through diversity, and we're dedicated to building a workforce that brings together a range of backgrounds, abilities and perspectives.

We encourage qualified applicants to apply, including members of these four employment equity groups:

• Indigenous Peoples
• Members of visible minority groups
• Persons with disabilities
• Women

Accessibility and accommodations: To support an inclusive and accessible candidate experience, we encourage anyone needing an adjustment or accommodation during any stage of the recruitment process to email us at TalentSupplyRecherch@fcc-fac.ca. An HR partner will respond and work with applicants who request a reasonable accommodation. Information received in relation to accommodation requests will not impact hiring decisions.