Job Description

Temporary position for 12 months.

As the Performance Section Manager in the Distribution Planning and Performance Department within Member Client Relations, you will lead a national team with a dual mandate supporting the performance and financial management of our Customer Relations Centre (CRC) operations. Reporting within Member-Client Relations, you will provide strategic leadership for performance tracking, analytics, workforce planning, reporting, and budget management across CRC call centre operations. Your team is responsible for delivering operational insights and performance reporting at both the individual agent and departmental levels, enabling data-driven decision-making and accountability. In addition, you will oversee the development, monitoring, forecasting, and stewardship of the Vice-Presidency's budget, ensuring investments align with operational priorities and business objectives. Working closely with leaders across Ontario, Atlantic and Western Canada (OAW) and Quebec lines of business, you will leverage analytics and strategic advisory expertise to optimize performance, enhance the member/client experience, support business transformation, and drive continuous improvement across a complex national operation. More specifically, you will be required to:

• Lead a multidisciplinary team responsible for operational performance, analytics, workforce planning, budgeting, and business insights, ensuring alignment with the strategic objectives of Member-Client Relations.
• Develop and implement integrated performance management strategies that transform operational and financial data into actionable insights for executive decision-making.
• Provide strategic advisory support to leaders by identifying performance trends, diagnosing business challenges, and recommending opportunities to enhance operational results, member/client experience, and employee engagement.
• Oversee the development of reporting solutions, dashboards, analytical models, and performance narratives that drive accountability and support organizational priorities.
• Lead workforce planning, capacity analysis, forecasting, and scenario planning to support sustainable growth, operational readiness, and informed resource allocation.
• Ensure strong financial stewardship through budget planning, forecasting, expense management, and performance monitoring, aligning investments with business priorities.
• Build and maintain strong partnerships with operational leaders and cross-functional teams to align performance, workforce, financial, transformation, and change objectives.
• Foster a culture of continuous improvement, innovation, and data-driven decision-making by advancing analytics capabilities, supporting business transformation initiatives, and developing team expertise in strategic and consultative leadership.

What we offer*

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

*Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor’s degree in a related field
• A minimum of eight years of relevant experience including three years of management experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Strong communication skills in both French and English, both oral and written due to the nature of the duties or work tools or because the position involves interactions with english-speaking partners, members and/or clients
• Intermediate knowledge of the budget process
• Intermediate knowledge of the DGIG data ecosystem
• Intermediate knowledge of call center metrics (KPIs, telephony, etc…)

Action oriented, Communicates effectively, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Strategic mindset

Equity, Diversity, Inclusion and Accessibility

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Trade Union (If applicable)

Job Family

Management (FG)

Unposting Date

2026-11-3