Credit Service Desk Operations Lead
Calgary, AB, CA, T2J 7E8 Saskatoon, SK, CA, S7K 5R6
Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.
Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.
The Credit Service Desk Operations Lead is a key member of the NBS Service Desk, responsible for leading day-to-day Credit support operations while also performing standard contact center functions as needed. This role is focused on operational excellence: intake discipline, accurate triage and routing, queue health, SLA performance, documentation quality, agent coaching, and continuous improvement. This position ensures requests are processed consistently and made decision-ready before reaching Credit decision-makers, enabling a reliable experience for branches, internal partners, and customers across U.S. and Canada Credit workflows.
What You'll Do:
- Service Desk Operations Leadership:
- 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.
- Intake Quality & Decision-Readiness:
- 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)
- Performance Management & Reporting:
- Ensure compliance with established SLAs and operational KPIs; identify emerging risks early and take corrective action.
- Track and analyze key operational metrics, including:
- Volumes by request type, channel, and region.
- SLA compliance.
- Backlog/aging and cycle time.
- Escalation volume, reasons, and trend drivers.
- Reopened tickets and documentation quality defects.
- Customer satisfaction themes and repeat-contact drivers.
- Produce daily/weekly dashboards and monthly operations reports with insights and practical recommendations.
- Knowledge, Training & Continuous Improvement:
- Own the operational playbook for Credit support execution: SOP adherence, checklists, scripts, triage standards, and quality expectations.
- Partner with Credit SMEs to validate knowledge content and ensure accuracy.
- Identify process and system gaps through pattern analysis.
- Translate insights into improvements (intake changes, workflow tuning, coaching themes, KB updates, revised SOPs).
- Support onboarding and cross-training so the team can cover priority workflows consistently.
- Collaboration & Communication:
- Build strong working relationships across the Credit Service Desk, Credit decision-makers/SMEs, Tier 2/3 teams, and internal stakeholders.
- Communicate operational performance, risks, and needs proactively to management and business partners.
- Present updates and recommendations in clear, user-friendly language to both operational and business audiences.
What You'll Bring:
- 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 withhin 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.
Ready to make an impact with us? Apply today!
The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. 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.
This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted. Applicants must meet minimum age requirements, as permitted by law.
Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien
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