Credit Service Desk Operations Lead

Overview

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.

• 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 Service Now, 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 Service Now.
  • 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.

• 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 Service Now (or similar ITSM/work management tools) for case management, categorization, reporting, and knowledge.
• 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…