Requisition ID: 83560
Join the Global Community of Scotiabankers to help customers become better off.
As the Senior Manager, National Operations, you will act as the primary relationship manager for the Canadian Contact Centre (CCC) Service, Sales and Specialized franchise nationally, to recommend strategic operational decisions that create efficiency and improve the customer and employee experience, in a 24/7 environment.
You are responsible for running the day-to-day operations by investigating, escalating, resolving and communicating product, system and procedural issues that arise, impacting the customer experience.
You will be the first point of contact for technology and application support, real estate, business continuity planning and custodial functions as they relate to the day-to-day operations of the CCC. In addition, you will lead the team to provide a superior level of support for the customer experience through effective management of the Voice of the Customer program, Customer Concerns, the Monetary review and case management processes and customer and employee feedback gathered through multiple channels.
As part of the bank’s Crisis Communication team, the Senior Manager has a key role in assessing the nature and severity of the issue impacting customers in order to effectively recommend the appropriate technical and/or process-related solution to manage the incident through to resolution.
What will your role be?
Act as the primary Relationship Manager for the Sales, Services, Specialized and Operations Management teams nationally:
Represents the needs of the CCC Management team nationally to find innovative solutions to operational challenges that are systemic or arise due to an emerging business need.
Assess current operational processes and make strategic recommendations for improvements through policy, process or system enhancements.
Gain buy-in for recommendations from the Senior Management team to implement operational improvements.
Leverage relationships with the CCC Projects & Process Improvements and IT&S teams to ensure seamless integration.
Act as the first point of contact for the Client Centre Technology team as well as the Business Lines seeking operational support and feedback for operational issues and new campaigns and initiatives.
Lead an integrated national Voice of the Customer program (Service Quality Measurement, Telephone Banking Survey, Team Voice, Office of the President, Ideas in Action, CCC/Branch Partnerships) to deliver strategic benefits for the CCC:
Leverage customer feedback gathered from multiple sources to proactively identify areas of opportunity that will drive the greatest benefit for the customer experience; create a mechanism to share key insights and subsequent action plans with the CCC Senior Leadership team and Business Lines partners.
Provide key insights driven out of the SQM repeat call analysis process to determine how to best improve First Call Resolution and overall Customer Satisfaction.
Lead/monitor the administration (Master List maintenance, Portal access, disputes) of the Service Quality Measurement (SQM) process to ensure that IT&S and SQM are receiving the information required to survey customers at the agreed intervals.
Provide ongoing recommendations to the Senior Leadership team to continually improve the survey process and ensure that it aligns with the CCC strategy and other key surveys (e.g. Ipsos and Telephone Banking Survey).
Work with CCC Projects and Business Lines to prioritize and recommend policy, process and technology changes to improve the customer experience.
Maintain oversight on operational policies/procedures to ensure consistency and adherence to support an excellent customer experience:
Lead the identification and resolution of system degradation and outages to successful resolution; communicate proactively with front line employees and the CCC Leadership team to ensure that solution-oriented information is provided in a timely and consistent manner.
Lead and deliver enhancements that reduce costs and improve productivity/controls and service levels for the Customer Contact Centres nationally.
Ensure proper controls are in place to govern systems access to meet established Bank standards and to ensure that employees can seamlessly carry out their daily job responsibilities.
Manage and maintain the Business Continuity Plan for the Toronto Contact Centre, constantly evaluating the plan to ensure new business priorities are taken into consideration. Support BCP partners (other CCC sites and other Business Lines as required.)
Identify systemic operational gaps that need to be addressed as part of the Operational Risk Review process annually and recommend risk mitigants.
Leverage the monetary write off process (credit and deposits) to deliver forward-thinking recommendations that will enable the CCC to proactively manage expenses and meet financial goals set in the Balanced Scorecard.
Proactively manage, research and identify solutions and lead the implementation of physical real estate changes to proactively meet established business and employee needs:
Act as the primary relationship manager with the Scotiabank Real Estate department, negotiating new space requirements and telephony changes.
Leverage floor plan management software to create better controls around the seating and staffing plan nationally.
Lead the creation of a formalized new/existing employee seating request process and an ongoing seating gap analysis process to optimize space and capacity.
Make recommendations to support the professional appearance of the Toronto CCC to further promote employee engagement.
Ensure Occupational Health & Standards are met and evacuation protocols are adhered to.
Oversee the annual At Home Agent inspection process and support maintenance of assistive technology equipment and all other business machines.
Work closely with the Financial Officer to ensure that funding requests for real estate projects follow the established business case rules.
Demonstrate strong team leadership to motivate and sustain individual and team performance:
Foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement.
Exhibit an ability to listen, negotiate and communicate team goals.
Identify and support training and developmental needs of team members.
Manage staffing requirements and departmental workloads, especially during peak periods.
Skills you already have
Undergraduate degree in related discipline and/or 5 to 10 years related work experience
Thorough understanding of the Contact Centre environment, sales and service
Excellent problem solving, communication, strategic influencing and relationship management skills are essential
Strong technical knowledge of the Contact Centre applications and how they work together to be able to design/recommend solutions when significant customer-facing issues arise
3 years of leadership experience
This role is located at 888 Birchmount Rd.
This unit operates in a 24/7 environment
Regular office hours required with the expectation of being on call and/or coordinating coverage during after hours for incident management.
Location(s): Canada : Ontario : Scarborough
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.