Requisition ID: 76363
Join the Global Community of Scotiabankers to help customers become better off.
As the Sr. Manager, Customer Care & Solutions, you will lead and oversees teams in the Canadian Customer Contact Centres by ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.
What will you be doing?
You will lead and drive a customer focused culture throughout your team to deepen client relationships and leverage broader Bank relationships, systems and knowledge by:
Developing a high-performing team with sound problem resolution skills that focus on first contact resolution and deliver on personalized advice and solutions for our customers.
Ensuring all Managers have established annual performance objectives that are aligned with the business plans and tracking individual and team performance against objectives. You will prepare and sign off PARs and manage the Global Compensation Planner at year-end
Regularly schedule one-on-one coaching with Managers to recognize success, help overcome obstacles (working with HR and ER as required) and identifying training and developmental opportunities
Participating in team meetings to acknowledge positive results, communicate the team’s focus, goals and priorities, share best practices, successes and address challenges
Ensuring that every customer experience is consistent with the CCC service standards and provide value-add customer service through leading by example
Ensuring direct and indirect reports are aware of business changes, key projects, corporate goals, and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall
Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members
Building effective working relationships across the teams and with various business lines and corporate functions to better support the business and customers
You will contribute to the maximization of the Contact Centre efficiency by:
Having a clear understanding and accountability of the Contact Centre’s financial and non-financial goals and the fiscall year CCC strategy
Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends
Proactively identifying and providing recommendations to the Director related to promoting customer satisfaction/retention, increasing productivity and reducing costs in the Centre through policy, procedural and systems solutions improvements
Ensuring service and support provided by their teams are delivered within established Service Level Agreements (SLA’s)
Ensuring direct reports are familiar with the Business Continuity Plan and communicating/enacting protocol with teams.
Keeping the Directors and Site Heads up to date on development and trends within the contact centre industry
Acting as the main point of contact and completing administration for all leaves of absences, shift or schedule changes, retirements, terminations, resignations and Flexible Work Option requests.
Overall accountable for payroll activities (eg. time in lieu, holiday pay, shift premiums and over time).
You will understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
You will create an environment in which the team pursues effective and efficient operations of respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk by:
Ensuring all targets are met or exceeded for the team
Managing the implementation of new initiatives for the Contact Centre, as assigned.
Occasionally supporting Sr. Leadership with special projects, as required.
Acting as a change agent, leading, motivating and supporting Managers through changes, modeling behavior and ensuring the Managers are prepared to support their teams through change.
Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Guidelines for Business Conduct and any supplemental guidelines or codes of conduct.
Working with Staffing and Recruitment to interview, hire and retain top talent, as required.
You will build a high-performance environment and implement a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
You will focus on the requirement to drive revenue through advice and solutions to our customers by:
Ensuring effective Performance Management protocols are implemented by Managers.
Understanding of reporting and data around Solution results, as well as operational metrics.
Working to optimize solution results, segmenting performance and identifying ways that processes or approaches can be improved to optimize revenue opportunities.
Skills you already have
Strong knowledge of Scotiabank’s Retail, Small Business and Commercial products and services
Working knowledge of Insurance, Mutual Funds, and Borrowing, is considered an asset.
Sales of business development experience is required.
5-7 years of industry experience in a management role with strong leadership and coaching skills
Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must.
Expert customer service experience required with a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes.
Strong financial analysis and problem solving skills.
Proven ability to strategically influence and motivate others.
High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment.
Strong written and verbal communication skills.
Ability to take initiative in creating new processes that support and help achieve business objectives
Ability to build and leverage strategic relationships within and outside the organization.
Ability to work autonomously combined with the ability to maintain close relationships with other Centres.
Bilingual (French/English or Cantonese & Mandarin/English) is considered an asset.
Work days will be Tuesday (9am-12am) - Saturday (10am-6pm)
This role is located at 2201 Eglinton Ave. E
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.