First Nations/Metis/Inuit: Manager, Customer Care Full Time

Requisition ID: 180728

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Posted pursuant to Scotiabank’s Special Measure Program under the Employment Equity Act and Canadian Human Rights Act.

While you must be an Indigenous person in order to submit your resume, participation is completely voluntary. Please use the definition below to make sure you’re eligible and open to self-identifying as Indigenous person:

Indigenous Peoples include First Nations, Métis and Inuit people. Only those Indigenous peoples who come from Canada should identify themselves as belonging to this designated group.

Purpose

Leads and oversees a team in the Global Contact Centre ensuring business strategies, plans, and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures.
You will join and be welcomed into an inclusive and accessible workplace that reflects the Indigenous communities that we serve. Have access to a large and growing Scotiabank Indigenous network where you can connect, share, and learn with other First Nations, Inuit, and Metis Scotiabankers and their allies. We also uplift voices that value intersectionality and have a variety of Employee Resource Groups to fit your lifestyle and background.

What you’ll do:

• Lead and drive a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Actively promote the delivery and achievement of industry-leading customer service by
  • Ensuring that every customer experience is consistent with the Canadian Contact Centre service standards
  • Ensuring that they develop a team of high-performing, subject matter experts with sound problem-resolution skills. In addition, developing their Customer Care Advisors to be knowledgeable, confident agents that focus on first-contact resolution and deliver personalized advice and solutions for our customers.
  • Ensuring all Customer Care Advisors have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives.
  • Engaging in coaching as an ongoing observational activity with Customer Care Advisors by providing relevant feedback and coaching during live call observations, side-by-side, group coaching, and skill building
  • Acting as the first level escalation point for Customer Care Advisors, reviewing Customer Care Advisor’s customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities.
  • Regularly scheduling one-on-one coaching with Customer Care Advisors to recognize success, help overcome obstacles, and set focus.
  • Proactively identifying trends among teams related to customer satisfaction/retention, Customer Care Advisor’s knowledge, productivity, etc., and bringing forward to the Senior Manager recommendations.
  • Effectively managing direct and indirect reports of any performance and conduct concerns and working with Human Resources and Employee Relations  as required.
  • Ensuring regular visibility on the floor to foster and develop a strong, positive team environment.
  • Identifying, delivering, and supporting the training and developmental needs of team members
• Lead team meetings to acknowledge positive results,
• Support new Customer Care Advisors with onboarding and transition from training to the floor.
• Drive the internal communication process by ensuring the Customer Care Advisors are aware of business changes, key projects, corporate goals, and the Canadian Banking Strategy.  In addition, any ongoing critical changes affecting customers and employees.
• Build effective working relationships across the team and with various business lines and corporate functions.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Create an environment in which the team pursues effective and efficient operations in 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, Anti Money Laundering/Anti-Terrorist Financing/sanctions and conduct risk.

Skills and Experience You Already Have:

• Strong written and verbal communication skills
• Experience in a leadership, coaching, and/or mentoring type role
• Strong customer service experience, including 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
• Demonstrated change leadership, cross-cultural leadership and a strong focus on the customer and results is a must.
• Proven ability to 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
• Ability to take initiative in creating new processes that support and help achieve business objectives
• Demonstrated relationship-building skills to ensure cooperative working relationships with team members, colleagues, and business partners

Work Conditions:

• The hours for this role are Mon-Fri from 10am-6pm. However, the Contact Centre is a 24/7 environment, in which extended/non-standard operating hours are required to accommodate service level agreements. As such, you may be requested to work overtime during peak season and/or periods of increased volumes. Your shift may change, with notice, to better support business needs. Non-standard hours are a common occurrence.
• This is a hybrid role with the requirement to be in office once per month at our Contact Centre location: Scotia Square Mall, 5201 Duke Street, Halifax, NS.

Location(s):  Canada : Nova Scotia : Halifax || Canada : Nova Scotia : Bedford || Canada : Nova Scotia : Dartmouth || Canada : Nova Scotia : Hammonds Plains

Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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.