Requisition ID: 206143

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


Job Purpose


The Senior Manager Contact Centres i TRADE is responsible for executing and delivering the short and medium-term service, operation, and personnel strategies as defined by the Director i TRADE Contact Centres (CC) to support the day-to-day functioning of Scotia i TRADE CC.
The incumbent leads a team of Client Service & Sales Managers by providing leadership, coaching, direction, expertise, and guidance, ensuring they are successful in developing client-focused teams dedicated to outstanding service delivery, client loyalty and maximizing sales opportunities.


Key Accountabilities


Inspire, lead and drive a client-centric performance culture by:

• Embracing and championing change management initiatives by ensuring clear communication with all employees
  

• Ensuring all direct reports has established annual objectives that are aligned with the business plans and responsibility for tracking individual performance against objectives.
  

• Engaging in coaching as an ongoing activity, thereby ensuring continued improvement of knowledge, leadership and coaching skills of Managers.
  

• Regularly scheduling one-on-one coaching with direct reports to recognize success, manage non-performance, help overcome obstacles and set focus.
  

• Facilitating Manager Meetings to acknowledge positive results, communicate the weekly focus, review the week’s goals and priorities, share best practices, successes and address challenges.
  

• Identifying and supporting training and developmental needs of direct reports.
  

• Coaching and managing direct reports to ensure the performance management process is in place among teams.
  

• Sharing knowledge, experience and responsibility with direct reports in a drive for the highest standards of professionalism, sales and service excellence.
  

• Fostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement among direct and indirect reports.
  

• Exhibiting an ability to listen, negotiate and communicate goals.
  

• Leveraging coaching techniques and utilizing technologies to regularly and effectively engage team members based in Montreal and holding direct reports accountable for the same expectations (as required).
  

• Coaching to and supporting a sales culture of i TRADE or Scotia products or services that will benefit clients
  

• Facilitating a culture of open and honest communication by actively participating and contributing to huddles, team meetings and having a continuous floor presence.
  

• Encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members.
  

Contributes to the optimization of the business & i TRADE Contact Centre by:

• Independently manage the implementation of new initiatives, sales campaigns or special projects for the Centre as assigned, completing project work on schedule and within approved budgets.
  

• Uses expert understanding of i TRADE’s products/processes/procedures to act as the second escalation point for client calls, resolving issues and negotiating compromises. Leverages situations as coaching opportunities to provide direction, guidance and support to direct reports.
  

• Managing development & deployment of training (licensing, new hire, product knowledge) and to ensure staff are adequately cross-trained & licensed to maintain service delivery and queue coverage.
  

• Partner with Workforce Management to ensure service delivery SLAs & schedule adherence is maintained, vacation and absence policies are adhered to and resources are optimally deployed to best manage each channels SLAs.
  

• Proactively identifying and providing recommendations to promoting client satisfaction, increasing retention, productivity and reducing costs in the CC through policy, procedural and systems solutions improvements.
  

• Managing KPI reporting and analyzing results, raising issues/trends and solutions to the Director and implementing those solutions (e.g. centre performance, problem management, compliance etc.).
  

• Reviewing interactions with clients (e.g. reviewing recorded calls and side-by-side observational calls) and interactions with employees (e.g. participating in coaching sessions led by Managers) to identify opportunities, systemic challenges/possible solutions.
  

• Managing Voice of the Client (SQM, NPS) survey results in a timely manner and actively promoting strategies to increase the client experience through the use of this business intelligence.
  

• Driving the internal communications process by ensuring direct and indirect reports are aware of key projects, corporate goals and ongoing critical changes affecting clients.
  

• Devises, recommends and implements tactical responses to address specific issues and to correct any negative trends.
  

• Building effective working relationships across all teams, departments and business lines to support any and all corporate functions.
  

• Collaborate with Marketing & Acquisition teams to create, deploy and support campaigns & promotions
  

• Responsible for ensuring staff are familiar with the Business Continuity Plan and communicating/enacting protocol with teams.
  

Comply & adhere to all regulatory and compliance guidelines:

• Ensuring ongoing CC compliance with CIRO/OSC guidelines and all staff are in compliance with licensing/maintenance of licensing required to trade securities.
  

• Maintaining an ongoing awareness of IIROC/OSC regulations, changing market conditions, demands, shifts in policies and emerging trends in regulations applicable to the area.
  

• Promoting adherence to the Scotiabank Guidelines for Business Conduct and any supplement guidelines or codes of conduct applicable to the area.
  

• Managing all general compliance (e.g. KYC, AML, CASL) and privacy related issues relative to the Contact Centres and ensuring all internal policies and procedures remain compliant with the Bank’s external regulators.
  

• Assisting management in dealing with the 6 key elements of the compliance process (Regulatory Awareness; Review & Risk Assessment; Policies, Practices, Procedures, Systems & Training; Monitoring Compliance; Remedying Non-Compliance and Resolving Problems; Compliance Reporting) in a cost effective manner.
  

• Resolving customer and branch concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation
  

• Analyzing root causes of service issues/breaches and initiating corrective action by determining and overseeing the implementation of corrective policy/procedures.
  

Functional Competencies

• Strong managerial, leadership, and coaching skills required to ensure reporting managers and their teams achieve the desired results, for example: Delivery of expected customer service levels, meet shifting customer demand and managing human resources in the most cost effective manner
  

• Strong customer service experience, including a high degree of judgment/organizational skills and initiative to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
  

• Strong understanding of the discount brokerage industry including market mechanics, security regulations, etc.
  

• Strong financial analysis and problem solving skills
  

• Ability to build and leverage strategic relationships within and outside the organization
  

• Familiarity with project management (Waterfall, Agile etc)
  

• Understanding of electronic communication channels and how they play a role in client service
  

• Strong knowledge of technology used to support trading and service functions
  

• Thorough knowledge of PC user programs including advanced analytics using Excel or similar programs
  

• Familiarity with budgeting and managing costs
  

• Strong understanding of Scotia regulations and guidelines for business
  

• Superior oral and written communication skills, including presentation and facilitation
  

• Excellent time management skills
  

• Ability to work autonomously combined with the ability to maintain close working relationships with other Centre
  

Education/ Experience

• Industry course minimum requirements include:
  

• Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH)
  

• Branch Managers Course
  

• Options Supervisors Course (including DFC, OLC)
  

• University Degree
  

• 5-8 years industry experience preferably in a management role
  

Location(s): Canada : Ontario : Ottawa

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. 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.