Help Desk Officer

1 week ago

Mississauga, Ontario, Canada Scotiabank Full time

Requisition ID: 199851

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

Help Desk (Tahoe) - 2 open positions

Purpose of Job:

The Help Desk Officer, DCD & Reconciliation is a subject matter expert who supports the Branch network and units within Global Operations by: responding to queries and providing quality advice, information and coaching to help resolve procedural questions or navigational issues, delivering an excellent customer experience. The Officer is performance-focused and works in close collaboration with partners.

Is this role right for you? In this role you will:

  1. Customer Experience - Provide the best-in-class customer service by:
    1. Ensuring a high level of process and system related knowledge as it relates to policies and procedures is maintained, delivering a consistently excellent level of service;
    2. Ensuring Service Level Agreement commitments and standards are understood and adhered to;
    3. Recognizing, and escalating to management, trends, problems and opportunities;
    4. Effectively executing on planned activities to ensure favourable quality, and timely support;
    5. Overcoming or working around obstacles that stand in the way of successful completion of difficult assignments and/or escalation of such.
  2. Business Plan/ Execution - Maintenance of effective tools and processes by:
    1. Efficiently completing daily activities that contribute to volume tracking, thus ensuring optimal fulfillment of branch/partner support needs is being provided;
    2. Escalating the identification of trends to management that will assist in streamlining processes and service delivery to partners and customers;
    3. Achieving targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results
    4. Effectively perform activities related to new and enhanced support initiatives and periodic branch roll-outs
  3. Operational Effectiveness/Improvement - Ensure the delivery of best-in-class customer service, fostering an environment that promotes agile, flexible and timely support processing, while mitigating risk by: Identifying or escalating possible causes of a situation, and its impact;
    1. Seeking information to resolve real, underlying needs of our customers/partners and correcting problems to avoid future recurrences;
    2. Thinking about what the department can do differently and recommending new, and better ways to serve our customers/partners;
    3. Adhering to day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, the Guidelines for Business Conduct, and Privacy;
    4. Ensuring Business Continuity Plan is in place and applicable testing is conducted for your team
    5. Prioritizing/monitoring and recommending changes to maximize the effectiveness of such.
  1. Development - Effectively develop competencies within the unit by:
    1. Ensuring department and position accountabilities, objectives, and goals are understood;
    2. Ensuring attendance and participation in ongoing coaching;
    3. Maintaining open lines of communication with management;
    4. Attending staff, unit meetings for the receiving and dissemination of information
  2. Relationship Management - Build and maintain relationships with business line partners by
    1. Participating as active partners, and initiating changes by working with manager, SSG units, branches, and business lines (e.g. Product Group, Systems Operations, Branch Customer Experience, etc.) to resolve issues, remove roadblocks, reduce costs and improve services;
    2. Providing feedback and recommendations to manager on branch and business line partner needs, and ways to improve support.

This position requires the following skills and experience:

  • Expert listening, oral and written communication skills
  • Thorough knowledge of Branch services, products, policies and procedures
  • Thorough organizational and time management skills
  • Thorough knowledge of LAN/PC Operations and systems (e.g. Pega, MS Office Suite, AS400, and others)
  • Ability to work under pressure with constant interruptions.
  • Standard office environment, with minor risk of exposure to hold-ups, extortion, etc. There is a constantly changing environment (priorities and deadlines) with dynamic volumes or processing problems encountered. Work must be accurately completed, while maintaining a high level of service to customers, within agreed upon service level agreements. Non-standard working hours may be a requirement, as hours range from Monday to Friday 8:30 a.m. 5:00 p.m.

Location(s): Canada : Ontario : Mississauga

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.

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