Manager, Sales Campaigns

1 week ago

Toronto, Ontario, Canada Scotiabank Full time
Requisition ID: 196796

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


Leads and oversees Sales campaigns and business strategies in the Canadian Banking Contact Centre, ensuring plans and initiatives are executed in compliance with governing regulations, internal policies, and procedures.


Liaison with Lines of Business, launching new initiatives and providing insights and requirements to ensure the success of respective campaigns through Inbound and Outbound channels.

Leads R&D projects, capturing results and key learnings, proposing enhancements to current campaigns, and/or launch of new initiatives. Manages Outbound queue strategy.

Is This Role Right for You? In this role, you will:

  • Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Partner closely with the lines of business and the rest of the strategy team to meet business objectives and ensure the consistent, accurate execution, reporting and management of campaign operations, both on Inbound and Outbound channels.
  • Evaluates campaign success, using analytical tools (Excel, Power BI, and others) to conduct in depth analysis on performance, productivity, and opportunities to improve.
  • Manages a team that provides support throughout the campaign build process, including minimizing or reducing campaign errors and ensuring a smooth rollout of new initiatives (R&D). This includes defining specs with key partners and ensuring that business flows, user requirements and development of new systems for each new sales campaign is in line with strategic and operational strategies.
  • Works with our Marketing & CIM Teams, and Business Line Partners to capture requirements, configure and execute marketing driven dialer campaigns.
  • Collaborates with frontline to design, build and launch Reward & Recognition (R&R) campaigns for Inbound and Outbound channels supporting existing or upcoming sales strategies and campaigns.
  • Collaborates with Sales Optimization and Governance team in Annual Business Summary Planning to arrive at National Contact Centre goals, and develop and optimize campaigns to achieve the specific goals. Role of National Sales Manager is also to help vet which new initiatives work well within the Contact Centre environment.
  • Provides senior management team with status of campaign initiatives as well as analysis and recommendations pertaining to these initiatives. The manager must have a strong understanding of the Contact Centre systems/ platforms/ procedures and reporting.
  • Provides input on new NBAs or changes to existing to ensure alignment with existing or upcoming campaigns.
  • Along with key partners, looks at ways to enhance the campaign process to drive increased efficiency and effectiveness.
  • Understand how the Bank's risk appetite and risk culture should be considered in daytoday activities and decisions.
  • Creates an environment in which his/her team pursues effective and efficient operations of his/her 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 daytoday business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Builds a high performance environment and implements 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.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

  • Minimum Post Secondary Degree.
  • 5+ years in Contact Centre or Banking Business lines.
  • Possess welldeveloped interpersonal, communication, and analytical skills.
  • Leadership experience developing and coaching teams.
  • Proven Sales Optimization/Management skills.
  • Experience developing and executing various strategic tactics, planning, and working on projects focused on sales campaigns and operations.
  • Experience making strategic recommendations to influence stakeholders through collaborative relationships to maximize business growth.
  • Able to manage various workstreams related to projects which include processing large sets of data into a suitable form for analysis to provide the leadership team with key trends and recommendations.
  • Working knowledge of various systems: CCP, Edge, Syntelate, TCS green screens, Sales Builder, AVAYA, Genesis, PowerBI.
  • Solid knowledge of Excel and CCC Integrated Reporting Systems (IRS/ Webfocus).
Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas

Guided by our purpose:
"for every future", we help our customers, their families and their communiti

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