Manager, Communications

2 weeks ago

Halifax, Canada Scotiabank Full time

Requisition ID: 170475

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

**Purpose**

Contributes to the overall success of the Atlantic Customer Contact Centre in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

**Accountabilities**
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Manage the development and multi-channel delivery of internal communication solutions that support the strategies of Scotiabank, Operations, and the Customer Contact Centres by: o Leading the development, management and maintenance of communication channels for the ACCC and researching, developing and introducing new mechanisms and channels while rationalizing obsolete mechanisms.
- Developing and maintaining relationships with senior leaders across the business line to ensure open communication and flow of information to support strategic communications.
- Writing and developing presentations, newsletter content and templates for distribution to ACCC employees and stakeholders.
- Working closely with Senior Leadership team to develop high-quality employee communications that support the strategic direction of the business and effectively promote and motivate staff.
- Maintaining working knowledge of the day-to-day operation of the Contact Centre in order to effectively communicate with all levels of staff to ensure the successful communication and implementation of change initiatives within the ACCC.
- Reviewing bank-produced marketing publications, executive communications, product launches and operational/procedural changes to determine if a site level communication initiative may be required.
- Providing advice and direction to stakeholders on communication strategies where required.
- Identify areas of opportunity to improve operational effectiveness and influence change within the Centre and/or Business Line.
- Ensuring that communication channels, both upward and downward, are open by proactively soliciting feedback from staff regarding communication methods.
- Executes and implements innovative employee engagement strategies to drive employee and customer satisfaction by:

- Identifying and executing unique employee focused initiatives with the goal of positively impacting employee satisfaction.
- Developing, managing and maintaining motivational reward and recognition programs designed to support site achievement of key KPIs and enhance employee satisfaction.
- Leading the sites community engagement strategy through effective management of the Scotiabank Team Community Program, development and execution of all internal fundraising campaigns and coordination of volunteer efforts.
- Developing plans and leading the execution of the site’s annual Best of the Best celebration while ensuring expenditures remain aligned with fiscal budget.
- Support the development and sustainment of a vibrant Scotiabank Live presence for ACCC employees by: o Leading the development, management, and maintenance of the site’s main communication channel, CCC Live Halifax.
- Developing effective communication strategies to drive platform engagement, improve user adoption and increase brand awareness of the Contact Centres on Scotiabank Live.
- Creating and maintaining “best practices” and other supporting communications documents for all ACCC employees.

**Additional Responsibilities**
- Supervise and coordinate the work of communications assistant.
- Actively participate in meetings with front-line leaders, senior leaders and CCC National Communications.
- Build and maintain effective working relationships across the Contact Centre and with various business lines and corporate functions to better support the business and promote the Contact Centre brand.
- Manage the day-to-day production of special events, leadership off-sites, employee engagement events and strategic planning activities to support the Atlantic Customer Contact Centre leadership team as required.
- Contribute to the profitability of the overall Contact Centre’s established financial objectives and targets through the identification and solicitation of cost-effective solutions and/or savings within the realm of communications.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framewo

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