Manager, Customer Care

4 weeks ago

Ottawa, Canada Scotiabank Full time

Requisition ID: 192431

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

Contributes to the overall success of the Specialized Wealth Management Department in Canada ensuring specific individual goals, plans, and 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.

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

- Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Follow the guidelines for Compliance Officers as described in the Scotia Securities Inc. Compliance Policies Manual, including but not limited to knowing the regulations and standards governing the mutual fund industry, including policies specific to Scotia Securities Inc. (SSI), and the Mutual Fund Dealers Association (MFDA).
- Supporting new Customer Care Advisors with onboarding and transition from training to the floor. Being accountable for payroll activities (e.g., time in lieu, holiday pay, shift premiums, and overtime).
- Ensuring all Customer Care Advisors have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing Customer Care Advisor Personal Development Plan commentary and one-on-one delivery discussions.
- Engaging in coaching as an ongoing observational activity by reviewing Customer Care Advisor customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within the team, and appropriate solutions.
- Regularly scheduling one-on-one coaching with Customer Care Advisor to recognize success, help overcome obstacles, and set focus thereby ensuring continued improvement of knowledge, efficiency, and quality.
- Effectively managing direct and indirect reports of any performance and conduct concerns and working with Human Resources and Employee Relations as required.
- Ensuring employee development is a priority for Customer Care Advisors through regular development plan discussions.
- Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, facilitating a culture of open and honest communication to drive employee empowerment and innovation
- encouraging the generation of new ideas and approaches and a high degree of employee engagement.
- Driving 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, to improve the day-to-day efficiency of the Centre as well as customer service overall.
- Acting as the Second-level escalation point for Customer Care Advisors, resolving issues and negotiating compromises by proactively taking over a customer call. Determines when escalations should be escalated to the Senior Manager and the Director.
- Ensuring the team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g., KYC, AML, and Privacy Laws), Scotiabank’s Guidelines for Business Conduct, and any supplemental guidelines or codes of conduct applicable to the Canadian Contact Centre.
- Ensuring team members are familiar with the Business Continuity Plan and responsible for enacting the plan when required.
- 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 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, AML/ATF/sanctions and conduct risk.
- Champions a high-performance environment and contributes to an inclusive work environment.

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

- Licensed to sell mutual funds in Canada and registered with the appropriate Provincial Securities Commission(s) as a registered mutual funds representative.
- Expert Knowledge of Mutual Fund Products and completed the Branch Compliance Officer course.
- Having a clear understanding of the Contact Centre’s financial and non-financial goals and strategy.
- Requires thorough knowledge of the investment and loan products of Scotia Securities Inc. (SSI) and the appropriate policies, legislation, and taxation regulations.
- Strong Communication skills and focus on customer service.
- Building effective working relationships across the team and with various business lines and corporate

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