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Customer Experience Lead
3 weeks ago
Requisition ID: 149178
Join the Global Community of Scotiabankers to help customers become better off.
What your role will be...
Customer Experience Lead
Accountabilities
- Leads and drives a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Contributing to the overall Net Promoter Score by identifying opportunities to enhance the customer experience by:
- Demonstrating and coaching to the Service Basics* during and after customer interactions and providing transaction authorizations and review as required.
- Provide consistently excellent customer experiences and demonstrate ‘Our Service Promise’ by being best at the basics: Friendly, Willing to Assist, Efficient and Professional.
- Ensuring every customer experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently, escalating to the Branch Manager and/or the Office of the President as appropriate.
- Ensuring the Branch presents a professional image according to Bank and Brand Care requirements.
- Executing service management activities as outlined in the Branch Management Disciplines.
- Oversee the implementation of the Bank’s policies, practices, special initiatives and procedures to minimize Bank’s exposure to risk by:
- Assigning, in conjunction with the Branch Manager, position authorities for team members.
- Adhering to and ensuring team members’ compliance with position authorities, limits and bank policies.
- Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Assistant Manager, Branch Manager and/or applicable Shared Services department as appropriate.
- Arranging cover for authorizations during necessary absences.
- Monitoring and taking appropriate action on deficiencies with Branch premises, systems, equipment and supplies, including ensuring ABMs are serviced and stocked.
- Provides human resource administration support for the Branch team (eg. Submitting HORIZON maintenance, vacation management, managing Leaves of Absence etc).
- Adhering to cash, custody and security procedures and policies at all times.
- Lead the delivery of customer service at the service counters and support the promotion of Bank service by:
- Developing a clear understanding of the branch’s financial and non-financial goals
- Monitoring work schedules for the team to ensure they meet customer service demands, recommending adjustments to the Manager Advice and Service as required
- Ensuring service counters, workstations and surrounding areas are organized and present a professional image
- Champion the growth in customer adoption of digital banking activities and self-service channels.
- Acting as main point of contact for internal support services groups, including:
- The Customer Contact Centre (CCC), on issues related to customer enquiries, complaints/escalations
- The Shared Services Group (SSG), who work with the Branch to support/enable sales and service to our customers (eg. Support with Customer Transactions, Investments, Fulfillment; National Collections Centre, Central Mortgage Unit, Commercial/Corporate/Small Business functions etc.).
- The Centralized Accounting Unit (CAU) for Investment Platform processes that cannot be completed in Branches due to system restrictions.
- 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 Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.
Location(s): Canada : Quebec : Brossard || Canada : Quebec : Candiac || Canada : Quebec : Longueuil
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.