Manager, Everyday Banking

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration. Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work. Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment. Let’s shape the future of banking together What you will be doing: Leads and oversees Service & Sales in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. 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.
- Lead a team of 15-20 Agents to achieve/exceed sales and customer satisfaction results to provide an outstanding Client and visitor experience
- Responsible for the development, coaching and performance management of Associates within the team specific to these areas: Sales, productivity and overall customer experience
- Provide Sales forecasts to the Leadership Team that have an accuracy -/+ 10%, based on monthly goals
- Utilize Quality Monitoring techniques and any supporting data to coach and support excellent Associate performance and assist in the ongoing needs analysis of the development of Associates
- Support team by way of technical and procedural knowledge as well as the handling of escalations and customer complaints
- Motivate team and inspire the team to provide an exciting, educational and rewarding work environment
- Work closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency of message across all teams
- Manage individual team and shared team budget components
- Responsible for leadership and stewardship of Tangerine policies and goals and adherence to the same
- Spend a minimum of 1.0 hour each month taking calls for the purpose of staying close to Client feedback
- Collaborate with Workforce Management to ensure service levels are achieved
- Ensure awareness and compliance to the Business Continuity Planning (BCP) procedures
- Share the Management On Duty (MOD) responsibility with the peer group and provide floor support when necessary
- Hire and terminate Associates, as required
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day 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 day-to-day 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 behaviors; 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:
- Education/Experience
- University or College Degree
- Minimum 3-5 years of work related experience, preferably in Financial Services
- Minimum 2 years of leadership experience
- Banking, Canadian Securities and/or Investment Funds in Canada courses is an asset
- Specialized Knowledge
- Knowledge of Tangerine products, systems, policies and procedures is an asset
- Positive approach to change and personal development
- Demonstrated performance as a role model for Senior Associate level
- Technical Skills
- Bilingualism (French/English) is an asset
- Excellent analytic, organization and problem resolution skills
- Proficiency in PC software – MS Office Suite
- Abilities
- Proven ability to motivate and build high performing teams
- Demonstrated ability to use tools and techniques to effectively support departmental initiatives
- Ability to resolve customer issues with a focus on improving overall customer satisfaction
- Ability to multi-task in a fast-paced environment
- Attributes
- Excellent communication skills
- Working Conditions
- Work in a standard office-based environment; no