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Customer Experience Lead

2 months ago

St Catharines, Ontario, Canada Scotiabank Full time
About the Role

We are seeking a highly skilled Customer Experience Lead to oversee our high-performing Retail Service teams at Scotiabank. As a key member of our team, you will be responsible for leading and managing a team of Customer Experience Associates and Senior Customer Experience Associates, while championing Scotiabank's core values and culture.

Key Responsibilities
  • Lead and manage a team of Customer Experience Associates and Senior Customer Experience Associates
  • Build strong customer relationships and deliver excellent customer service
  • Act as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations, etc.
  • Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience
  • Act as a change management lead by assisting with the implementation of new policies and procedures
Requirements
  • Excellent leadership skills, able to coach and develop your team
  • Strong customer service skills
  • Previous experience managing a team of employees (including coaching, leading, and scheduling the team) is a strong asset
  • Excellent communication skills
  • Availability to work a flexible schedule
  • Previous banking experience is a strong asset
  • Strong technical skills, able to promote and demonstrate the use of digital/self-service banking options
What's in it for you?
  • The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
  • A rewarding career path with diverse opportunities for professional development
  • An organization committed to making a difference in our communities– for you and our customers.
  • You can expect to be recognized and rewarded for high-performance. You'll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
  • A competitive compensation and benefits package.