Customer Service Manager

7 days ago

Ottawa, Ontario, Canada Scotiabank Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to lead our Global Contact Centre team in Ottawa. As a key member of our Retail Banking team, you will be responsible for driving business strategies, plans, and initiatives to deliver exceptional customer experiences.

Key Responsibilities
  • Customer Experience Leadership
    • Develop and implement customer-centric strategies to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
    • Lead a team of high-performing, subject matter experts with sound problem resolution skills, ensuring they are knowledgeable, confident advisors focused on first contact resolution and delivering personalized advice and solutions for customers.
  • Team Management
    • Ensure all team members have established annual performance objectives aligned with business plans and track individual performance against objectives.
    • Engage in coaching as an ongoing observational activity, providing relevant feedback and coaching during live call observations, side-by-side, group coaching, and skill-building.
    • Review 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 schedule one-on-one coaching with team members to recognize success, help overcome obstacles, and set focus, ensuring continued improvement of knowledge, efficiency, and quality.
    • Effectively manage direct and indirect reports of any performance and conduct concerns, working with HR and ER as required.
    • Ensure employee development is a priority through regular PDP discussions.
    • Regularly visit the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of employee engagement.
    • Identify, deliver, and support training and developmental needs of team members.
    • Lead team meetings to acknowledge positive results, provide regular recognition of team members for delivering exceptional customer experiences, and communicate the team's focus.
    • Support new team members with onboarding and transition from training to the floor.
    • Drive the internal communication process, ensuring team members are aware of business changes, key projects, corporate goals, and key strategies, to improve the day-to-day efficiency of the Centre and customer service overall.
    • Facilitate a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches, and actively sharing knowledge and experience to enhance the development of all team members.
    • Build effective working relationships across the team and with various business lines and corporate functions.
  • Customer Service Excellence
    • Actively promote the delivery and achievement of industry-leading customer service by having a clear understanding of the Centre's financial and non-financial goals and the fiscal year GCC strategy.
    • Independently devise and implement tactical responses to specific performance issues within the team to correct any negative trends.
    • Act as the first-level escalation point for team members, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required, leveraging these situations as coaching opportunities to provide direction, guidance, and to team members.
    • Act as a change agent, leading, motivating, and supporting team members through changes.
    • Ensure every customer experience is consistent with the CCC service standards and provide value-add customer service through leading by example.
    • Proactively identify trends among team members related to customer satisfaction/retention, team members' knowledge, productivity, etc., and bring forward to the Senior Manager with recommendations.
    • Actively review the CMS and Verint for short, medium, and long calls to improve efficiency.
  • Risk Management and Compliance
    • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
    • Create an environment in which the team pursues effective and efficient operations of their 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.
    • Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vision/values/business strategy; and managing succession and development planning for the team.
  • Requirements
    • Expert knowledge of Scotiabank's Retail and Small Business and Commercial products and services.
    • 3-5 years of industry experience preferably in a management or coach-type role.
    • Previous management/leadership experience required; excellent team leadership, strong coaching, and mentoring skills.
    • Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes.
    • Demonstrated change leadership, cross-cultural leadership, and a strong focus on the customer and results is a must.
    • Proven ability to influence and motivate others.
    • High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment.
    • Strong written and verbal communication skills.
    • Ability to take initiative in creating new processes that support and help achieve business objectives.
    • Demonstrated relationship-building skills to ensure co-operative working relationships with team members, colleagues, and business partners.
    • Bilingual (French/English) is mandatory.

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