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Retail Service Team Lead

2 months ago

Greater Napanee, Ontario, Canada Scotiabank Full time

About the Role

We are seeking a highly skilled and experienced Customer Experience Lead to join our team at Scotiabank. As a key member of our Retail Service team, you will be responsible for overseeing the performance of our high-performing teams and ensuring that our customers receive exceptional service.

Key Responsibilities

  • Lead and manage a team of Customer Experience Associates and Senior Customer Experience Associates to achieve exceptional customer service and sales results.
  • Build strong relationships with customers and deliver excellent service to meet their financial needs.
  • Act as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations, and other critical situations.
  • Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience and implement process improvements.
  • Assist with the implementation of new policies and procedures, and act as a change management lead to ensure a smooth transition.

Requirements

  • Excellent leadership and coaching skills to develop and motivate your team.
  • Strong customer service skills and ability to build relationships with customers.
  • Previous experience managing a team of employees, including coaching, leading, and scheduling.
  • Excellent communication skills and ability to work effectively with colleagues and stakeholders.
  • Availability to work a flexible schedule and adapt to changing business needs.
  • Previous banking experience is an asset, but not required.
  • Strong technical skills and ability to promote and demonstrate digital banking options.

What We Offer

  • A rewarding career path with opportunities for professional development and growth.
  • A collaborative and inclusive work environment that values diversity and promotes a culture of excellence.
  • A competitive compensation and benefits package that recognizes and rewards high performance.
  • Meaningful development conversations and internal training opportunities to support your growth and development.