Customer Experience Manager
2 weeks ago
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 branch-related matters.
- Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience and implementing 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.
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