Senior Manager, Global Contact Centre Communications Specialist

4 weeks ago

Old Toronto, Canada Scotiabank Full time
About the Role

The Senior Manager, Global Contact Centre Communications is a results-focused leader and strategic thinker, responsible for the development and sustenance of an integrated communication strategy for Scotiabank's Global Contact Centres (GCC). This individual will oversee the execution of the agreed-upon tactics to support the GCC's key business priorities.

Responsibilities
  • Develop a comprehensive communication plan that drives consistency across the GCC and aligns with the Global Contact Centres' strategy, ensuring all key activities are pre-planned for the year ahead.
  • Create and deliver key messages that support and reinforce the GCC strategy and reinforce alignment with the Global Contact Centres' strategic priorities, liaising with the countries to support and align messaging.
  • Liaise with the GCC Senior Leadership team to negotiate and finalize timelines and delivery mechanisms to execute the elements of the communication plan, ensuring seamless collaboration and alignment.
  • Leverage technology and other tools to deliver a communication plan that considers the Global Contact Centres and the 24/7 nature of the business, driving employee engagement and an excellent customer experience.
  • Prepare and deliver monthly, quarterly, and ad-hoc Executive communications as needed, liaising with VP's and support teams to ensure all relevant details are captured for the specific audience.
  • Streamline and standardize business line branding and positioning, building out brand guidelines and socializing with Contact Centre leaders and communications leads, ensuring consistency and cohesion across all GCC activities.
  • Collaborate across the GCC and with key partners to communicate strategic priorities and projects impacting the customer and employee experience, fostering a culture of transparency and open communication.
  • Work closely with other Communications teams to share best practices for communication across the network, ensuring alignment and consistency of key messaging.
  • Educate and inform business lines about the critical role Global Communications plays in the change management process to support the implementation of new products and enhancements, driving business growth and success.
  • Work closely with all other team members within Contact Centre to ensure that key messages reflect the collective insights drawn from the Team, fostering a culture of collaboration and innovation.
  • Provide exceptional communication and change management support for GCC senior executive team and the CBCC, ensuring seamless communication and alignment.
  • Develop and deliver key communication messages drawn from insights and emerging trends taken from a multitude of forums with the GCC Leadership team and GCC employees globally, staying ahead of the curve and driving business success.
  • Take an organized and disciplined approach to delivering change management communication, ensuring a clear vision and well-articulated plan to achieve the desired outcome, driving business growth and success.
  • Manage the emergency communication process to deliver critical information during periods of operational/system related degradations and outages, ensuring timely and effective communication.
  • Lead the creative design and development of innovative communication solutions that support superior business outcomes and increased employee engagement, leveraging current and emerging technologies and multi-media platforms to deliver complex ideas in a simple manner to the GCC globally.
  • Leverage communications mechanisms within the broader organization to communicate key messages to GCC employees and about the GCC broadly for Global Contact Centres, ensuring alignment and consistency of key messaging.
  • Contribute to and support the Knowledge Management strategy for the GCC, driving business growth and success through effective knowledge sharing and collaboration.
  • Demonstrate strong team leadership to motivate and sustain individual and team performance, fostering a culture of innovation and excellence.
  • Foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of engagement, ensuring a culture of collaboration and innovation.
  • Exhibit an ability to listen, negotiate, and communicate goals, driving business growth and success through effective communication and collaboration.
  • Identify and support training and developmental needs of team members, fostering a culture of continuous learning and professional development.
  • Manage staffing requirements and departmental workloads, especially during peak periods, ensuring seamless delivery of business objectives.

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