Senior Manager

Job Summary

The Senior Manager Contact Centres iTRADE is responsible for executing and delivering the short and medium-term service, operation, and personnel strategies as defined by the Director iTRADE Contact Centres (CC) to support the day-to-day functioning of Scotia iTRADE CC.

Key Responsibilities

• Lead a team of Client Service & Sales Managers by providing leadership, coaching, direction, expertise, and guidance, ensuring they are successful in developing client-focused teams dedicated to outstanding service delivery, client loyalty, and maximizing sales opportunities.
• Embracing and championing change management initiatives by ensuring clear communication with all employees.
• Ensuring all direct reports have established annual objectives that are aligned with the business plans and responsibility for tracking individual performance against objectives.
• Engaging in coaching as an ongoing activity, thereby ensuring continued improvement of knowledge, leadership, and coaching skills of Managers.
• Regularly scheduling one-on-one coaching with direct reports to recognize success, manage non-performance, help overcome obstacles, and set focus.
• Facilitating Manager Meetings to acknowledge positive results, communicate the weekly focus, review the week's goals and priorities, share best practices, successes, and address challenges.
• Identifying and supporting training and developmental needs of direct reports.
• Coaching and managing direct reports to ensure the performance management process is in place among teams.
• Sharing knowledge, experience, and responsibility with direct reports in a drive for the highest standards of professionalism, sales, and service excellence.
• Fostering and developing a strong, positive team environment, driving employee empowerment, innovation, and a high degree of engagement among direct and indirect reports.
• Exhibiting an ability to listen, negotiate, and communicate goals.
• Leveraging coaching techniques and utilizing technologies to regularly and effectively engage team members based in Montreal and holding direct reports accountable for the same expectations (as required).
• Coaching to and supporting a sales culture of iTRADE or Scotia products or services that will benefit clients.
• Facilitating a culture of open and honest communication by actively participating and contributing to huddles, team meetings, and having a continuous floor presence.
• Encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members.
• Contributes to the optimization of the business & iTRADE Contact Centre by:
  • Independently managing the implementation of new initiatives, sales campaigns, or special projects for the Centre as assigned, completing project work on schedule and within approved budgets.
  • Using expert understanding of iTRADE's products/processes/procedures to act as the second escalation point for client calls, resolving issues, and negotiating compromises.
  • Managing development & deployment of training (licensing, new hire, product knowledge) and to ensure staff are adequately cross-trained & licensed to maintain service delivery and queue coverage.
  • Partnering with Workforce Management to ensure service delivery SLAs & schedule adherence is maintained, vacation and absence policies are adhered to, and resources are optimally deployed to best manage each channel's SLAs.
  • Proactively identifying and providing recommendations to promoting client satisfaction, increasing retention, productivity, and reducing costs in the CC through policy, procedural, and systems solutions improvements.
  • Managing KPI reporting and analyzing results, raising issues/trends, and solutions to the Director and implementing those solutions (e.g. centre performance, problem management, compliance, etc.).
  • Reviewing interactions with clients (e.g. reviewing recorded calls and side-by-side observational calls) and interactions with employees (e.g. participating in coaching sessions led by Managers) to identify opportunities, systemic challenges/possible solutions.
  • Managing Voice of the Client (SQM, NPS) survey results in a timely manner and actively promoting strategies to increase the client experience through the use of this business intelligence.
  • Driving the internal communications process by ensuring direct and indirect reports are aware of key projects, corporate goals, and ongoing critical changes affecting clients.
  • Devises, recommends, and implements tactical responses to address specific issues and to correct any negative trends.
  • Building effective working relationships across all teams, departments, and business lines to support any and all corporate functions.
  • Collaborating with Marketing & Acquisition teams to create, deploy, and support campaigns & promotions.
  • Responsible for ensuring staff are familiar with the Business Continuity Plan and communicating/enacting protocol with teams.
  • Complying & adhering to all regulatory and compliance guidelines:
    • Ensuring ongoing CC compliance with CIRO/OSC guidelines and all staff are in compliance with licensing/maintenance of licensing required to trade securities.
    • Maintaining an ongoing awareness of IIROC/OSC regulations, changing market conditions, demands, shifts in policies, and emerging trends in regulations applicable to the area.
    • Promoting adherence to the Scotiabank Guidelines for Business Conduct and any supplement guidelines or codes of conduct applicable to the area.
    • Managing all general compliance (e.g. KYC, AML, CASL) and privacy-related issues relative to the Contact Centres and ensuring all internal policies and procedures remain compliant with the Bank's external regulators.
    • Assisting management in dealing with the 6 key elements of the compliance process (Regulatory Awareness; Review & Risk Assessment; Policies, Practices, Procedures, Systems & Training; Monitoring Compliance; Remedying Non-Compliance and Resolving Problems; Compliance Reporting) in a cost-effective manner.
    • Resolving customer and branch concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation.
    • Analyzing root causes of service issues/breaches and initiating corrective action by determining and overseeing the implementation of corrective policy/procedures.

Requirements

• Strong managerial, leadership, and coaching skills required to ensure reporting managers and their teams achieve the desired results, for example: Delivery of expected customer service levels, meet shifting customer demand, and managing human resources in the most cost-effective manner.
• Strong customer service experience, including a high degree of judgment/organizational skills and initiative to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes.
• Strong understanding of the discount brokerage industry, including market mechanics, security regulations, etc.
• Strong financial analysis and problem-solving skills.
• Ability to build and leverage strategic relationships within and outside the organization.
• Familiarity with project management (Waterfall, Agile, etc).
• Understanding of electronic communication channels and how they play a role in client service.
• Strong knowledge of technology used to support trading and service functions.
• Thorough knowledge of PC user programs, including advanced analytics using Excel or similar programs.
• Familiarity with budgeting and managing costs.
• Strong understanding of Scotia regulations and guidelines for business.
• Superior oral and written communication skills, including presentation and facilitation.
• Excellent time management skills.
• Ability to work autonomously combined with the ability to maintain close working relationships with other Centre.

Education/Experience

• University Degree.
• 5-8 years industry experience preferably in a management role.
• Must be willing to obtain the following accreditations in the first eighteen (18) months from your start date:
  • Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH).
  • Branch Managers Course.
  • Options Supervisors Course (including DFC, OLC).