Business Channel Optimization Specialist, e-Customer Experience

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
About the Role

We are seeking an experienced Business Channel Optimization Specialist to join our team in Toronto, Canada.

Job Description

The Senior Channel Manager will play a key role in improving the customer and employee experience across Social Media and Email channels to increase channel usage through sustainment, continuous improvement, optimization, and engagement for GCC.

This role involves working closely with internal partners (Strategy & Design, Business Lines, Technology, Analytics & Scotia Digital Teams) and external entities (third-party suppliers and consultants) to drive efficiency in these channels.

You will also work closely with Director and key stakeholders, contributing to the annual prioritization process to ensure key product/channel initiatives and resources are managed in accordance with the overall strategy.

Additionally, the Channel Manager will be a strong team player fostering the creation of a vibrant, energetic, and customer-centric work environment.

Key Responsibilities
  • Collaborate with stakeholders across GCC, Technology, Digital, Analytics, Fraud, Compliance, and business channel teams to sustain, optimize, and simplify the experience across Social Media and Email channels.
  • Product Ownership of Social Media and Email channels including strategy, sustainment, ongoing improvements, communication, monthly product reporting, and P&L management.
  • Work with team members to review current platforms for efficiency opportunities, extend functionality, and introduce enhancements to improve channel containment.
  • Ensure operational readiness for the frontline for all enhancements by working with Change Management & Communication teams.
  • Identify opportunities for improvement based on customer and employee feedback to drive operational efficiency.
  • Develop and maintain an understanding of industry trends and opportunities related to Social Media and Email contact centre technology and processes.
  • Responsible for cost and benefit allocation, forecasts for Social Media and Email channels, and vendor relationship management.
  • Contribute to the broader Bank strategy by building strategic relationships and alliances, assessing competitive positioning, and providing expert advice to the Contact Centre Executive Team.
  • Foster an inclusive and positive work environment, driving a high degree of engagement
  • Research and incorporate internal and external best practices into annual product/channel planning.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
Requirements
  • 5 years of Financial Services / Retail Banking experience
  • Knowledge of Retail and Small business products including self-service channels and communication access points to the Contact Centre
  • Knowledge of emerging technologies in the Contact Centre industry and/or Social Media & Emails platforms; ability to evaluate solutions and options offered by service providers.
  • Previous Product Management experience is considered a strong asset.
  • Undergraduate degree in business or related field.
  • Bi-lingual in English and Spanish languages is considered an asset.
Compensation and Benefits

Estimated salary range: $85,000 - $110,000 per year, depending on experience.

We offer a comprehensive benefits package, including health, dental, and vision coverage, as well as a retirement savings plan.

About Scotiabank

Scotiabank is a leading bank in the Americas, guided by our purpose: 'for every future'. We help our customers, their families, and their communities achieve success through a broad range of advice, products, and services.

We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone.

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