Senior Manager, Contact Centre Transformation Lead
2 weeks ago
The Senior Manager, Contact Centre Transformation is a key position within Scotiabank, responsible for contributing to the overall success of the Contact Centre platforms in Canada. This role involves executing specific individual goals, plans, and initiatives in support of the team's business strategies and objectives, ensuring compliance with governing regulations, internal policies, and procedures.
Key Responsibilities- Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Drive short and long-term product design to support vision, strategy, and execution for target customer journeys and functional capabilities to improve customer and employee experience, increase sales revenue, and address regulatory and audit requirements.
- Collaborate with multiple stakeholders to ensure Contact Centre business needs are prioritized and met; manage engagement and expectations with stakeholders for feedback, product reviews, and end-user validation.
- Support ongoing needs analysis to understand customer and user pain points and identify opportunities for continuous improvement through experience design techniques.
- Manage and prioritize product backlog and create product roadmaps for business and development teams.
- Define customer and business needs into backlog items and communicate clear definitions of target capability, intended value to customer, employee, and Bank, and clearly articulated acceptance criteria.
- Engage and work closely with our Change Management team to support change management activities by effectively communicating product release contents and expected product capabilities highlighting advisor and customer experience impacts.
- Engage and work closely with our Technology and Digital Engineering teams on initiatives to ensure they can successfully translate our business requirements into technical requirements for smooth execution.
- Manage Vendor relationships with the goal of optimizing platform value.
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions, and conduct risk.
- Champion a high-performance environment and contribute to an inclusive work environment.
- Master's degree and/or equivalent work experience.
- 7-8 years of experience in a role building a product or experience leading/supporting large, complex projects or programs.
- Experience in customer journey mapping and customer experience strategy.
- Experience working with the Bank's retail application systems and/or Contact Centre technology.
- Thorough knowledge of Contact Centre channel, processes, technology solutions, and Retail Products.
- Thorough knowledge of project management methodologies and business case development.
- Thorough knowledge of Agile principles and methodology.
- Experience with Vendor management and clearly defining expectations in our partnerships.
- Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank.
- Accessibility and Workplace Accommodations - 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.
- Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
- Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
- Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital, and much more.
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