Manager - Client Services & Sales, Scotia Itrade

Requisition ID: 174418

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Job Purpose**

The Manager’s primary focus will be to coach a team of Customer Service Representatives (CSRs) and IIROC licensed Investment Representatives (IRs) and act as the first line of contact for the team, ensuring they are customer-focused, and high performing goal focused team that provide excellent customer experiences and drive change and innovation.

The Manager is responsible for providing guidance and direction to their team related to product knowledge, customer service behaviors, and process and policy support and system functionality.

**Accountabilities**

**1. Leadership and coaching to motivate and develop individual CSRs/IRs performance on the service team by**:

- Ensuring all agents have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. Agent performance reviews and one-on-one discussions to be completed by the Manager with Senior Manager or Director final sign-off.
- Following Management Disciplines as outline to support our Customer Experience Model (CEM):

- Engaging in coaching as an ongoing observational activity with team by providing relevant feedback and coaching during call observations, side by side, group coaching and skill building
- Reviewing agent customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions.
- Regularly scheduling one-on-one coaching with agents to recognize success, help overcome obstacles and set focus.
- Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of employee engagement.
- Rewarding success and managing non-performance of team and managing day-to-day employee relations issues.
- Identifying and supporting training and developmental needs of team members. Responsible for delivering skill builds.
- Leading team meetings to acknowledge positive results, communicate the team’s focus, review the team’s goals and priorities, share best practices, successes, and address challenges.
- Driving the internal communication process by ensuring the team is aware of business changes, key projects, and corporate goals and ongoing critical changes affecting customers and employees, in order to improve the day-to-day efficiency of the Centre as well as customer service overall.
- Support new staffs with onboarding and transition from training to the floor and ensuring Personal Development Plans is a priority for team
- Leverage coaching techniques and utilizing technologies to regularly and effectively engage team members based in a remote location (as required).

**2. Actively promote the delivery and achievement of industry leading customer service by**:

- Having a clear understanding of the Contact Centre’s financial and non-financial goals. Monitoring individual and team results against targets. Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends.
- Acting as the first level escalation point for team members, resolving issues and negotiating by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance, and support to team members.
- Acting as a change agent, leading, motivating and supporting agents through changes.
- Ensuring that every customer experience is consistent with the Client Experience Model (CEM) service standards and providing value-add customer service through leading by example.
- Liaising with other Managers to identify common issues/trends and executing effective solutions.
- Actively utilizing tools and resources available to improve call efficiency.

**3. Contributes to the maximization of team efficiency by**:

- Managing agent productivity (e.g., customer commitment/available time, after-call work, etc.), schedule adherence, and staffing levels within the team to maintain optimal team performance.
- Identify and reduce knowledge gaps by proactively managing team development/training (IIROC licensing maintenance, product knowledge, CSI knowledge etc.) for team to provide effective and efficient service.
- Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Guidelines for Business Conduct and any supplemental guidelines or codes of conduct applicable to SiT. Where applicable, team’s compliance with IIROC/OSC guidelines.
- Ensuring timely escalation of complex issues/obstacles/trends and triage to applicable business areas as appropriate with recommendations/solutions.
- Proacti