Customer Experience Lead- Commercial Banking

Requisition ID: 170627 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What your role will be...** Customer Experience Lead **Accountabilities** - Leads and drives a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. - Contributing to the overall Net Promoter Score by identifying opportunities to enhance the customer experience by: - Demonstrating and coaching to the Service Basics* during and after customer interactions and providing transaction authorizations and review as required. - Provide consistently excellent customer experiences and demonstrate ‘Our Service Promise’ by being best at the basics: Friendly, Willing to Assist, Efficient and Professional. - Ensuring every customer experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently, escalating to the Branch Manager and/or the Office of the President as appropriate. - Ensuring the Branch presents a professional image according to Bank and Brand Care requirements. - Executing service management activities as outlined in the Branch Management Disciplines. - Oversee the implementation of the Bank’s policies, practices, special initiatives and procedures to minimize Bank’s exposure to risk by: - Assigning, in conjunction with the Branch Manager, position authorities for team members. - Adhering to and ensuring team members’ compliance with position authorities, limits and bank policies. - Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Assistant Manager, Branch Manager and/or applicable Shared Services department as appropriate. - Arranging cover for authorizations during necessary absences. - Monitoring and taking appropriate action on deficiencies with Branch premises, systems, equipment and supplies, including ensuring ABMs are serviced and stocked. - Provides human resource administration support for the Branch team (eg. Submitting HORIZON maintenance, vacation management, managing Leaves of Absence etc). - Adhering to cash, custody and security procedures and policies at all times. - Lead the delivery of customer service at the service counters and support the promotion of Bank service by: - Developing a clear understanding of the branch’s financial and non-financial goals - Monitoring work schedules for the team to ensure they meet customer service demands, recommending adjustments to the Manager Advice and Service as required - Ensuring service counters, workstations and surrounding areas are organized and present a professional image - Champion the growth in customer adoption of digital banking activities and self-service channels. - Acting as main point of contact for internal support services groups, including: - The Customer Contact Centre (CCC), on issues related to customer enquiries, complaints/escalations - The Shared Services Group (SSG), who work with the Branch to support/enable sales and service to our customers (eg. Support with Customer Transactions, Investments, Fulfillment; National Collections Centre, Central Mortgage Unit, Commercial/Corporate/Small Business functions etc.). - The Centralized Accounting Unit (CAU) for Investment Platform processes that cannot be completed in Branches due to system restrictions. - Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. - Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. - Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team. Location(s): Canada : New Brunswick : Fredericton 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, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.