Team Lead - Toronto, Canada - Scotiabank

Scotiabank

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 192779

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

Purpose

Leads and develops a Fraud Claims team in the Claims & Support Services Team ensuring business strategies, plans and initiatives are executed/delivered.

Responsible to provide coaching, direct leadership and guidance to the Senior Claims Analyst as it relates to fraud, customer service, their specific individual goals, process and policy support and system functionality.

The incumbent ensures all activities conducted are following governing regulations, internal policies and procedures.

Is this role right for you? In this role you will:

Lead and Champion a customer focused culture to deepen client relationships and leverages broader Bank relationships, systems and knowledge.
Provide a best in class customer experience when dealing with business partners, customers, or team members by resolving customer matters; and understanding the customers' circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies and procedures
Demonstrate superior leadership and coaching to motivate and develop individual Senior Claims Analyst performance by:
Engaging in coaching as an ongoing observational activity with Senior Claims Analysts by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required.
Recommending appropriate changes to policies, processes and procedures that will assist in improving productivity and efficiency of the unit;
Understand the Banks' risk appetite and risk culture should be considered in daytoday activities and decisions.
Recognize and escalating any unusual occurrences or fraudulent activities evidenced through customer interaction and/or payment verification directly to the Manager or Director, Fraud Claims & Support Services.
Create an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of daytoday 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.
Track/Update department statistics and circulating to the team on a daily basis
Ensure effective escalation process in place with respect to system outages and that same is adhered to by all staff
Act as the first point of contact for escalations from customers and/or business partners and effectively resolve.
Build a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
Have 810 direct reports
Support the processing and recovery of more than 200,000 cases annually
Have authority for up to $10,000 in Fraud writeoffs
Support the team through leadership to achieve/exceed weekly daily/weekly KPIs
Receive general guidance and support from Manager, Claims and Support Services
Assume a portion of the day to day management and act as Manager in their Manager's absence
Review cases received from Senior Claims Analyst in excess of their authorized limits for decision quality and file completeness

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

Customer service experience; demonstrated commitment to providing quality customer service
A great deal of tact, diplomacy and empathy are required in dealing with and defusing situations, as customers are often upset with the possibility fraud has occurred on their account, or that legitimate transaction(s) has been unnecessarily declined due to action taken
Ability to confidently large volumes of cases while prioritizing and multitasking
Utilization of active listening skills and appropriate acknowledgment statements
Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
Ability to work in a fastpaced environment
Proven interpersonal, communication and problem resolution skills
Good analytical, verbal, and written communication skills
Fluency in both English and French language skills (reading, writing, and spoken) is an asset
Previous Retail Banking and / or Advice/Call Centre experience is an asset
Postsecondary education in business or other related disciplines is in an asset