Manager Onboarding - Toronto, Canada - Scotiabank

Scotiabank

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 177022

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

Purpose

The Manager, Contact Centre OnBoarding is responsible for leading a team of new hires, who handle live customer service calls within a team of 5-8 FIELD Advisors (L4 Development Role) The Manager, Contact Centre OnBoarding reports to the Senior Manager of Onboarding and Leadership Development and is responsible for delivery of excellent customer experiences and driving change and innovation in support of the overall Bank's strategic priorities.

The leader is the liaison between service, training and operations department

They will lead strategically the OnBoarding team, including FIELD and CCAs, providing support, supervision and guidance on coaching and experience, making sure the team is completing a job focusing 100% on the customer and a successful operation in a daily basis.

They will strategically lead, manage and oversee Team Development Leader under developmental process, Customer Solutions and Customer Service Officers (CSOs) and provide direct leadership, coaching, direction, expertise and guidance to the FIELD Advisors, ensuring they are successful in developing customer-focused, high performing teams that provide excellent day-to-day customer service.

The Customer Contact Centre is a 24/7 fast paced, dynamic business environment that plays a key role in supporting the Bank to achieve its sales and customer satisfaction objectives.

This is a National position and the Manager, Contact Centre Onboarding, will have to OnBoard all of the supported geographies in the Contact Centre.

Accountabilities:

Onboarding planning and execution for new hires and FIELD

Responsible for delivering a consistent first impression within the company.
Executing on the first 6090 days for new employees in the environment.
Ensure support is in place for all languages supported within our business during training/call practice.
Working in collaboration with other departments and support areas to create a seamless employee experience.
Manage the onboarding strategy for new recruits.
Provide ongoing coaching and development to FIELD in support of a customer first culture.
Develop action plans oriented to address needs for specific waves based on learning trends and behaviors.
Work with line management across the organization to support the smooth integration of new employees by sharing observations and opportunities to improve knowledge and results.
Be the liaison between different departments and support areas that take part of the onboarding / transition process, including our Talent Acquisition Team.
Ensures that advisor readiness is assessed and that managers is provided with an overview of individual performance while in training/onboarding
Support new CSOs with onboarding and transition from training to the operation's floor.

Actively promote the delivery and achievement of industry-leading customer service by:

Having a clear understanding of the 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 second level escalation point for CSOs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation). Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Makes determination when escalations should be escalated to the Senior Manager.
Acting as a change agent, leading, motivating and supporting CSOs through changes.
Ensuring that every customer experience is consistent with the service standards and providing valueadd customer service through leading by example.
Liaising with other Managers to identify common issues/trends and executing effective solutions.

Contributes to the maximization of the Contact Centre efficiency by:

Having a clear understanding and accountability of the Contact Centre's financial and non-financial goals and the digital transformation strategy. This includes daily, weekly, and monthly monitoring team results against targets and independently devising and implementing tactical responses to specific performance issues within the teams to correct any negative trends.
Ensuring that every customer experience is consistent with the service standards and providing valueadd customer service through leading by example.
Liaising with other Managers and Senior Managers to identify common issues/trends and executing effective solutions.
Proactively identifying and providing recommendations to his/her Senior Manager related to promoting customer satisfaction/retention, increasing productivity and reducing costs in the Centre through policy, procedural and systems s