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- Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their Customer Care Advisors to be knowledgeable, confident agents who focus on first-contact resolution and deliver personalized advice and solutions for our customers.
- Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their Customer Care Advisors to be knowledgeable, confident agents who focus on first-contact resolution and deliver on personalized advice and solutions for our customers.
- Ensuring all Customer Care Advisors have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing Customer Care Advisors PAR commentary and one-on-one delivery discussions.
- Engaging in coaching as an ongoing observational activity with Customer Care Advisors by providing relevant feedback and coaching during live call observations, side-by-side, group coaching and skill-building
- Reviewing Customer Care Advisor's customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within the team and appropriate solutions.
- Regularly scheduling one-on-one coaching with Customer Care Advisors to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
- Effectively managing direct and indirect reports of any performance and conduct concerns and working with Human Resources and Employee Relations as required.
- Ensuring employee development is a priority for Customer Care Advisors through regular Personal Development Plan discussions.
- 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.
- Identifying, delivering and supporting training and developmental needs of team members
- Leading team meetings to acknowledge positive results, providing regular recognition of the Customer Care Advisors for delivering exceptional customer experencies, and to communicate the team's focus.
- Support new Customer Care Advisors with onboarding and transition from training to the floor.
- Driving the internal communication process by ensuring the Customer Care Advisors are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any 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.
- Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members.
- Building effective working relationships across the team and with various business lines and corporate functions.
- Having a clear understanding of the Centre's financial and non-financial goals and the fiscal year Canadian Contact Centre strategy.
- 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 Customer Care Advisors resolving issues and negotiating compromises 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. Determines when escalations should be escalated to the Senior Manager and the Director.
- Acting as a change agent, leading, motivating, and supporting Customer Care Advisor's through changes.
- Proactively identifying trends among teams related to customer satisfaction/retention, Customer Care Advisor's knowledge, productivity, etc., and bringing forward to the Senior Manager recommendations.
- Actively reviewing the CMS and Verint for short, medium, and long calls to improve efficiency.
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which his/her team pursues effective and efficient operations of his/her 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-today business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Builds 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.
- Fluency in both French and English is required.
- Post-secondary education in business or other related disciplines is an asset.
- Expert knowledge of Scotiabank's Retail and Small Business and Commercial products and services.
- 3-5 years of industry experience preferably in a management or coach-type role.
- Previous management/leadership experience required, excellent team leadership, strong coaching and mentoring skills.
- Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues, and demonstrated ability to negotiate resolutions to disputes.
- Demonstrated change leadership, cross-cultural leadership and a strong focus on the customer and results are a must.
- Proven ability to influence and motivate others.
- A high degree of flexibility is required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment.
- Strong written and verbal communication skills
- Ability to take initiative in creating new processes that support and help achieve business objectives.
- Demonstrated relationship-building skills to ensure cooperative working relationships with team members, colleagues, and business partners.
Bilingual French/English Manager - Ottawa, Canada - Scotiabank
Description
Leads and oversees teams in Customer Contact Centres in Ottawa, Ontario ensuring business strategies, plans, and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures.
Is This Role Right for You? In this role, you will:
Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Actively promote the delivery and achievement of industry-leading customer service by:
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
Work Hours:
Tuesday to Saturday 1:00 PM to 9:00 PM (Potential to slide up Tuesdays 11-7 but not mandatory)