Bilingual French/english Manager, Customer Care - Ottawa, Canada - Scotiabank

Scotiabank

Verified Company

Ottawa, Canada

6 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 196994

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

Leads and oversees the Sales Department at the Ottawa Customer Contact Center ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

The Manager, Customer Solutions

Sales reports to the Senior Manager, Customer Solutions

The Manager's primary focus will be to coach a team of Retail Banking Officers (RBOs) and act as the first line of contact for RBOs, ensuring they are customer-focused, high performing teams that deliver excellent customer experiences and drive change and innovation.

Approximately 80% of the Manager's time is spent on Coaching.

The Manager is responsible to provide coaching, direct leadership, expertise and guidance to the RBOs as it relates to customer service behaviors, product knowledge, process and policy support and system functionality.

Is This Role Right for You? In this role, you will:

Superior leadership and coaching to motivate and develop individual RBO performance on the sales team by:

Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Ensuring all RBOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing RBO PAR commentary and oneonone delivery discussions.
Engaging in coaching as an ongoing observational activity with RBOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building.
Reviewing RBO customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions.
Regularly scheduling oneonone coaching with RBOs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required.
Ensuring employee development is a priority for RBOs through regular PDP 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 RBOs for delivering exceptional customer experiences, and communicating the team's focus.
Support new RBOs with onboarding and transition from training to the floor.
Driving the internal communication process by ensuring the RBOs 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.

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 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 RBOs, 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. Makes determination when escalations should be escalated to the Senior Manager and the Director.
Acting as a change agent, leading, motivating and supporting RBOs through changes.
Ensuring that every customer experience is consistent with the Canadian Contact Centre service standards and providing valueadd customer service through leading by example.
Proactively identifying trends among team related to customer satisfaction/retention, RBO's knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations.
Actively reviewing the CMS and Verint for short, medium and long calls to i