Title:  Senior Manager, Everyday Banking (Contact Centre) - Tangerine

Requisition ID: 262739

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:     

As the Senior Manager, Everyday Banking, you will lead and oversee Tangerine Service & Sales in Canada ensuring business strategies, plans and initiatives are executed and delivered in compliance with governing regulations, internal policies and procedures.

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

• Lead and drive a customer focused culture throughout their team to deepen Client relationships and leverage broader Bank relationships, systems and knowledge.
• Provide leadership input and direction into overall strategy and tactics for resource and performance management programs in the department.
• Set and maintain performance standards for quality of service delivery and productivity.
• Ensure that the Client experience and sales goals of the department are achieved through delivery of service levels and development of high performing teams.
• Lead or participate in key corporate projects that drive improvement to systems, products or processes, maximizing the effectiveness of the department by maintaining high service levels and controlling costs.
• Establish and enforce standards to ensure regulatory and internal control compliance.
• Responsible for leadership and stewardship of Company policies and goals and adherence to the same.
• Motivate teams and foster a positive work environment.
• Develop and manage the department’s MTP to ensure fiscal goals are achieved and provide monthly reporting on variances.
• Develop and manage effective business relationships with all corporate departments to ensure a consistent high level of performance and constant improvement in the Operations department.
• Manage multiple projects within a diverse Business Continuance Plan (BCP).
• Assist Head of Sales and Service Moncton as required.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

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

• University or College Degree or equivalent work experience
• 5+ years of contact centre experience including 2-3 years of people leadership experience
• Banking, Canadian Securities and/or Investment Funds in Canada courses are an asset
• Experience in successfully leading high performing teams
• Excellent process management skills
• Excellent analytic and problem resolution skills
• Ability to resolve customer issues with a focus on improving overall customer satisfaction
• Ability to establish and sustain strong working relationships throughout the bank
• Ability to provide recommendations and implement solutions to maximize the effectiveness of the department and other areas of the bank
• Proven ability to motivate and build high performing teams
• Excellent written and verbal communication skills

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s):  Canada : New Brunswick : Moncton

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.