Manager, Performance Incentives

ID de la solicitud: 214620

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Purpose

The Manager Performance incentives for the Contact Centre unit is responsible for the formulation, implementation, monitoriong and control of the variable compensation plans. The variable compensation plan is formulated to drive business results aligned with Scotiabank’s and the Contact Centres’ business strategy, motivate employees by providing clear line of sight and attractive rewards and foster specifi employee behaviors which deliver the right outcome for the customer in accordance with the Global Sales and Specialized Incentive Plan Design Framework.

Is also responsible for the formulation, implementation, monitoring and control of all staff recognition programs and campaigns in alignment with perfromance culture and Scotiabank’s and the Contact Centres’ business strategy, the Staff incentives and campaigns are formulated to close the gap between business results, complementing formal variable compensation plans by providing cash and in-kind rewards to employees in observance of protecting the bank’sculture, the values and the Global Sales Principles.

Leads the formulation, implementation the monitoring and control of the gamification projects for the Contact Center based on strategic Staff ecognition programs and campaigns by automating all manual aspects in the measurement of results. Gamification infuses game elements like fun, competition, and scoring into the staff’s daily tasks and objectives to enhance performance and increase revenue generation.

He/she will lead a team of performance incentive analysts responsible to conduct data analysis to ensure that variable compensation and its complemetary staff recognition programs and campaigns assure the desired impact on performance, to perform changes on the plans as needed. 

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 global position and the Manager, Performance Incentives will have in scope all geographies served in GBS Colombia and the DR.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Lead and promote a customer-focused culture throughout the entire team with a view to intensifying customer relationships and take advantage of the Bank's relationships, systems and knowledge in general
• Building effective working relationships across the team and with various business lines and corporate functions.
• 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.
• Preparation and control of the budget, corresponding to the variable compensation, the staff incentives and campaigns.
• Working in conjunction with the Incentive Design Team in Total Rewards on the design and formulation of the variable compensation plans in accordance with the established global framework, create the plans in alignment with the different business lines needs ensuring that these plans are in line with the Bank's business objectives and sales practices.
• Supervise and control that variable Compensation is carried out in full and within the deadlines determined, according to the periodicity of the variable compensation model.
• Ensure that all staff campaigns are in line with the policy and strategy of Scotiabank and that they are within the approved budget.
• Understands how the Bank's risk appetite and risk culture should be considered in its activities and daily decisions.
• Ensures that all variable compensation plans and its changes, also all staff incentive campaigns are documented, including all the business rules for audit purposes.
• Ensure that plan execution is in alignment with the plan documentation, otherwise designs the exception plan and/or major changes to the plan depending on the duration of the exceptions.
• Ensure the privacy and security of incentive payment information.
• Conduct enhanced analysis of Variable compensation plan and Staff incentive programs to proactively identify and manage risk.
• Perform changes to the plan model or targets based on performance analysis, all KPIs must be met as per GBS SLAs with each client.
• Act as a point of contact for the Incentive Monitoring and Control team located in Toronto.
• Periodically perform check controls to MIS as per segregation of duties, must ensure their compliance with change control standards and EUCs in partnership with Contact Center local Monitoring and Internal Control teams.
• Keep track of and report all incentive campaigns for staff, ensure all campaigns follow the Guidelines for staff incentive campaigns.
• Understand how the Bank’s risk appetite and risk culture should be incorporate into in day-to-day activities and decisions.
• Actively 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-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions

• Works in a 24/7 fast-paced, dynamic Contact Centre environment.
• Manages a team of 2-3 Performance Incentive analysts.
• Variable compensation Plan for GBS Colombia Canada Support, GBS Colombia IB support, GBS DR Canada Support and GBS Colombia IB Support
• All employees in GBS Contact Center in Colombia and the DR that are subject to have a variable compensation.

Education / Experience / Other Information

• Education: Post-secondary education in Economics, business, Industrial Engineering or other related discipline preferred.
• Work Experiences:
• Strong knowledge of Scotiabank’s Retail, Small Business and Commercial products and services
• 5-7 years of industry experience preferrabliy in a management role, customer service experience is required.
• A high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex issues and demonstrated ability to negotiate.
• Strong data and financial analysis skills are required.
• Proven ability to strategically influence and motivate others.
• High degree of flexibility 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, problem solving is required.
• Strong project management and planning experience or agile framwork experience is required.
• Ability to work autonomously combined with the ability to maintain close relationships with other Centres
• Excel y DB
• Scrum, project improvement, Six Sigma (Yellow/Green), etc.
• Contact Centre process
• Leadership skills
• B2+ level of English.

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.

#LI-Hybrid

Ubicación(s):  Colombia : Bogota : Bogota

GSGlobales forma parte del grupo de empresas de Scotiabank ubicado en Bogotá, Colombia y fue creado para apoyar diversos procesos del Banco y el desarrollo y ejecución de sus servicios globales. Ofrecemos un entorno de trabajo inclusivo y positivo, además de ventajas competitivas.

En GSGlobales, valoramos las habilidades y experiencias únicas que cada persona aporta y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en GSGlobales; sin embargo, solo contactaremos a quienes hayan sido seleccionados para una entrevista.

Nota: Todos los puestos que se publican en me@Scotiabank estarán disponibles durante al menos 5 días

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