Manager Onboarding

ID de la solicitud: 250962

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Purpose

The Onboarding Manager is responsible for leading the new hires and new skill / new geography teams (40 –
60), who handle live collections service calls. The Onboarding and Development Manager reports to Mass
Collections Director and is responsible for delivery of excellent collections performance and driving change and
innovation in support of the overall Bank’s strategic priorities. The leader is the liaison between recruitment,
training and operations department.

He/she will lead strategically the Onboarding process, including Team Leaders and Collections Advisors,
providing support, supervision and guidance on coaching and experience, making sure the team is completing
a job focusing 100% on a successful operation in a daily basis. He/she will strategically lead, manage and
oversee Team Leaders under developmental process and Collections Advisors, and provide direct leadership,
coaching, direction, expertise and guidance, ensuring they are successful in developing results driven,
high performing teams that provide excellent day-to-day collections services.

The Onboarding Manager will have to onboard all of the supported geographies in GBS Collections.
Actively pursues effective and efficient operations of his/her area, while ensuring adequacy, adherence to
and effectiveness of day-to-day business controls to meet obligations with respect to operational risk,
regulatory compliance risk, AML/ATF risk, reputational risk, and conduct risk, including, but not limited to,
responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk
Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank
relationships, systems and knowledge.
Onboarding planning and execution for new hires and new Team Leaders:
• Responsible for delivering a consistent first impression within the company.
• Executing on the first 60 days for new employees in the environment.
• Working in collaboration with other departments and support areas to create a seamless employee
experience.
• Manage the onboarding strategy for new hires.
• Provide ongoing coaching and development to Team Leads 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 in the onboarding /
transition process.
Superior leadership and coaching to motivate and develop Team Leaders and overall team
performance by:
• Accelerating the learning curve for new employees
• Ensuring all Team Leaders have established annual performance objectives that are aligned with the
business plans and tracking individual performance against objectives
• Deliver and hold accountable the team for coaching and development disciplines.
• Ensuring direct and indirect reports are aware of business changes, key projects, corporate goals and
ongoing critical changes affecting customers and employees, in order to improve the day-to-day
efficiency of the operation as well as collections service overall.
• Reviewing interactions with customers (e.g. reviewing recorded calls and side-by-side observational
calls) and interactions with employees (e.g. participating in coaching sessions led by the Team Leader)
to identify opportunities, systemic challenges/possible solutions.
• Meeting with Collections Advisors on a regular basis to provide additional coaching, guidance and
mentorship.
• Providing guidance and support to Team Leaders with complex Employee Relations issues and
concerns.
• Ensuring the team understands the Bank's strategy, goals and vision.
Leadership and coaching to motivate and develop Team Leaders' performance on the
Collections team by:
• Ensuring all Collections Advisors and Team Leaders have established annual performance objectives
that are aligned with business plans and tracking individual performance against objectives.
• Managing a team of Team Leaders, making sure they engage in coaching as an ongoing observational
activity with Collections Advisors by providing relevant feedback and coaching during live call
observations, side by side, group coaching and skill building.
• Regularly scheduling one-on-one coaching with Team Leaders to recognize success, help overcome
obstacles and set focus.
• 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.
• Rewarding success and managing non-performance of team and managing day-to-day employee
relations issues.
• Identifying and supporting training and developmental needs of team members. Responsible for
delivering skill builds.
• Leading team meetings to acknowledge positive results, communicate the team's focus, review the
team's goals and priorities, share best practices, successes and address challenges.
• Driving the internal communication process by ensuring the Collections Advisors are aware of business
changes, key projects, corporate goals and ongoing critical changes affecting customers and
employees, to improve the day-to-day efficiency of the operation as well as Collections overall.
• Support new Collections Advisors with onboarding and transition from training to the operation's floor.
Actively promote the delivery and achievement of industry-leading Collections service by:
• Having a clear understanding of Collections 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 Collections Advisors, resolving issues and negotiating
compromises by proactively taking over collections calls when required, from Team Leaders.
Leveraging these situations as coaching opportunities to provide direction, guidance and support to
team members. Make determination when escalations should be escalated to the Senior Manager.
• Acting as a change agent, leading, motivating and supporting Collections Advisors through changes.
• Ensuring that every collection call is consistent with the service standards and providing value-add
through leading by example.
• Liaising with other Managers to identify common issues/trends and executing effective solutions.
Contributes to the maximization of Collections efficiency by:
• Having a clear understanding and accountability of Collections 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 collection call is consistent with the service standards and providing value-add
customer service through leading by example.
• Liaising with other Managers and Senior Managers to identify common issues/trends and execute
effective solutions.
• Proactively identifying and providing recommendations to his/her Senior Manager related to increasing
productivity and reducing costs in Collections through policy, procedural and systems solutions
improvements.
• Managing reporting and analyzing results/reports, raising issues/trends and solutions to his/her Senior
Manager and implementing those solutions.
• Managing operational issues/breaches by providing his/her Senior Manager with the information and
insight required to determine root causes, recommending solutions, and by implementing resulting
policy, procedural and systems solutions/strategies devised by the unit.
• Ensuring service and support provided by the Team Leaders and their teams is delivered within
established SLAs.
• Ensuring direct reports are familiar with the Business Continuity Plan and communicating/enacting
protocol with teams.
• Acting as the main point of contact and completing administration for all leaves of absence, retirements,
terminations, resignations and Flexible Work Option requests.
Contributes to the maximization of team efficiency by:
• Managing agent productivity (e.g. Average Handle time, … etc.), schedule adherence, and staffing
levels within the team to maintain optimal team performance.
• Managing the implementation of new initiatives for Collections, as assigned.
• Occasionally supporting his/her Senior Manager with special projects, as required.
• Acting as a change agent, leading, motivating and supporting Team Leaders through changes,
modeling behavior and ensuring the Team Leaders are prepared to support their teams through
change.
• Ensuring team's adherence to Scotiabank's policies and procedures, general compliance (e.g. KYC,
AML, and Privacy Laws), Scotiabank's Guidelines for Business Conduct and any supplemental
guidelines or codes of conduct applicable to the environment.
• Ensuring timely escalation of complex issues/obstacles/trends to the Senior Manager and/or applicable
business area as appropriate with recommendations/solutions.
• Ensuring team members are familiar with the Business Continuity plan and responsible for enacting
plan, when required.
• Proactively identifying trends among teams related to agent knowledge, productivity, etc. and bringing
forward to the Senior Manager and the Team with recommendations.
• Identifying system issues and enacting back-up procedures as necessary.
• Working with Staffing and Recruitment to interview, hire and retain top talent
Contribute to the effective functioning of the Service Environment by:
• 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.
Administrative management:
• Collection and submission of disabilities and absences reports to the payroll department.
• Request, verify and submit payroll reports at the dates indicated by the area in charge.
• All others required by the job.
• Support assigned projects and general disposition for the functions inherent to the role.
• Understand how the Bank’s risk appetite and risk culture should be considered 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
• Manages a team of 40 – 60 Indirect reports from all the geographies served by the Operation, to
achieve a high degree of effectiveness and operational efficiency by at least meeting or exceeding
the following Key Performance Indicators:
- AHT
- Adherence
- Attrition
- PTP
- KP
- Any other KPI required by the business
- Team financial targets associated with the fiscal year business plan.

Education / Experience 
- Post-secondary education in business or other related discipline preferred.
- 1-3 years of industry experience in a leadership role. Experience managing large teams is
considered an asset
- Strong management, leadership and proven coaching skills required
- Collections experience required
- 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
- 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 dynamic environment
- Strong written and verbal communication skills
- Ability to take initiative in creating new processes that support and help achieve business
objectives.
- Project management and planning experience.
- Ability to work autonomously combined with the ability to maintain close relationships with other
areas of the organization
-Experience in training and coaching is acceptable

Working Conditions

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

Ubicación(s):  Colombia : Bogota : Bogota

ScotiaGBS 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 su estrategia global de servicios en 15 países de las Américas. Está compuesto por 7 unidades de servicio. Ofrecemos un ambiente de trabajo inclusivo y positivo, además de ventajas competitivas.

En ScotiaGBS, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco 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 ScotiaGBS; sin embargo, solo contactaremos a quienes hayan sido seleccionados para una entrevista.