Title:  Vice President, Contact Centre

Requisition ID: 239029

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

Purpose

Provides strategic direction, leadership and oversight for the Colombia and DR ScotiaGBS Client Experience Centre in support of various countries ensuring business strategies, plans and initiatives are supported in compliance with governing regulations, internal policies, and procedures.

Accountabilities 

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Takes the lead in the strategic development and execution of “best-in-class” customer service processes, policies, and procedures, in support of the overall business objectives of Client Experience Centre.
• Ensures the standards for operational and business excellence across the Client Experience Centre, are consistent and in keeping with IB/CAN CEC and Bank standards, as well as with industry best practices.
• Directs day-to-day activities in a manner consistent with the Bank´s risk culture and the relevant risk appetite statement and limits. Communicates the Bank´s risk culture and risk appetite statement throughout their teams.
• Creates and environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AMUAFT risk and conduct risk, including but not limited to responsibilities under the operational risk management framework, regulatory compliance risk management framework. SML/ATF/ Global Handbook and Guidelines for Business Conduct.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering and inclusive work environment and using a coaching mindset and behaviors; communicating vision/business strategy; and managing succession and development planning for the team. 
• Creates a high-performance environment where employees invest wisely, take accountability, and work on the right things. Ensure timely, high-quality processes and procedures are efficient and effective to enable our business partners success and deliver a superior customer experience.
• Consolidates a Centre of Excellence focused on delivering new organizational practices in order to breakdown regional and functional silos, while developing an innovation ecosystem that fosters exceptional customer and employee experience, driving efficiencies for Client Experience Centre in GBS Colombia, GBS Dominican Republic and Global Client Experience Centres.
• AML, Compliance & Operational Risk
• Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk. AMUAFT risk and conduct risk, including but not limited to responsibilities under the operational risk management framework, regulatory compliance risk management framework. SML/ATF Global Handbook and Guidelines for Business Conduct. 
• Creates and 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, adherences to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/Sanctions and conduct risk.

Education / Experience / Other information 

• Language – English, French and Spanish fluency
• Highly skilled in customer service and sales environment
• Expert knowledge of Bank product and services
• Extensive leadership experience

Location(s):  Colombia : Bogota : Bogota 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.