Title:  Manager Customer Experience Trainee

Requisition ID: 234887

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

POSITION TITLE: MANAGER CUSTOMER EXPERIENCE TRAINEE

MAJOR ACCOUNTABILITES

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Assist with the development of, maintain accountability for, and achieve commitment to a comprehensive strategy for Barbados to achieve and maintain industry leadership in customer experience 

1. • Identify and understand the drivers of customer satisfaction, loyalty and engagement with each business unit and clearly identify the existing priorities for Barbados to focus on to build competitive advantage through our customer experience
   • Continuously monitor, track and assess the effectiveness of customer service strategies and initiatives implemented and their impact on customer satisfaction, loyalty and engagement levels within Barbados across multiple business lines
   • Define the customer service experience and ensure this is communicated and executed throughout the organization
   • Continuously assess customers satisfaction, loyalty and engagement with Barbados across multiple business lines
   • Use internal research, benchmarking and independent secondary sources to track progress against industry competition in support of Barbados’ stated objective of being ranked number 1 among financial institutions on customer satisfaction
   • Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback
   • Conduct periodic quality assurance site visits to customer touch points to evaluate:
     1. the level of conformance with service and service delivery standards
     2. all features of the service experience that impact service delivery, including the service environment
     3. effectiveness of action plans and corrective measures implemented
     4. post-training transfer of learning to actual customer interaction on the frontline

• Promote a customer focused culture by:

• Providing a clear vision for Scotiabankers as to the consistent Scotia approach to service
• Encouraging service ownership by frontline staff through the use of good judgment and discretion; driving service excellence service in the “moments that matter”
• Leading ongoing dialogue with business line heads to drive alignment between product, sales and service objectives.
• Providing feedback to frontline management and staff on service issues impacting their branches/units;  Seeking input from frontline staff as to barriers to service excellence
• Leading the design and delivery of coaching and training programmes for staff to deliver a high standard of customer service
• Participating in in the design and implementation of incentive programs, facilitating rewards and recognition that stimulate top performance in service and customer satisfaction

Working closely with marketing and human resources to gradually build a service-based brand image and to increase Scotiabank’s visibility in communities.

• Participate in the development and implementation of the Customer Service Charter, and Barbados Service standards generally: 

• Review of the Charter and Service Standards to ensure ongoing alignment with customers’ service priorities
• Providing on-going assessment of the Bank’s systems and procedures to ensure continued relevance and ability to deliver on the Charter standards;
• Establishing clear mechanisms to address Charter breaches to the customer’s satisfaction

• Reinforcing and developing standards that meet/exceed customer expectations on such satisfaction drivers as turnaround time, resolution on first call, etc;
• Develop mechanisms for the measurement of service delivery against Charter and Service Standards. Design and manage all external and internal customer satisfaction tracking systems, including mystery shopping and customer feedback systems, ensuring reliable and timely survey results; facilitate the implementation of measurement systems or monitoring procedures within business units, and associated training to support full understanding of tracking study results which lead to accountability for service results at all customer-facing points of the organization;
• Manage the implementation and use of all customer satisfaction tracking and feedback systems ensuring reliable and timely survey results and relevant training to support full understanding of and accountability for tracking study results
• Conduct periodic analysis of customer feedback from internal and independent secondary sources and communicate results to focus action around priority service attributes identified
• Oversee the service recovery processes and policies for Barbados, including implementation of an on-line standardized cross departmental customer complaint management system; continuously exploring new customer complaints response methodologies and making adjustments and changes to response procedures and policies as required to enhance the service recovery process; driving staff empowerment for effective first line resolution, initiating standards for resolution procedures and policies, and generating communication and training support material as part of awareness building for employees.
• Reduce the cost of poor service quality by documenting and quantifying the cost of poor service across the organization; identifying common root causes for poor quality and using analysis to provide coaching and consulting advice to business units, and to drive training, corrective procedural changes and performance assessments

• Leading the identification, development, implementation and monitoring of projects on Sales and Service, Insurance, ECR Marketing or HR initiatives to support the business line objectives:

• Developing, coordinating and facilitating the digital transformation initiative within Barbados including oversight and leadership to Customer Service Officers.  
• Meeting on a regular basis with International Banking partners: LAC/IBLDC/IOSS/LUC/IBCC for sustained improved customer experience through the collection of issues for correction and subsequent communication of agreed practices or follow up actions.
• Working with senior business line leaders and IB/Corporate partners to develop, plan and execute strategies and initiatives 
• Planning, coordinating and managing the execution and implementation of strategies and initiatives with team members

• Manage the resolution of customer complaints, concerns, and inquiries through expert execution of customer complaint resolution and management while protecting the long-term interests of Scotiabank.  This includes:

• Developing, implementing and managing a best-in-class complaint resolution/service recovery system.
• Recommending strategies for improving service delivery processes and procedures across all delivery systems and product areas
• Developing and contributing to the Bank’s information database on customers’ problem experiences and participating in training to improve overall complaint resolution/service recovery effectiveness.

• Ensure intra and inter-departmental synergies by actively seeking ways to communicate, streamline and effect changes within units, contributing to the exchange of information and supporting of units, collaborating with units to identify and understand needs and expectations of new initiatives and increasing contribution of staff on decisions/projects/changes/ to achieve internal and external customer satisfaction.

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.

EDUCATION/WORK EXPERIENCE/DESIGNATIONS

• A Degree in Business Administration/Quality Management  or related discipline;
• A minimum of 5 years of leadership experience in customer service with demonstrated proven achievements to increase customer satisfaction and demonstrated team-building experience;
• Broad knowledge of bank’ policies, operations, organization and accounting procedures
• The ability to create excellent working relationships within dynamic groups;
• Excellent communication skills in listening, speaking and producing user-friendly written material that may contain complex measurement information. He/She must be very familiar with customer satisfaction measurement / market research techniques, with the ability to interpret survey results and determine trends. In particular he/she must be able to determine the relevance of external research in the competitive environment and as it relates to internal measurement of customer satisfaction and complaint handling;
• Strong analytical skills, as well as strong interpersonal skills, professional judgment and tact in dealing with contacts inside and outside the bank;
• Excellent motivational and decision-making skills

Location(s):   

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.