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Manager, Inbound Disputes (12 month contract)

Date: Jul 12, 2019

Location: North York, ON, CA

Company: Scotiabank






Requisition ID: 64413


Join the Global Community of Scotiabankers to help customers become better off.

When you join Scotiabank, you’re part of an internationally recognized, award-winning workplace!


Within Global Operations, you’ll be contributing to a high-performing culture focused on servicing our customers. Our emphasis is on building the teams’ expertise and maintaining a solid risk management culture, while improving the effectiveness and efficiency of our operations. You will be part of a team that is built around continuous improvement, recognition and rewards, diversity and inclusion, and the core values of respect, integrity, passion and accountability.


What will your role be?

As an Inbound Disputes Manager, you will oversee the Inbound Disputes department in Canada, ensuring business strategies, plans, and initiatives are executed and delivered in compliance with governing regulations, policies and procedures.You will be responsible for leading, developing and motivating a high-performing contact centre team, while meeting and exceeding performance targets. You will contribute to the overall success of the team, specifically in the areas of client satisfaction, operational efficiency and effectiveness, and performance.


What will you be doing?

  • You will implement a people strategy that attracts, retains, develops and motivates your team by fostering an inclusive work environment, communicating vision/value/business strategy and development planning for the team.
  • You will manage schedules and monitor workload to maximize department efficiency and effectiveness to ensure KPIs are met.
  • You will achieve and maintain required service level standards (i.e. adherence, customer commitment time, readiness).
  • You will ensure ongoing coaching, support, and constructive feedback is provided to employees consistently, to improve the overall performance and effectiveness of the department.
  • You will minimize risk and losses by adhering to Scotiabank’s policy, procedures and key controls.
  • You will apply advanced knowledge of products, services, best-in-class complaint management skills and conflict resolution skills to team members and clients.
  • You will create an environment in which the team pursues effective and efficient operations of respective areas.
  • You will manage daily reporting of day-to-day operations; tracking employee metrics, overall unit performance, etc.
  • You will be responsible for card payment disputes and dispute management escalations, as needed.


You have the skills to succeed if:

  • You have excellent interpersonal skills and the demonstrated competencies to lead and motivate staff
  • You have the eagerness to contribute to the success of others through coaching and support
  • You have strong verbal and written communication skills
  • You have strong multi-tasking capabilities, coupled with strong organizational and prioritization skills
  • You demonstrate strong, creative problem solving and analytical abilities
  • You have a high degree of flexibility required to adapt to a wide variety of tasks and functions
  • You have the ability to work in a fast-paced, dynamic environment
  • You are flexible to work during the hours of operation
  • You are tech savvy and can navigate between multiple Windows-based application systems
  • You have completed post-secondary education (degree or diploma)


Important Details:

  • Department Hours of Operation: Monday to Friday 8:00AM – 9:00PM
  • Shift: Monday to Friday 1:00PM  9:00PM
  • Location: 90 Wynford Drive (Don Mills & Eglinton in North York)
  • Training: There will be mandatory full-time training for the first 5 weeks of the position (Monday to Friday 8:00am - 4:00pm)


Take the first step in joining our Fraud Team in North York, Ontario. Say Hello and Apply today! 

Location(s):  Canada : Ontario : North York 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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.

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