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Senior Manager, Contact Strategy

Date: Aug 10, 2019

Location: North York, ON, CA

Company: Scotiabank






Requisition ID: 66060


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


As the Senior Manager, Contact Strategy, you will lead and oversee the Contact Strategy team in Canada developing new and innovate contact strategies leveraging, the Dialer, Nuance and MOD and ensure they are delivered in compliance with governing regulations, internal policies and procedures.



  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Maximizing full technical capabilities of Dialer, Message on Demand and Nuance to drive contact strategies.
  • Design contact strategies around TRIAD Risk Based Segmentation ensure each level of RISK receives the appropriate outbound contact channel.
  • Planning, coordinating and monitoring staffing levels to business volumes; accountable to understand and manage the implications of overstaffing/understaffing, identifying characteristics that create staffing challenges.
  • Ensure that all contact strategies are compliant with both Provincial and Federal collections legislation.
  • Use historical contact information to ensure we are contacting customers at the best time and contact channel.
  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  •  Analyzing customer insights and speech analytics data to determine the current issues/challenges experienced by customers, identifying appropriate changes and recommending value added resolutions that are mutually beneficial to customers and Scotiabank.
  • Creates an 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, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework and  Regulatory Compliance Risk Management Framework
  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.



  • Post-Secondary Education Completed
  • Minimum 5 years experience in Workforce & Dialer Management within Contact Centre is required.Statistical Expertise is required
  • Experience in Fraud or Collections contact centres is an asset, but not required
  • Experience leading a team is a strong asset
  • Knowledge of Lean Methodologies is required
  • Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value;
  • Strong ability to manage a high level of detail, data and information and integrate it into operations and solutions consistent with Canada Collections, Fraud Management and Bank strategies and objectives;
  • Demonstrated strong leadership, mentoring, coaching and motivational skills, including the ability to manage remote teams;
  • Knowledge of Avaya Dialer and Aspect Dialer is required
  • Knowledge of IVRs Avaya CMS Supervisor,  Aspect EWFM, Verint,  and IEX is an asset
  • Knowledge of Avaya POM / Adeptra / or Aspect CXP is an asset, not required


This position is located at Wynford Drive, North York




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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