Change Lead

Purpose

The CEC Change Lead is responsible for executing strategic change initiatives within the Client Experience Center. This role focuses on implementing changes that enhance the overall client experience, ensuring that the center's operations align with Scotiabank’s vision and goals.

The Change Lead will work with the Client Experience Center Change Manager to execute strategies and ensure seamless transitions in client interactions

The Client Experience Centre is a 24/7 fast paced, dynamic business environment that plays a key role in supporting the Bank to achieve its sales and customer satisfaction objectives. The incumbent will support changes withing the client experience center.

Accountabilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Strategy Execution: Implement change initiatives as directed by the Client Experience Center Change Manager, ensuring that all changes are effectively executed on-site.

• Operational Support: Provide on-site support to ensure that changes are integrated smoothly into daily operations, minimizing disruptions and maintaining high levels of client satisfaction.

• Stakeholder Collaboration: Work closely with team members and other stakeholders to understand their needs and ensure that change initiatives meet their expectations.

• Process Implementation: Execute strategies to enhance processes and client interactions within the Client Experience Center, ensuring continuous improvement.

• Training and Guidance: Offer training and guidance to team members to help them adapt to changes and maintain high performance levels.

• Performance Monitoring: Monitor the impact of change initiatives on-site and provide feedback to the Client Experience Center Change Manager for further adjustments.

• Reporting: Prepare and present reports on the execution and impact of change initiatives to the Client Experience Center Change Manager and other senior leaders

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Creates an environment in which their team pursues effective and efficient operations of their 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.

• Build 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 behaviors; communicating vison/values/business strategy; and, managing succession and development planning for the team.

Education / Experience / Other Information (include only those that are specific to the role)

Post-secondary education in business, psychology, sociology, marketing or other related disciplines is preferred.

Work Experiences:

• Strong knowledge of Scotiabank’s Retail, Small Business and Commercial products and services
• 2 years of industry experience in an HR related role is 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
• Strong data analysis for problem-solving, reporting and project performance evaluation is required.
• 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 fast-paced, dynamic environment
• Strong written and verbal communication skills
• Project management and planning knowledge – Agile framework experience is preferred

Ability to work autonomously combined with the ability to maintain close relationships with other Centres.

Working Conditions

• The incumbent works in a 24/7 Client Experience Centre environment, in which extended/non-standard operating hours are required to accommodate service level agreements. As such, the incumbent may be requested to work overtime during peak season and/or periods of increased volumes.