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Title:  Senior Manager, Customer Care & Solutions- Scarborough, ON




Requisition ID: 74273


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



As the Senior Manager, Small Business & Cash Management Solutions you are responsible for leading and overseeing a team of Managers and their Senior Customer Care Advisors. The advisors will receive both inbound service & outbound sales calls related to the day to day banking needs, payments and cash management services for small business customers. 


You will provide direct leadership, coaching and guidance to the managers, ensuring they are successful in developing customer-focused, high performing teams that effectively engage small business customers to drive first contact resolution and proactively provide personalized advice and solutions as a means to add value. A large majority of time will be spent on coaching as well as supporting the administrative needs of the overall small business team.



What you’ll be doing

  • Lead and drive a customer focused culture throughout the teams & drive change and innovation in support of the overall strategic priorities of the bank & business. You will work across sites and with segment partners to bridge opportunities and capabilities to improve both the customer and employee experience;
  • Provide leadership oversight and coaching to managers to ensure they effectively develop a team of high-performing small business subject matter experts that focus on first contact resolution & advice-based client centric conversation. Specialists will be expected to identify gaps in customer’s portfolios and recommend solutions to fit small business customer’s unique needs, including payments and cash management services;
  • Contribute to the planning and delivery of strategies that supports the goals and objectives of the business lines. You will coach the managers to ensure their teams meet and exceed all performance and sales targets as well as develop and execute internal strategies that drive efficiency and accountability where needed;
  • 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 & managing succession and development planning for the broader team;
  • Contribute to the maximization of the Contact Centre efficiency by:
    • Having a clear understanding and accountability of the Contact Centre’s financial and non-financial goals and the fiscal year CC strategy;
    • Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends;
    • Proactively identifying and providing recommendations to the Director related to promoting customer satisfaction/retention, increasing productivity and reducing costs in the Centre through policy, procedural and systems solutions improvements; keeping up to date on trends within the CC industry.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.


  • Create an 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, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk


Skills you aready have

  • Expert knowledge of Scotiabank’s Retail & Small Business products and services is required as well as competitive intelligence in small business;
  • 5 years of industry experience in a management role with proven coaching skills & ability to drive outcomes. Experience managing large teams is considered an asset;
  • Effective sales management skills are essential, along with the ability to influence and motivate others
  • Expert customer service experience is required. Incumbent must have strong interpersonal skills, communications, judgement, negotiation, coordination and analytical skills;
  • Demonstrated change leadership, cross cultural leadership & proven ability to strategically engage, influence and motivate others;
  • High degree of flexibility is 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;
  • Demonstrated relationship building skills to ensure co-operative working relationships with team members, peers and business partners;
  • Bilingual (French/English) is considered an asset;
  • Skilled at resolving complex customer problems and managing escalated situations


This role will be located at 2201 Eglinton Ave. East





Location(s):  Canada : Ontario : Scarborough 

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. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.

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