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Title:  Senior Manager Onboarding and Leadership Development

 

 

 

Requisition ID: 132129

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

 

The Senior Manager, Onboarding & Leadership Development is responsible for creating a consistent and elevated onboarding and leadership development experience across the CBCC (CCA and Manager). Key focus is the centralization of Canadian Site Onboarding Team as well as being accountable to support and execute on a formalized Leadership Development Model within the CBCC in partnership with Performance Enablement. The incumbent must also ensure business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

 

The Senior Manager, Onboarding & Leadership Development Retail Service Canada has accountability to contribute to the success of the Canadian Banking Contact Centre business line.  Working with the Customer Contact Centre Senior Leadership team, the Senior Manager Onboarding & Leadership Development is responsible for supporting strategies related to people, operations, advice and solutions, financial targets and business plans, aligned to Canadian Banking’s strategic priorities.

 

The Senior Manager delivers success through the attainment of high customer satisfaction and loyalty, employee engagement and retention and strong business results.

 

What Your Role Will Be:

 

  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Collaboration with Contact Centre functional areas of expertise to d develop and deliver industry best practice onboarding and leadership development programs to enhance employee engagement and retention.    
  • Strong collaboration across Canada Support sites will be important as we strive to provide an optimal customer experience across our business.

 

Contribute to the development and execution of strategies to achieve the Contact Centre’s business objectives by:

 

  • Creating and executing plans to increase customer satisfaction and revenue growth, including best practices from other FIs, vendors and within the industry
  • Identifying opportunities and trends and communicating those regularly with the Centre’s leadership team and internal partners
  • Evaluating the potential people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved
  • Establishing targets related to people, operations and the delivery of excellent advice and solutions and coaching direct reports towards goals
  • Monitoring achievement of results against plan and correcting any negative trends
  • Maintaining a business profile within the organization
  • Fostering a collaborative environment between the Service and Sales teams to exceed established financial targets

 

Inspire, lead and develop a diverse Service team by:

 

  • Embracing and championing change management initiatives by ensuring clear communication with all employees
  • Ensuring all direct reports have established annual objectives that are aligned with business plans and tracking individual performance against objectives. The Senior Manager is also accountable for preparing and signing off APPs and managing the Global Compensation Planner at year-end
  • Regularly scheduling one-on-one coaching sessions with direct reports to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, leadership and quality.  This also includes responsibility of holding Managers accountable for undergoing the same process with their teams

 

  • Reviewing agent interactions with customers (e.g. reviewing recorded calls and side-by-side observational calls) and direct report interactions with their teams (i.e. participate in observational coaching session with a direct report and his/her report) to identify opportunities, systemic challenges/possible solutions
  • Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required
  • Ensuring employee development is a priority for their direct and indirect reports, and that development discussions are conducted on a regular basis
  • Identifying and supporting training and development needs of direct reports
  • Sharing knowledge, experience and responsibility with direct reports in a drive for the highest standards of professionalism, sales and service excellence
  • Fostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement among direct and indirect reports
  • Facilitating a culture of open and honest communication by ensuring direct and indirect reports are aware of key projects, corporate goals and ongoing critical changes affecting customers
  • Building a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

 

Contribute to the optimal efficiency of the Contact Centre by:

  • Having a clear understanding and accountability of the Contact Centre’s financial and non-financial goals and the fiscall year CCC 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
  • Ensuring service and support provided by their teams are delivered within established Service Level Agreements (SLA’s)
  • Ensuring direct reports are familiar with the BCP and communicating/enacting protocol with teams.
  • Keeping the Directors up to date on development and trends within the contact centre industry
  • Acting as the main point of contact and completing administration for all leaves of absences, shift or schedule changes, retirements, terminations, resignations and Flexible Work Option requests.

      Accountable for payroll activities (eg. time in lieu, holiday pay, shift premiums and over time).

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

  •  Creating 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, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

 

Skills You Already Have:

 

Education: Post-secondary education in business or other related discipline preferred.

 

Work Experiences:

  • Strong knowledge of Scotiabank’s Retail, Small Business and Commercial products and services
  • Good working knowledge of Insurance, Mutual Funds, and Borrowing, is considered an asset.
  • 5-7 years of industry experience in a management role. Experience managing large teams is considered an asset.
  • Strong management, leadership and proven coaching skills required.
  • Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must.
  • Expert customer service experience 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 financial analysis and problem solving skills.
  • 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.
  • Ability to take initiative in creating new processes that support and help achieve business objectives
  • Ability to build and leverage strategic relationships within and outside the organization.
  • Ability to work autonomously combined with the ability to maintain close relationships with other Centres.
  • Bilingual (French/English or Cantonese & Mandarin/English) is considered an asset.

 

 

Location(s):  Canada : Ontario : Toronto || Canada : Ontario : Scarborough 

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.


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