Title:  Assistant Manager

Requisition ID: 234053  

We are committed to investing in our employees and helping you continue your career at Scotiabank. 

Purpose
Scotiabank is on an exciting journey to expand its customer loyalty program and deliver more value to customers. This role will lead flawless execution of offer campaigns, manage customer escalations relating to loyalty points, and drive strategic initiatives with various business partners to improve operating efficiencies and support the evolution of Scene+ program.

This role will contribute to the overall success of the Loyalty and Partnerships team in Canada which involves program monitoring, managing customer escalations, supporting with Fraud monitoring and campaign management. As well, it ensures all activities conducted follow governing regulations, internal policies, and procedures, assist stakeholders as needed for project initiatives and account remediation.

Is This Role Right for You? In this role, you will:
• Manage customer escalations from internal and external (Scene+ CC) partners. This involves managing a general mailbox answering inquiries from internal/external partners.
• Manage escalations related to fraud redemptions, as required.
• Be empowered to fulfilling points adjustments as part of remediating customer escalations, up to a certain threshold.
• Be the day-to-day point of contact for business line Scene+ escalations.
• Support campaign management as required – managing internal and external (Scene+ CC) campaign concerns including points fulfilment, as necessary.
• Management the comprehensive production of cards testing, validation and monitoring to ensure the product parameters are fulfilled from CX experience on Scene+ program.
• Streamline end-to-end fulfillment and delivery of Scene+ Promo Codes to internal stakeholders; updates to be shared with Loyalty and Partnership – Finance operations to ensure points are correctly billed.
• Invoice management support as required, including intake, approval and ensuring accurate financial transactions within protocols and invoice payment timeline.
• Work with Loyalty and Operations as required to create FAQ’s, identify themes through customer escalations, prepare and review training material from customer facing channels.
• Assist with Issue Management concerns, ensuring proper customer remediation is completed, based on outcomes from Issue Management forums.
• Continually analyze and develop recommendations for process improvements with focus on improving the customer experience and customer journey.
• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursue effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls 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.

Do You Have the Skills?
• Bachelor’s degree preferably in a business, economics, finance, or a related field
• Preferably 1-2 years of experience in full-time roles
• Strategic thinker with strong analytical skills
• Strong organizational skills, time management and ability to set priorities
• Strong communication (verbal and written) and interpersonal skills
• High degree of accuracy and thoroughness
• Ability to work independently and as a team
• Expertise with Microsoft Office Suite including Excel, PowerPoint and PowerBI

What’s In It for You?
• Champion a high-performance environment and contribute to an inclusive work environment.

Location(s):  Canada : Ontario : Toronto 

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.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.