Title:  Director, Virtual Inbound & Outbound Sales

Requisition ID: 239443

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

The Director of Virtual Inbound & Outbound Sales leads multiple sales teams for Virtual Channel, helping clients who call in or are contacted through client outreach. This role supports virtual advice by promoting a client-first approach, focusing on primacy and NBAs and encouraging referrals, ensuring clients with complex needs are connected to the right advisors.

The Director oversees teams across Toronto, Halifax, and Ottawa, making sure business plans follow rules and policies. They directly manage a Senior Manager and Manager, helping them build strong, client-focused teams.

Working with the Virtual Channel Leadership Team, the Director supports strategies for people, operations, advice, financial goals, and business plans that align with Canadian Banking priorities. Success is measured by client satisfaction, employee engagement, and strong business results.

Is this role right for you? In this role, you will: 

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

• Contributes to the development and execution of strategies to achieve Virtual Channel's business objectives by:

• • Creating and executing plans to increase customer satisfaction, digital interactions and revenue growth, including best practices from other FIs, vendors and within the industry and bank
  • Identifying opportunities and trends and communicating them 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 Virtual Advice teams to exceed established financial targets

• Inspire, lead and develop a diverse 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 Director is also accountable for preparing and signing off PARs 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 Senior 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

• Contribute to the optimal efficiency of Virtual Channel by:

• • Supporting the ongoing financial, expense and complement management of the business
  • Effectively establishing and maintaining appropriate performance standards, work measurements, forecasting and control processes to ensure productive and cost-efficient management of the unit and appropriate staffing levels are maintained
  • Ensuring productivity goals are attained while minimizing risk and loss for the Bank; ensuring the physical and logical security, confidentiality and continuity of services provided by the Centre adhere to established procedures for day-to-day operations as well as for business continuity in the event of a disaster or temporary loss of service
  • Defining the workload distribution across the teams and working with other leaders in Virtual Channel to ensure capacity and resources are maximized
  • Support in designing the organizational structure, number of staff and training requirements required to support the day-to-day and additional initiatives
  • Resolving customer and branch concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation

• 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 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.
• 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.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have experience with:

• Undergraduate degree in Business, MBA or related discipline and/or 10 years related work experience
• Thorough understanding of Virtual Channel environment at Scotiabank and the Bank’s organizational structure
• Thorough knowledge of the Bank’s product, policies and procedures, system capabilities and operations, and their relationship with the Bank
• Excellent communication/interpersonal skills including presentation and facilitation
• Excellent problem solving, negotiating, strategic influencing and relationship management skills
• Expert knowledge of sales and service management best practices
• Highly skilled leader with extensive experience leading and coaching large teams
• Strong background with budgeting and managing business costs
• Proven ability to think and act strategically, including experience in business line or corporate level strategy formulation
• Strong customer service experience, including a high degree of judgment skills and initiative to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
• Project management and planning experience

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Extended/Non-standard operating hours is required to deal with deadlines and/or unplanned operating problems.
• Moderate travel domestically may be required.
• There may be an inordinate number of responsibilities required to constant prioritization. Pressure situations can arise quickly and unexpectedly due to market conditions, media coverage, promotional distributions, or in response to client demands

Location(s):  Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa 

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.