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Title:  Manager, Call Management & IVR - Toronto, ON




Requisition ID: 111516

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


As Manager, Call Management and IVR, the incumbent is responsible for the overall management, planning and business execution of strategic projects and initiatives within the Global Contact Centres.  This will include the identification and implementation of short and long term strategic opportunities and customer focused solutions to optimize overall service and sales effectiveness and create operational efficiencies and capacity within the channel. 

In fulfilling the role, the incumbent must be able work independently or as part of a cross-functional team.  The incumbent must work closely with key internal Partners (ex. IT&S, Branch, CVP, BCE and Product Groups) and external Partners such as third-party suppliers and consultants as needed to lead, co-lead and/or support strategic projects aligned to our bank’s Focus Priorities.  The role and nature of work requires a creative, highly motivated, self-starter who is customer focused and results oriented with knowledge of project management methodologies.

The incumbent is accountable for the on-going optimization of Call Management and IVR programs and has significant involvement in leading change to support the Global contact Centre’s delivery of an excellent customer experience and achieve business line results.


What Your Role Will Be:

  1. Identifying opportunities and initiating and/or supporting the research and recommendation for new/improved processes, policies, and solutions to make banking easier for our customers, create capacity and operational efficiencies within the channel and drive an improved customer experience.


  1. Contributing and supporting the development of business plans and solutions tailored to anticipated changes in customer needs and preferences and reduce customer and employee effort based on industry, market and competitive trends and an in-depth understanding of the operating environment and geographical differences between sites.


  1. Contributing to the development of business cases, concept papers, scope documents and business requirements using standard project methodology and practices and ensuring projects and changes are aligned and consistent with Contact Centre strategy and focus priorities of the Bank. 


  1. Leading the implementation of strategic and change initiatives within the channel that may include design, development and communication of business solutions, tools, and resources.


  1. Representing the CCC on cross-channel projects and initiatives, collaborating with partners and Business Lines and effectively communicating and negotiating when required, providing consultation and service to various stakeholders.    


Skills You Already Have:

  • Contact Centre Operations, Call Management and IVR experience
  • Excellent verbal and written communication skills
    • Strong financial, quantitative, analytical and presentation skills
    • Strong PC/software skills particularly spreadsheet and presentation tools (e.g. Excel, PowerPoint) and project/process design and administration tools (e.g. Visio)
  • Project Management and Agile/Scrum experience an asset


Location(s):  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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