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Title:  Manager, Contact Strategy




Requisition ID: 70407


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


As the Manager, Contact Strategy, you will be responsible for inbound, live voice, and Robo contact strategies for Collections and Fraud


What you’ll do in this role

  • Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Administration of Message on Demand as well as Nuance collections Strategy.
  • Act as an escalation point for advanced or difficult dialer system issues
  • Design, build and maintain campaigns, calling lists, filters, reporting and strategies based historical data, delinquency rates and trends
  • Regularly perform QA checks to ensure business rules are being met with dialer file
  • Develop, document and manage system upgrades/enhancements to optimize outbound needs with a focus on compliance and the operational Key Performance Indicators (Penetration rate, Right Party Contacts, Conversion rate, Promise to Pay rate, Abandoned rate and dollars collected)
  • Create predictive outbound or blend dialing campaigns/jobs for Collections and Fraud with respect to applications, priorities, import/export raw files, filters, dial schedule, call data definitions, disposition plans and the different geographical time zones
  • Provide in-depth reporting on campaigns/jobs, service levels and agent performance to Senior Management
  • Ensure consistent and accurate execution of policies and procedures, compliance and all provincial and federal regulations are followed
  • Key point of contact for any outages or production issues impacting dialer performance or inbound servicing.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.


What we’re looking for

  • Post-Secondary Education completed or equivalent experience
  • Must have Dialer Management experience, Contact Centre and Statistical Expertise, preferably in the financial industry
  • Project Management experience is required
  • Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value;
  • Strong ability to manage a high level of detail, data and information and integrate it into operations and solutions consistent with Canada Collection, Fraud Management and Bank strategies and objectives;
  • Knowledge of MS Office Suite, IVRs Avaya CMS Supervisor, Aspect Dialer, Avaya Dialer
  • Proficiency in SQL is an asset, not required


What’s in it for you?

  • The opportunity to join a forward-thinking company surrounded by a collaborative team of innovative thinkers
  • A great opportunity to leave your “stamp” as we are undergoing a multiple of exciting and forward thinking initiatives
  • A rewarding career path with diverse opportunities for professional development
  • Internal development to support your growth and enhance your skills
  • A competitive compensation and benefits package
  • An organization committed to making a difference in our communities– for you and our customers
  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!


This position is located at Wynford Drive, North York


Location(s):  Canada : Ontario : North York || Canada : Ontario : Toronto 

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. 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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