Title:  Manager, Customer Care - E-Customer Experience

Requisition ID: 275451 

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

Leads and oversees the Social Media, Click to Chat, and Communication Centre Support teams within the Client Experience Centre, ensuring customer-focused, high-performing teams deliver high-quality customer outcomes while business strategies, plans, and initiatives are executed in compliance with governing regulations, internal policies, procedures, and the Bank’s risk appetite. The Manager provides people leadership, operational oversight, and strategic guidance for digital customer care. The role strengthens digital capability, customer resolution, risk management, and continuous improvement while partnering across the Bank on national initiatives.

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

• Leads and drives a customer-focused culture across Social Media, Click to Chat, and Communication Centre Support to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Develops and coaches a high-performing team by ensuring employees have the knowledge, skills, tools, and support required to deliver consistent, high-quality customer outcomes.
• Monitors workload, digital interactions, service delivery, readiness, adherence, and interaction quality; provides timely coaching and feedback and ensures the integrity of transactions and account activity.
• Acts as an escalation point for complex or sensitive customer concerns, coordinating research, response development, and partnership across the Bank to achieve appropriate resolution within delegated authority and established escalation pathways.
• Oversees daily operations for Social Media, Click to Chat, and Communication Centre Support and provides strategic guidance to internal partners across the Bank.
• Analyzes customer conversations, emerging trends, activity, and service results across digital channels to identify customer, operational, compliance, and reputational considerations and recommend appropriate action.
• Supports employees with sound judgement and recommendations and, when required, participates in customer-facing digital conversations in a manner appropriate to the audience and the Scotiabank brand.
• Develops and improves business processes, controls, and digital servicing practices to increase efficiency, reduce rework, address gaps, and strengthen employee capability.
• Partners with the Senior Manager and key stakeholders to evolve digital customer care frameworks, operating practices, and service capabilities.
• Contributes to Centre objectives by promoting effective customer resolution, retention, and appropriate referral opportunities while balancing customer needs, risk, and operational requirements.
• Ensures productivity and service-level expectations are achieved and uses relevant operational measures to manage performance across supported channels.
• Provides leadership coverage and operational support in the absence of the Senior Manager, including escalation support, reporting and analysis, and strategic input as required by the operating model.
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which the team pursues effective and efficient operations in accordance with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, while ensuring day-to-day business controls meet obligations related to operational, compliance, AML/ATF/sanctions, and conduct risk.
• Minimizes risk and losses by ensuring adherence to Scotiabank policies, procedures, key controls, audit requirements, and delegated authorities.
• Identifies recurring customer inquiries, pain points, complaints, and process issues; establishes appropriate tracking and partners with stakeholders on corrective actions or improvements.
• Builds a high-performance and inclusive environment that attracts, retains, develops, and motivates employees through regular coaching, recognition, open communication, development planning, and support for change initiatives.

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

• 3-5 years of industry experience, preferably in a management, coaching, customer service, or digital customer-care environment.
• Previous people-leadership experience with strong coaching, mentoring, and team-development capability.
• Strong customer-service orientation, judgement, analytical thinking, and problem-solving skills in complex or sensitive customer situations.
• Strong knowledge of Scotiabank retail products and services, relevant policies and procedures, and digital banking/service channels.
• Demonstrated digital fluency and ability to support evolving tools, technologies, processes, and customer interaction channels.
• Strong written and verbal communication skills and the ability to build effective relationships with employees, clients, business partners, and other stakeholders.
• Ability to work independently, exercise sound judgement, manage competing priorities, and operate effectively in a changing environment.
• Experience analyzing service, customer, or operational data and translating trends into practical actions is an asset.
• Post-secondary education in business, communications, public relations, digital disciplines, or a related field is an asset.
• Bilingual capability is an asset unless required for a designated bilingual role.

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.