Title:  Manager, Workforce Management

Requisition ID: 254837 

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

The Role

Leads and oversees the Client Services workforce management functions in Global Transaction Banking Operations (GTBO) ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures. The Manager, Workforce Management at Scotiabank is a pivotal role that oversees a broad spectrum of workforce-related functions. This includes detailed planning and forecasting, sophisticated scheduling, dynamic real-time management, and effective shrinkage control through strategic workforce management system configurations.

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.
• Planning, coordinating, and monitoring staffing levels to business volumes; accountable to understand and manage the implications of overstaffing/understaffing, identifying characteristics that create staffing challenges.
• Act as an escalation point for advanced or difficult Workforce Management system issues
• Make a variety of complex and important decisions broad in scope, that will have a significant cost/performance impact and that will affect GTBO Client Services.
• Regularly perform QA checks to ensure Workforce Management system is compliant.
• Develop, document, and manage system upgrades/enhancements to optimize staffing needs with a focus on compliance and the operational Key Performance Indicators.
• Provide in-depth reporting on Inbound abandon rates, service levels and agent performance to Senior Management
• Serve as the primary point of contact on workforce management policies
• Ensure consistent and accurate execution of policies and procedures, compliance, and all provincial and federal employee standards regulations.
• Improve processes and increase efficiency of operations by recommending necessary changes
• Key point of contact for any outages or production issues impacting Workforce Management software and agent schedules.
• Innovative Change Management: Lead transformative initiatives that result in significant capacity savings and cost reductions, driving continuous improvement across the business line.
• Initiative Support: Provide crucial data support and analysis for new initiatives, ensuring stakeholders and business lines are equipped with accurate post-implementation metrics.
• 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 their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring 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 vision/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:

• Post-Secondary Education
• Prior experience in Workforce Management experience, Contact Centre and Analytical Expertise
• Intermediate Excel skills
• Strong technical aptitude and experience working with reporting software, tools, and database creation to derive business insight and drive customer value
• Thorough knowledge of MS Office Suite, IVRs, Avaya CMS Supervisor, Verint
  
  

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program including bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day. 
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements. 

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.