Title:  Senior Manager, Customer Communications

Requisition ID: 253035 

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

The Role

Leads a team responsible for driving improvements to Canada Collection’s customer communications strategies in order to maximize dollars collected while delivering on the Bank’s credit loss & operations expense plans.

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

• Leads a team responsible for implementing customer communication strategies in order to improve customer contacts and dollars collected, while minimizing cost to collect
• Optimizes contact strategies leveraging available channels (SMS, email, IVR, & Live Call) to improve collections effectiveness & minimize loan losses
• Implements changes leveraging champion/challenger methodologies to measure effectiveness of email & sms campaigns. Oversees production of monitoring & performance reports, measuring benefits in cost to collect
• Monitors effectiveness of email, sms, & live call communication strategies, identifying actionable opportunities to address market & portfolio headwinds
• Oversees production of analyses pertaining to customer behavior and effectiveness of collection treatments. Recommends improvements to communication strategies to Canada Collections leadership team
• Drives continuous improvement in strategy effectiveness with focus on incremental profitability (i.e. losses avoided less cost to collect including incentives)
• Develops & improves business line relationships to expand scope of existing services and enhance customer experience
• Keeps abreast of emerging regulatory requirements and trends, assessing potential impact to the bank, making recommendations to management and senior executives on strategies to mitigate impact and enhance effectiveness
• Fosters an inclusive, collaborative, and high-performance environment. Implements a people strategy that attracts, retains, develops, and motivates their 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:

• 3 – 5 years’ experience in collections operations and/or analytics
• Strong leadership, collaboration, and communication skills
• Demonstrated abilities to think strategically & drive results
• Results driven individual with high level of curiosity and ability to dive into details without losing sight of the big picture
• Exceptional organization skills to prioritize, manage, and implement a variety of competing initiatives, on a concurrent or staggered basis
•  A University degree in Business, Economics, Marketing, Statistics or Management Analytics
  
  

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.