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Senior Manager, International Banking Call Management and IVR - (English/Spanish) - Toronto, ON

Date: Jan 11, 2019

Location: Toronto, ON, CA

Company: Scotiabank



Requisition ID: 47305


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

Job Purpose

The Senior Manager, International Banking Call Management and IVR is responsible for the overall management, planning and business execution of Call Management and IVR design and capabilities for the Global Contact Centres.  This will include the identification of short and long term strategic opportunities and customer focused solutions to optimize overall service and sales effectiveness in the channel.  The Senior Manager will support the evaluation of business opportunities, development of strategies, and contribute to the implementation of projects to meet business objectives.  They will be an active leader in managing and recommending overall customer experience design and on-going improvement opportunities. 


The Senior Manager 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.


Key Accountabilities


  • Business design and delivery of International Banking Contact Centre and strategic programs that have a major IVR & Call Management component. The incumbent accomplishes this by:
    • Participating in cross functional teams
    • Ensuring alignment between programs and Contact Centre mandate
    • Identifying program impact to the Contact Centre customer experience and IVR / Call Management solutions


  • Identify and evaluate new business opportunities and develop recommendations to optimize the design and capabilities of IVR & Call Management solutions. The incumbent accomplishes this by:
    • Maintaining expertise of emerging trends, technological advancements in IVRs and other channels and identifying actionable insights from Voice of the Customer data to drive continuous improvement and increase customer satisfaction and loyalty
    • Using appropriate business evaluation techniques to define, research, analyze and recommend options based on strategic goals and business risks
    • Preparing clear and succinct business requirements, supported with business findings and assessments, to obtain support and approval of recommendations
    • Leading or participating in cross-functional project teams to execute specific deliverables
    • Supporting senior leaders in the planning and prioritization of initiatives, including development and contribution to business requirements, concept papers, scope documents and business cases
    • Reporting progress relative to goals, business targets and any developments which may impact the success of the project, including assessments of strengths/weaknesses and recommendations to optimize business deliverables
    • Continuously evaluating the initial parameters of the business plans and adjust as required


  • Lead and support coordination and collaboration with partners and Business Lines to develop customer focused solutions to meet business needs and contribute to a seamless and integrated customer experience across all customer segments and channels by:
    • Designing analytical models incorporating risk, cost, budgets, and financial impacts
    • Assessing customer demand, technology factors and overall feasibility/profitability to determine opportunities and/or key issues to achieving project objectives
    • Analyzing usability research and analytics to recommend design changes and channel enhancements
    • Contributing to the development, design, and prototyping of functionality enhancements


  • Review and respond to enquiries / issues / requests for information from countries, IB partners and Contact Centres. The incumbent accomplishes this by:
    • Ensuring issues impacting customers and Contact Centres are resolved by the appropriate departments
    • Escalating to Management with recommendations



  • Post Secondary Education completed or a combination of experience and education
  • Contact Centre Operations, Call Management and IVR experience.
  • Excellent verbal and written communication skills in both English and Spanish is required
  • 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.


This position is located on Eglinton Ave East, Scarborough

Location(s):  Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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