Manager, Customer Care - Bilingual

Requisition ID: 207192

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

Leads and oversees a team in the Global Contact Centre ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Is This Role Right for You? In this role, you will :

• Lead and drive a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge :

• Ensuring all CCAs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing CCA APP commentary and one-on-one delivery discussions.

• Engaging in coaching as an ongoing observational activity with CCAs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building

• Reviewing CCA customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions.

• Regularly scheduling one-on-one coaching with CCAs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.

• Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required.

• Ensuring employee development is a priority for CCAs through regular PDP discussions.

• Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement.

• Identifying, delivering and supporting training and developmental needs of team members

• Leading team meetings to acknowledge positive results, providing regular recognition of the CCAs for delivering exceptional customer experencies, and to communicate the team’s focus.

• Support new CCAs with on-boarding and transition from training to the floor.

• Driving the internal communication process by ensuring the CCAs are aware of business changes, key projects, corporate goals and key strategies. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall.

• Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members.

• Building effective working relationships across the team and with various business lines and corporate functions .

• Actively promote the delivery and achievement of industry leading customer service by :

• Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year GCC strategy.

• Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends.

• Acting as the first level escalation point for CCAs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and to team members. Determines when escalations should be escalated to the Senior Manager and the Director.

• Acting as a change agent, leading, motivating and supporting CCAs through changes.

• Ensuring that every customer experience is consistent with the CCC service standards and providing value-add customer service through leading by example.

• Proactively identifying trends among team related to customer satisfaction/retention, CCA’s knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations.

• Actively reviewing the CMS and Verint for short, medium and long calls to improve efficiency.

• 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 the incumbent's 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 the 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 vison/values/business strategy;