Bilingual French/English Manager, Customer Care & Solutions - Ottawa, On

Requisition ID: 196994
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Leads and oversees the Sales Department at the Ottawa Customer Contact Center ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. The Manager, Customer Solutions- Sales reports to the Senior Manager, Customer Solutions- Sales and is responsible for leading a team of approximately 15 employees - subject matter experts, with sound problem resolution skills, handling live customer calls.

The Manager's primary focus will be to coach a team of Retail Banking Officers (RBOs) and act as the first line of contact for RBOs, ensuring they are customer-focused, high performing teams that deliver excellent customer experiences and drive change and innovation. Approximately 80% of the Manager's time is spent on Coaching.

The Manager is responsible to provide coaching, direct leadership, expertise and guidance to the RBOs as it relates to customer service behaviors, product knowledge, process and policy support and system functionality.

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

Superior leadership and coaching to motivate and develop individual RBO performance on the sales team by:

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge .
• Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their RBOs to be knowledgeable, confident agents that focus on first contact resolution and deliver on personalized advice and solutions for our customers.
• Ensuring all RBOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing RBO PAR commentary and one-on-one delivery discussions.
• Engaging in coaching as an ongoing observational activity with RBOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building.
• Reviewing RBO 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 RBOs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
• Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required.
• Ensuring employee development is a priority for RBOs 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 RBOs for delivering exceptional customer experiences, and communicating the team's focus.
• Support new RBOs with on-boarding and transition from training to the floor.
• Driving the internal communication process by ensuring the RBOs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. 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 Canadian Contact Centre 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 RBOs, 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 support to team members. Makes determination when escalations should be escalated to the Senior Manager and the Director.
• Acting as a change agent, leading, motivating and supporting RBOs through changes.
• Ensuring that every customer experience is consistent with the Canadian Contact Centre service standards and providing value-add customer service through leading by example.
• Proactively identifying trends among team related to customer satisfaction/retention, RBO'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.

Contributes to the maximization of the Contact Centre efficiency by:

• Having a clear understanding and accountability of the Contact Centre's financial and non-financial goals and the digital transformation strategy. This includes daily, weekly, and monthly monitoring team results against targets and independently devising and implementing tactical responses to specific performance issues within the teams to correct any negative trends.
• Ensuring that every customer experience is consistent with the service standards and providing value-add customer service through leading by example.
• Liaising with other Managers and Senior Managers to identify common issues/trends and executing effective solutions.
• Proactively identifying and providing recommendations to his/her Senior Manager related to promoting customer satisfaction/retention, increasing productivity and reducing costs in the Centre through policy, procedural and systems solutions improvements.
• Managing reporting and analyzing results/reports, raising issues/trends and solutions to his/her Senior Manager and implementing those solutions.
• Managing operational issues/breaches by providing his/her Senior Manager with the information and insight required to determine root causes, recommending solutions, and by implementing resulting policy, procedural and systems solutions/strategies devised by the unit.
• Ensuring service and support provided by the FIELD Advisors and their teams is delivered within established SLAs.
• Acting as the main point of contact and completing administration for all leaves of absences, retirements, terminations, resignations and Flexible Work Option requests.

Contributes to the maximization of team efficiency by:

• Ensuring team's adherence to Scotiabank's policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank's Guidelines for Business Conduct and any supplemental guidelines or codes of conduct applicable to the Canadian Contact Centre.
• Ensuring team members are familiar with the Business Continuity Plan and responsible for enacting plan, when required.
• Overall accountable for payroll activities (e.g. time in lieu, holiday pay, shift premiums and over time).
• 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 his/her team pursues effective and efficient operations of his/her 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; 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:

• Bilingual (French/English) is required.
• Post-secondary education in business or other related disciplines is an asset.
• Expert knowledge of Scotiabank's Retail and Small Business and Commercial products and services.
• 3-5 years of industry experience preferably in a management or coach-type role.
• Previous management/leadership experience required; excellent team leadership, strong coaching and mentoring skills.
• Thorough sales skills in attaining aggressive sales targets.
• Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes.
• Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must.
• Proven ability to influence and motivate others.
• High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment.
• Strong written and verbal communication skills • Ability to take initiative in creating new processes that support and help achieve business objectives.
• Demonstrated relationship building skills to ensure co-operative working relationships with team members, colleagues and business partners.

Work Conditions:

• Work hours - Monday to Friday shift can be flexible anywhere between 9am - 5pm and 11am - 7pm
• This is a 24/7 Contact Centre environment, in which extended/non-standard operating hours are required to accommodate service level agreements.
• As such, you may be requested to work overtime during peak season and/or periods of increased volumes.
  

Location(s): 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.