Director, Contact Centre & Client Solutions - Scotia Itrade

Requisition ID: 192897
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Director Scotia iTRADE Contact Centre & Client Solutions is accountable for executing mid and long-term strategies to lead specialized teams focused on superior service delivery, customer satisfaction, process improvement and technological innovation.

The role overseas a team of over 100 employees and provides direct leadership to Senior Managers and Managers who in turn oversee Trading & Service, Client Solutions, and the Workforce Management teams. The Director is responsible for ensuring they are successful in the development and delivery of a customer focused high-performing department, with a view to enhancing processes in a dynamic environment and keeping abreast of industry trends.

The Director is a member of the Scotia iTRADE (SiT) Senior Management team and has accountability to contribute to the success of the SiT business line, strategic initiatives and financial targets, and will have responsibility to lead certain initiatives. The role collaborates closely with other areas of SiT and key partners on day-to-day business items.

The incumbent delivers success through the attainment of high customer satisfaction and loyalty, employee engagement and strong business results.

Major Accountabilities

1. Contribute to the development and execution of strategies to achieve the Scotia iTRADE Contact Centre's business objectives by:

• Creating and executing plans to increase customer satisfaction, service delivery and revenue growth, utilizing best practices from across the enterprise, other FIs, vendors and within the online brokerage industry.
• Leading the prioritization of strategic initiatives within the Contact Centre channel and direct the development of an annual consolidated strategic plan and calendar.
• Establishing performance targets related to people, processes and technology with a focus on efficiency, service excellence and coaching direct reports toward goals.
• Maintaining a superior level of knowledge of Contact Centre technologies, leveraging competitive intelligence, identifying macro trends within the industry and across the enterprise and leading ongoing analysis to identify weaknesses, gaps and opportunities for innovation and operational efficiencies.
• Evaluating the potential people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved.
• Regular monitoring of service and productivity achievements of results against plan and directing tactical responses to correct any negative trends.
• Maintaining a high-caliber business profile within the organization and being a thought-leader within the SiT Senior Management team.
• Contributing feedback about the potential people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved.
• Overseeing assignment of direct reports and ensuring project work is completed on schedule, within approved budgets against a background of constantly changing and occasionally conflicting priorities.
• Providing overall governance, control, and coordination (single point of contact) for new initiatives or special projects.
• Tracking, monitoring and communicating the progress of regular dashboards and initiatives against defined project milestones (ex. briefing documents, Executive presentations) to ensure progress and successful delivery of project objectives and business case commitments.
• Building strategic relationships and maintaining collaborative networks of strategic partners and contacts, both internally and externally, with the specific intent of fostering teamwork, future opportunities and partnerships and leveraging the relationships to advance short- and long-term business in the Contact Centre channel
• Identifying opportunities and trends and communicating those regularly with the Centre's leadership team and internal partners.
• Fostering a collaborative environment between the Service and Sales teams to exceed established financial targets.
  

2. Inspire, lead and drive a client-centric performance culture by:

• Embracing and championing change management initiatives by ensuring clear communication with all employees.
• Ensuring all direct reports have established annual objectives that are aligned with the business plans and responsibility for tracking individual performance against objectives including coaching and holding reports accountable for undergoing the same process with their teams.
• Regularly scheduling coaching with direct reports to recognize success, help overcome obstacles and set focus, leveraging coaching techniques and utilizing technologies to engage team members regularly and effectively across locations and holding direct reports accountable.
• Reviewing agent interactions with clients for quality (e.g. reviewing recorded calls and side-by-side observational calls) and interactions with employees (e.g. participating in coaching sessions led by Senior Managers & Managers) to identify opportunities, systemic challenges/possible solutions.
• Rewarding success and managing non-performance while identifying and supporting training and developmental needs of direct reports.
• Coaching and managing direct reports to ensure the performance management process is in place in both Centres and employee development is a priority for all employees.
• Sharing knowledge, experience and responsibility with direct reports in a drive for the highest standards of professionalism, sales and service excellence.
• Fostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement among direct and indirect reports.
• Driving the internal communications process by ensuring direct and indirect reports are aware of key projects, corporate goals and ongoing updates/changes affecting clients.
• Exhibiting an ability to listen, negotiate and communicate goals.
  

3. Contribute to the optimal efficiency of the Contact Centre by:

• Supporting the ongoing financial, expense and complement management of the business.
• Effectively establish and maintain appropriate performance standards, work measurements, forecasting and control processes to ensure productive and cost-efficient management of the unit and appropriate staffing levels are maintained, reviewing, and reporting on regular basis.
• Ensuring productivity goals are attained while minimizing risk and loss for the Bank; ensuring the physical and logical security, confidentiality and continuity of services provided by the Centre adhere to established procedures for day to day operations as well as for business continuity in the event of a disaster or temporary loss of service.
• Defining, implementing, and supporting a Workforce Management strategy across the Contact Centre and working with other leaders in the business to ensure capacity and resources are maximized, reviewing it on a regular basis.
• Work closely with Vendors that provide services to the Contact Centre to ensure SLA's are met, develop strong relationships, and follow all policies required for third party vendor management.
• Contributing to improving client satisfaction and retention by ensuring timely, quality, value-added solutions is extended to all client escalations or service concerns.
  

4. Comply & adhere to all regulatory and compliance guidelines:

• Promoting adherence to the Scotiabank Guidelines for Business Conduct and any supplement guidelines or codes of conduct applicable to the area.
• Managing all general compliance (e.g. KYC, AML, CASL) and privacy related issues relative to the Contact Centres and ensuring all internal policies and procedures remain compliant with the Bank's external regulators.
• Leading any Contact Centre Audits, or contributing as required to Scotia iTRADE audit items
• Assisting management in dealing with the key elements of the compliance process (Regulatory Awareness; Review & Risk Assessment; Policies, Practices, Procedures, Systems & Training; Monitoring Compliance; Remedying Non-Compliance and Resolving Problems; Compliance Reporting) in a cost-effective manner.
• Resolving customer and branch concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation, including proactively connecting with clients as required to resolve escalated issues.
• Analyzing root causes of service issues/breaches and initiating corrective action by determining and overseeing the implementation of corrective policy/procedures.
  

Education/Work Experience/Designations:

Industry course requirements include (preferred):

• Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH)
• Investment Dealer Supervisor Course, IDSC
• Options Supervision course an asset
• Current / recent registration at the supervisor level with the Canadian Investment Regulatory Organization (CIRO) preferred
• Has context menuPrior management experience in a Contact Centre, preferably online brokerage is an asset
• 8-10 years practical experience with the securities or banking industry, in a management role
• University Degree or post secondary diploma
• Proven ability to think and act strategically, including experience in business line or strategy formulation.
• Expert managerial, leadership and delegation skills required to ensure reporting managers and their teams achieve the desired results, for example: Delivery of expected customer service levels, meet shifting customer demand and managing human resources in the most cost-effective manner.
• Strong customer service experience, including a high degree of judgment/organizational skills and initiative to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes.
• Strong financial analysis and problem-solving skills.
• Expert ability to build and leverage strategic relationships within and outside the organization.
• Strong project management and planning experience.
• Expert understanding of electronic communication channels and how they play a role in client service.
• Strong knowledge of technology used to support trading and service functions.
• Advanced analytics using Excel and strong PowerPoint skills.
• Strong background with budgeting and managing business costs.
• Expert understanding of the discount brokerage industry including market mechanics, security regulations, etc.
• Through understanding of Scotia regulations and guidelines for business
• Superior oral and written communication skills, including presentation and facilitation.
• Excellent time management skills.

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.