Senior Manager, Everyday Banking (Contact Centre) - Tangerine

Scotiabank • City of Moncton, NB

4d • Onsite

About The Position

Tangerine is Canada’s leading direct bank, offering flexible and accessible banking options, innovative products, and award-winning Client service. The company's mission is to help Canadians live better lives and make a difference in their communities. Tangerine emphasizes an empowering and enthusiastic internal culture. As Canada’s leading digital bank, technology is central to Tangerine's operations, and the company continuously evolves to tackle opportunities and challenges through progressive technology and collaboration. This role offers an opportunity to reach new heights in a career with an established disruptor in the Canadian banking landscape.

Requirements

• University or College Degree or equivalent work experience
• 5+ years of contact centre experience
• 2-3 years of people leadership experience
• Experience in successfully leading high performing teams
• Excellent process management skills
• Excellent analytic and problem resolution skills
• Ability to resolve customer issues with a focus on improving overall customer satisfaction
• Ability to establish and sustain strong working relationships throughout the bank
• Ability to provide recommendations and implement solutions to maximize the effectiveness of the department and other areas of the bank
• Proven ability to motivate and build high performing teams
• Excellent written and verbal communication skills

Nice To Haves

• Banking, Canadian Securities and/or Investment Funds in Canada courses are an asset

Responsibilities

• Lead and oversee Tangerine Service & Sales in Canada, ensuring business strategies, plans, and initiatives are executed and delivered in compliance with governing regulations, internal policies, and procedures.
• Lead and drive a customer-focused culture throughout their team to deepen Client relationships and leverage broader Bank relationships, systems, and knowledge.
• Provide leadership input and direction into overall strategy and tactics for resource and performance management programs in the department.
• Set and maintain performance standards for quality of service delivery and productivity.
• Ensure that the Client experience and sales goals of the department are achieved through delivery of service levels and development of high-performing teams.
• Lead or participate in key corporate projects that drive improvement to systems, products, or processes, maximizing the effectiveness of the department by maintaining high service levels and controlling costs.
• Establish and enforce standards to ensure regulatory and internal control compliance.
• Responsible for leadership and stewardship of Company policies and goals and adherence to the same.
• Motivate teams and foster a positive work environment.
• Develop and manage the department’s MTP to ensure fiscal goals are achieved and provide monthly reporting on variances.
• Develop and manage effective business relationships with all corporate departments to ensure a consistent high level of performance and constant improvement in the Operations department.
• Manage multiple projects within a diverse Business Continuance Plan (BCP).
• Assist Head of Sales and Service Moncton as required.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Benefits

• Access to thousands of online and in person courses for career growth
• Help to save for your future
• Invest in your total wellbeing through Tangerine benefits
• Workspace flexibility
• Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree