Senior Manager, Service Effectiveness & Insights - Toronto, ON

Scotiabank•Toronto, ON

3d•Onsite

About The Position

Provides advisory, oversight, and strategic input for Service Effectiveness and Insights across IB Client Experience Centres operations in Mexico, Peru, Chile, Colombia, Central America, and the Caribbean. The incumbent is a Service Effectiveness subject matter expert in the Contact Centre landscape, bringing depth and perspective to the GCEC team and Channel Performance across specialized areas such as: Workforce Management, Technology & Tools, Operating Model Design, Performance Management, Customer Experience and Continuous Improvement. The Senior Manager is responsible for organizational, infrastructure and operating model alignment across all IB CEC teams with the goal to create a one-best way approach to delivering on client servicing and a high-performance environment. Working with IB Channels, country leadership and the GCEC extended network of support and delivery teams, the incumbent fosters sharing and best practice exchange that supports standardization and continuous improvement across operations. The incumbent partners closely with IB Client Experience Centres Heads to ensure business strategies are consistent with the Bank’s strategic agenda. The Senior Manager supports the planning, readiness and deployment of new strategies and tactics focused on improving client experience and service results in a safe and sustainable way that deliver on the Bank’s value, regulatory and compliance standards. Works collaboratively with Divisions and Functions to enable a standardized and optimized operating model and environment across the Enterprise for Contact Centre-like functions.

Requirements

University degree required or extensive related work experience in Financial Services (including sales and service management best practices)
5+ years related project management with a proven track record in managing and delivering medium to large size initiatives.
In-depth knowledge of Client Experience Centres, operational processes, client journeys and regulatory environment
Working knowledge and experience with Client Experience Centres Technologies
Ability to challenge the status quo and develop innovative solutions
Highly organized and able to handle many concurrent high priority activities and requests
Strong interpersonal skills
Strong negotiation and influencing skills to engage and influence stakeholders collaboratively at all levels of the organization
Excellent written and oral communications design and delivery capabilities
Fluency in Spanish is required

Responsibilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Provide advisory and support on enterprise wide GCEC service programs working with partners across Divisions and countries to align on expectations, scope and approach to large scale projects.
Support development of an integrated multi-year service strategy capturing the impact and outcomes of the transformation roadmap.
Create playbook standards for change management and sustainment of large-scale investments.
Stay ahead of trends and industry changes in tools, technology and capabilities through active engagement with suppliers and industry bodies to support forward thinking and insights.
Coordinates key IB CEC-wide process & service effectiveness improvement efforts or tool deployment, informed by Operational Excellence under Channel Performance.
Responsible for being a Global Client Experience Centre SME in large-scale Global Client Experience Centre projects by providing best advice, oversight and strategic input during projects.
Ensures project risks and issues are identified, tracked, reported on and mitigated in a timely manner.
Engages with Retail business and control/support partners to identify improvement opportunities across key customer/employee journeys and workflows for service calls.
Develops recommendations for process and technology changes/improvements to realize the target state journeys, that can be implemented through quick wins as well as mid- and long-term solutions.
Influence the design and delivery of initiatives to maximize client experience within the client experience centre environment.
Establish and set standards for service level management that optimize the value exchange between client and Bank, leveraging segmentation, revenue growth, and client primacy.
Set guidance for incentive design and scorecards to drive performance, accountability, and culture.
Identify priority client journeys requiring support and advocacy to reduce cost to serve and improve on client experience (CX).
Provide advisory capacity and ongoing governance to the in-country continuous improvement capability.
Oversee alignment of standards and capabilities in workforce management and engagement practices that optimize the relationship between resource allocation, employee productivity, and service levels.
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively 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.
Champions a high-performance environment and contributes to an inclusive work environment.