Job Description

Requisition ID: 177022

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose The Manager, Contact Centre OnBoarding is responsible for leading a team of new hires, who handle live customer service calls within a team of 5-8 FIELD Advisors (L4 Development Role) The Manager, Contact Centre OnBoarding reports to the Senior Manager of Onboarding and Leadership Development and is responsible for delivery of excellent customer experiences and driving change and innovation in support of the overall Bank\xe2\x80\x99s strategic priorities. The leader is the liaison between service, training and operations department
They will lead strategically the OnBoarding team, including FIELD and CCAs, providing support, supervision and guidance on coaching and experience, making sure the team is completing a job focusing 100% on the customer and a successful operation in a daily basis. They will strategically lead, manage and oversee Team Development Leader under developmental process, Customer Solutions and Customer Service Officers (CSOs) and provide direct leadership, coaching, direction, expertise and guidance to the FIELD Advisors, ensuring they are successful in developing customer-focused, high performing teams that provide excellent day-to-day customer service.
The Customer Contact Centre is a 24/7 fast paced, dynamic business environment that plays a key role in supporting the Bank to achieve its sales and customer satisfaction objectives. This is a National position and the Manager, Contact Centre Onboarding, will have to OnBoard all of the supported geographies in the Contact Centre.
Accountabilities:
Onboarding planning and execution for new hires and FIELD

• 
  Responsible for delivering a consistent first impression within the company.
• Executing on the first 60-90 days for new employees in the environment.
• Ensure support is in place for all languages supported within our business during training/call practice.
• Working in collaboration with other departments and support areas to create a seamless employee experience.
• Manage the onboarding strategy for new recruits.
• Provide ongoing coaching and development to FIELD in support of a customer first culture.
• Develop action plans oriented to address needs for specific waves based on learning trends and behaviors.
• Work with line management across the organization to support the smooth integration of new employees by sharing observations and opportunities to improve knowledge and results.
• Be the liaison between different departments and support areas that take part of the onboarding / transition process, including our Talent Acquisition Team.
• Ensures that advisor readiness is assessed and that managers is provided with an overview of individual performance while in training/onboarding
• Support new CSOs with onboarding and transition from training to the operation\xe2\x80\x99s floor.

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

• Having a clear understanding of the Centre\xe2\x80\x99s financial and non-financial goals. Monitoring individual and team results against targets. Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends.
• Acting as the second level escalation point for CSOs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation). 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.
• Acting as a change agent, leading, motivating and supporting CSOs through changes.
• 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 to identify common issues/trends and executing effective solutions.

Contributes to the maximization of the Contact Centre efficiency by:

• 
  
  
• Having a clear understanding and accountability of the Contact Centre\xe2\x80\x99s 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:

• 
  Managing agent productivity (e.g. Average Handle time, Hold, Customer Satisfaction, Call Resolution, NPS likelihood to recommend, ACW, non-talk, compliance etc.), schedule adherence, and staffing levels within the team to maintain optimal team performance.
• Managing the implementation of new initiatives for the Contact Centre, as assigned.
• Occasionally supporting his/her Senior Manager with special projects, as required.
• Acting as a change agent, leading, motivating and supporting FIELD Advisors through changes, modeling behavior and ensuring the FIELD Advisors are prepared to support their teams through change.
• Ensuring team\xe2\x80\x99s adherence to Scotiabank\xe2\x80\x99s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank\xe2\x80\x99s Guidelines for Business Conduct and any supplemental guidelines or codes of conduct applicable to the environment.
• Ensuring timely escalation of complex issues/obstacles/trends to the Senior Manager and/or applicable business area as appropriate with recommendations/solutions.
• Ensuring team members are familiar with the Business Continuity plan and responsible for enacting plan, when required.
• Proactively identifying trends among team related to customer satisfaction/retention, agent knowledge, productivity, etc. and bringing forward to the Senior Manager and the Team with recommendations.
• Identifying system issues and enacting back-up procedures as necessary.
• Working with in partnership with BLRL to support hiring

Contribute to the effective functioning of the Service Environment by:

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

Administrative management:

• 
  Collection and submission of disabilities and absences reports to the payroll department.
• Handling customer and branch problems. This includes research, preparation of complex responses, coordination and liaison with various areas of the company to ensure customer satisfaction and problem solving.
• Request, verify and submit payroll reports at the dates indicated by the area in charge.
• All others required by the job.

Support assigned projects and general disposition for the functions inherent to the role.
Education / Experience:

• 
  Strong knowledge of Scotiabank\xe2\x80\x99s Retail, Small Business and Commercial products and services
• 5-7 years of industry experience in a management role. Experience managing large teams is considered an asset
• Strong management, leadership and proven coaching skills required
• Expert customer service experience required
• 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
• Strong financial analysis and problem solving skills
• Proven ability to strategically 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
• Ability to build and leverage strategic relationships within and outside the organization.
• Strong project management and planning experience.
• Ability to work autonomously combined with the ability to maintain close relationships with other Centres

Work Conditions:

• 
  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 : Toronto || Canada : Ontario : Scarborough

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. 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.