Job Description

Requisition ID: 194448

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

The Senior Manager reports to the Director, Continuous Improvement and Digital Enablement, and is responsible for leading the continuous improvement practice to improve top client journeys and the employee experience. In this role, you will interact with multiple stakeholders to drive projects end to end and be responsible for the overall project management, KPIs, and executive updates.

You will act as a subject matter expert to ensure the successful delivery of complex projects/programs involving cross-functional teams from different groups across the bank. This includes working with external vendors when required, to create capacity for the Contact Centre, and influence business project decisions that have a direct impact on the overall operation.

You will act as a true change agent and as a champion of the Agile methodology, partnering with other Agile project Continuous Improvement teams to share best practices and help mature the organization\'s agility.

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

• Leads continuous omnichannel optimization projects, delivery, and continuous optimization of Contact Centre Operations to provide a superior customer and advisor experience:
• Coordinate review and approval across key stakeholders including work back schedules.
• Manage day-to-day relationships with internal partners (to ensure alignment and clear roles and responsibilities).
• Take a strategic focus aligned with business priorities.
• E2E process review to ensure key client journeys are considered, recommendations are made and actions are taken
• Identify risks and issues, make recommendations, and lead the solution - accountability typically spans across multiple products, and lines of business.
• Champion a client-focused culture to deepen client relationships and leverage broader Bank relationships.
• Support the Director, of Continuous Improvement and Digital Enablement with the identification of the optimal business requirements, and financial and operational feasibility. Opportunities and recommendations are to be presented to the Contact Centre Leadership Team and/or Business Lines for approval and funding.
• Develop business cases and evaluate the costs and benefits of new initiatives.
• Ensure there is a strong change management process in place for effective delivery of change to frontline and customers.
• Maintain an in-depth understanding of industry trends as related to Contact Centre operations, processes, and technology.
• Leads update with the Director to discuss progress, emerging insights, roadblocks, and risks.
• Share results with appropriate groups (e.g., Finance, MIS, WFM, etc.) as needed.
• Communicate with other functions outside of the Contact Centre on various program initiatives/results, highlighting program accomplishments and initiatives to maintain excitement/visibility.

Proactively collaborates and coordinates with partners across the Bank to assess opportunities and support the implementation of the prioritized initiatives:

• Manage expenses for all Satellite locations relative to the operations and administration.
• Establish and maintain relationships with SMEs that sit in and outside the Contact Centre, supporting the implementation of product backlog items.
• Influence stakeholders (business, compliance, Legal, IT, etc.) to remove impediments and maximize output.
• Represent the Contact Centres to a variety of audiences and provide consultation to other departments in the Bank. The incumbent will need to demonstrate effective leadership skills, including the ability to assume end-to-end ownership of a project and responsibility for related project deliverables.
• Continuously promote and demonstrate a high level of personal commitment to exceeding our customers\' expectations with every interaction; resolve issues responsively and professionally.
• Support significant change (i.e., strategy, operations, process, structure, culture, or behavior) and bring stakeholders along successfully.

Provides leadership and fosters an inclusive work environment:

• Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, and team meetings, encouraging the generation of new ideas and approaches, and actively sharing knowledge and experience to enhance the development of all team members.
• Acts as a champion of the Agile methodology; partners with other Agile project teams to share findings and best practices to help mature the organization\'s agility.

Do you have the skills that will enable you to succeed in this role? We\'d love to work with you if you have:

• 7+ years\' Experience in the Financial Sector/Retail Banking (including Retail Channels, Products & Services)
• Knowledge of Contact Centre/ Fraud Operations, processes, and technology (including best-in-class operating/ customer experience models/technology).
• Proven track record in strategy development including in-depth experience and demonstrated success in leading multi-disciplinary initiatives of varying sizes and complexity, efficiently and effectively, ensuring all elements of change are considered, understood, and managed.
• Strong background and experience in project management, program, and change management practices.
• Highly competent and proven change agent with outstanding leadership and interpersonal skills that facilitate a positive and effective team environment at all levels of the organization.
• Flexible and creative thinker with the ability to define business trade-offs, generate out-of-the-box solutions, and manage uncertainty; proactively identify and solve complex problems impacting management and business direction.
• Proven track record of success in a matrix organization leading and/or influencing cross-functional teams, including senior management.
• Solid background in developing communications, briefings, and presentations to senior executives.

Working Conditions

• The environment in which the incumbent works is characterized by its fast pace, ambiguity, complexity, and time pressures.
• The incumbent faces frequent demanding deadlines for a wide variety of tasks requiring a complicated balance of creativity, cultural sensitivity, business decision-making, and administrative efficiency.
• Deadlines must be met without sacrificing creative and technical integrity. Stress management and coping skills must be highly developed.

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 . 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.

Scotiabank