Manager, Client Services & Sales, Scotia Itrade - Ottawa, ON

Requisition ID: 214403

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

The Manager's primary focus will be to coach a team of Customer Service Representatives (CSRs) and IIROC licensed Investment Representatives (IRs) and act as the first line of contact for the team, ensuring they are customer-focused, and high performing goal focused team that provide excellent customer experiences and drive change and innovation.

The Manager is responsible for providing guidance and direction to their team related to product knowledge, customer service behaviors, and process and policy support and system functionality.

Major Accountabilities

1. Leadership and coaching to motivate and develop individual CSRs/IRs performance on the service team by:

• Ensuring all CSRs/IRs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. CSR/IR PARs and one-on-one discussions to be completed by the Manager with Senior Manager or Director final sign-off.
• Following Management Disciplines as outline to support our Customer Experience Model (CEM):
  • Engaging in coaching as an ongoing observational activity with team by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
  • Reviewing CSR/IR customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions.
  • Regularly scheduling one-on-one coaching with CSRs/IRs to recognize success, help overcome obstacles and set focus.
• Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement.
• Rewarding success and managing non-performance of team and managing day-to-day employee relations issues.
• Identifying and supporting training and developmental needs of team members. Responsible for delivering skill builds.
• Leading team meetings to acknowledge positive results, communicate the team's focus, review the team's goals and priorities, share best practices, successes and address challenges.
• Driving the internal communication process by ensuring the team is aware of business changes, key projects, and corporate goals and ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall.
• Support new staffs with onboarding and transition from training to the floor and ensuring Personal Development Plans is a priority for team
• Leverage coaching techniques and utilizing technologies to regularly and effectively engage team members based in a remote location (as required).

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

• Having a clear understanding of the Centre's 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 first level escalation point for team, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Makes determination when escalations should be escalated to the Client Care Team.
• Acting as a change agent, leading, motivating and supporting CSRs/IRs through changes.
• Ensuring that every customer experience is consistent with the CEM 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.
• Actively reviewing CMS and Verint reports/platform for short, medium and long calls to improve efficiency.

3. Contribute to the maximization of team efficiency by:

• Managing agent productivity (e.g. customer commitment/available time, readiness, non-talk, etc.), schedule adherence, and staffing levels within the team to maintain optimal team performance.
• Identify and reduce knowledge gaps by proactively managing team development/training (IIROC licensing maintenance, product knowledge, CSI/CGI knowledge etc.) for team to provide effective and efficient service.
• Ensuring team's adherence to Scotiabank's policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank's Guidelines for Business Conduct and any supplemental guidelines or codes of conduct applicable to SiT. Where applicable, team's compliance with IIROC/OSC guidelines.
• Ensuring timely escalation of complex issues/obstacles/trends to the Client Care team 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 your direct Manager with recommendations.
• Identifying system issues and enacting back-up procedures as necessary.

4.Contribute to the effective functioning of the SiT 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.
• Keep up to date with usage of internal platforms (e.g. SOL, FlightDesk, Mobile, SCORE)
• Develop and execute meaningful Personal Develop Plans with team

Education/Work Experience/Designations

Education:

• University Degree, Post-secondary education in business or other related disciplines is an asset.
• Industry courses that are required:
  • Canadian Securities Course (CSC),
  • Conduct and Practice Handbook (CPH)
  • Options Licensing DFOL
  • Asset - Current registration at the supervisory level with the Investment Industry Regulatory Organization of Canada (IIROC), Branch Managers, Option Supervision
• Languages: French and/or Mandarin/Cantonese are considered a strong asset

Work Experience:

• 3-5 years of brokerage/financial industry, and or call centre experience preferably in a management or coach-type role
• Previous management/leadership experience required; excellent team leadership, coaching and mentoring skills
• Proven ability in achieving sales results, and able to coach service and sales attributes to team
• Strong customer service experience, including 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
• Proven ability to 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
• Solid understanding of omni channel agents and digital environment
• Ability to take initiative in creating new processes that support and help achieve business objectives
• Demonstrated relationship building skills to ensure co-operative working relationships with team members, colleagues and business partners
• Excellent time management skills
• Thorough knowledge of PC user programs including advanced analytics using Excel or similar programs.

Working Conditions:

The Manager works in a Contact Centre environment, in which extended/non-standard operating hours are required to accommodate service level agreements. As such, the Manager may be requested to work overtime during peak season and/or periods of increased volumes to meet deadlines or unplanned operating problems and some Federal/Provincial stat holidays. Working extended hour shifts may also be requested based on business needs.

Location(s): Canada : Ontario : Ottawa

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.