Manager, Contact Centre Operations, Scotia Itrade - Toronto, ON

Requisition ID: 217073

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

Why Scotia iTRADE?

Scotia iTRADE is a top Canadian brokerage committed to helping investors achieve their goals through exceptional service, unique educational tools and resources, and a personalized digital experience. Joining our Contact Centre means working in a fast-paced and rewarding environment, where you have the opportunity to develop exceptional leadership and coaching skills while gaining industry knowledge.

Scotiabank is committed to being the institution of choice in the financial sector, providing superior products and services and being a good corporate citizen to the benefit of our clients, shareholders, and employees. We are driven by our four core values: respect, integrity, passion, and accountability and we implement them into everything that we do.

As a Manager, Client Services and Sales:

You will coach and develop a team of Customer Service Representatives and Investment Representatives, ensuring they deliver a knowledgeable and professional customer service experience. You will provide guidance and direction to your team related to product knowledge, customer service behaviour, policies, and system functionality.

You'll Be Responsible For:

• Providing leadership and coaching to ensure employees are meeting financial needs for clients while at the same time providing exceptional customer service (80% of your time)
• Acting as the first level escalation point for your team and using judgment to determine if the situation needs to be further escalated
• Facilitating a culture of passion, respect, and collaboration by being an active leader for your team
• Working together with employees to reach a shared goal of achieving industry leading customer service
• Furthering your industry knowledge and keeping up to date with business objectives
• Ensuring your team's adherence to Scotiabank's policies and procedures
• Oversee the Contact Centre Support Specialist team in supporting Contact Centre frontline teams on investigation on complex issues and outreach to clients on follow ups to ensure issue raised is resolved.
• Responsible for working with our partners to improve internal processes and contact centre efficiency.
• Oversee the New Account Helpdesk in supporting Contact Centre teams on Onboarding and account maintenance enquiries
• Ensure service quality to our internal and external clients is maintained at all time
• Review data from client satisfaction survey and internal tracking tools to identify opportunities and strategize to execute a plan to enhance our service quality and operation efficiency

Role Requirements:

Must Have

• Demonstrated ability to achieve team results and demonstrated coaching experience
• Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to negotiate dispute resolution
• Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH), and Investment Industry Regulatory Organization of Canada (IIROC)
• Knowledge of the brokerage industry
• Good communication skills to ensure cooperative working relationships with clients and colleagues
• 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
• Excellent time management skills

Nice to Have

• College Diploma or University Degree preferably in Commerce/Business, or Financial Planning
• 3-5 years of brokerage, financial, or Contact Centre experience
• Understanding of trade investigations

• Additional relevant courses including:
  • Branch Managers
  • Option Supervision
  • Supervisory licensed with the Investment Industry Regulatory Organization of Canada (IIROC)

By Joining Our Team, You Will:

• Get the opportunity to advance your career through other roles within Wealth Management and Scotiabank
• Develop your communication, leadership, and management skills
• Build working relationships and contacts with other Scotiabank employees both within iTRADE and in other departments
• Be a part of and contribute to a culture of inclusion, diversity, and potential
• Have a work life balance
• Receive a competitive salary and an excellent benefits package including health and dental care

Employment Details:

Work Hours

The Scotia iTRADE Contact Centre is open 8am-8pm Monday to Friday. Due to the nature of a contact centre environment, flexibility to work evening shifts is required.

What Scotiabank Stands For

Scotiabank is committed to providing an inclusive, diverse, and accepting environment for all employees. Everyone is always treated with dignity; diverse backgrounds and experiences are what make us better as a whole. If you need specific accommodations during the hiring process let us know and we will work with you.

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 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.