Senior Manager, Global Contact Centre Communications

Requisition ID: 209314

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

The Senior Manager, Global Contact Centre Communications is a results-focused leader and strategic thinker, responsible for the development and socialization of an integrated communication strategy. As the Senior Manager, you will oversee the execution of the agreed upon tactics to support the Global Contact Centres (GCC) key business priorities. Specifically, the incumbent will be responsible for identifying and continually leveraging multiple communication platforms, technologies, tools, and resources to drive increased knowledge, deliver effective just-in time communication and drive employee engagement to deliver an excellent customer experience.

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

• Develop and sustain a comprehensive communication plan that drives consistency across the GCC and aligns with the Global Contact Centres' strategy.

• Create a rolling annual communication plan for GCC with all key activities pre-planned for the year ahead.
• Develop key messages that support and reinforce the GCC strategy and reinforce alignment with the Global Contact Centres' strategic priorities; liaise with the countries to support and align messaging.
• Liaise with the GCC Senior Leadership team to negotiate and finalize timelines and delivery mechanisms to execute the elements of the communication plan.
• Leverage technology and other tools to deliver a communication plan that considers the Global Contact Centres and considers the 24/7 nature of the business.
• Prepare monthly, quarterly, and ad hoc Executive communications as needed liaising with VP's and support teams to ensure all relevant details are captured for the specific audience
• Streamline and standardize business line branding and positioning, building out brand guidelines and socialize with Contact Centre leaders and communications leads.

• Collaborate across the GCC and with key partners to communicate strategic priorities and projects impacting the customer and employee experience

• Work closely with other Communications teams to share best practices for communication across the network to align key messaging.
• Educate and inform business lines about the critical role Global Communications plays in the change management process to support the implementation of new products and enhancements.
• Work closely with all other team members within Contact Centre to ensure that key messages
  reflect the collective insights drawn from the Team.

• Provide exceptional communication and change management support for GCC senior executive team and the CBCC.

• Develop and deliver key communication messages drawn from insights and emerging trends taken from a multitude of forums with the GCC Leadership team and GCC employees globally.
• Take an organized and disciplined approach to delivering change management communication, ensuring a clear vision and well-articulated plan to achieve the desired outcome.
• Manage the emergency communication process to deliver critical information during periods of operational/system related degradations and outages.

• Lead the creative design and development of innovative communication solutions that support superior business outcomes and increased employee engagement. Leverage current and emerging technologies and multi-media platforms to deliver complex ideas in a simple manner to the GCC globally.
• Leverage communications mechanism within the broader organization to communicate key messages to GCC employees and about the GCC broadly for Global Contact Centres (e.g.Scotiabank Live, Branch Resource Centre.)
• Contribute to and support the Knowledge Management strategy for the GCC.

• Demonstrate strong team leadership to motivate and sustain individual and team performance.

• Foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement.
• Exhibit an ability to listen, negotiate and communicate goals.
• Identify and support training and developmental needs of team members.
• Manage staffing requirements and departmental workloads, especially during peak periods.

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

• Exceptional writing and editorial skills
• Excellent communication/interpersonal skills
• High degree of innovation and creative thinking to continually improve communications
• Strong accuracy and attention to detail
• Excellent persuasion and negotiating skills
• Able to work independently and within a multiple, matrixed project team and across business lines
• Ability to manage multiple priorities and projects to achieve objectives
• Knowledge of the Canadian retail banking industry, products and services is required
• Degree (communications/journalism/business/marketing related), or relevant experience required

Some more information you might want to know:

• Non-standard hours/days are a common occurrence
This role is located at downtown Toronto and 888 Birchmount Road

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.