Requisition ID: 217071
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Senior Manager is responsible for leading business strategies, implementation and continuous optimization of Contact Centre Operations in order to provide a superior customer and agent experience, increase revenue, and gain operational efficiencies for the Bank.
The Senior Manager identifies opportunities, conducts cost/benefit assessments and delivers initiatives with the primary focus on operational optimization, call deflection, Branch capacity creation and revenue generation. In fulfilling the role, the Senior Manager partners with many stakeholders including Business Lines, Digital Factory, Smart Automation, Technology Partners and External resources.
In addition, the Senior Manager provides guidance, leadership and support to the Contact Optimization Scrum Teams in the tactical execution of the product backlog, ensuring the objectives of the programs are met. He/she also supports the executive decision making by tracking and measuring the Contact Optimization programs results, providing recommendations to increase Contact Centre and Branch revenue/efficiency.
The Senior Manager acts as a true change agent and as a champion of the Agile methodology, partnering with other Agile project teams to share best practices and help mature the organization’s agility.
Is this role right for you? In this role, you will:
1. Leads business strategies, delivery and continuous optimization of Contact Centre and Branch Operations in order to provide a superior customer and agent experience, increase revenue and gain operational efficiencies.
Identifies and delivers business opportunities to enhance the customer/agent experience in conjunction with organizational stakeholders including Business Lines, Digital Factory, Smart Automation, Technology Partners and External resources.
Supports the Director, Continuous Contact Optimization with the identification of the optimal business requirements, financial and operational feasibility. Opportunities and recommendations to be presented to Contact Centre Leadership Team and/or Business Lines for approval and funding.
Develops business cases and evaluates costs and benefits of new initiatives
Ensures there is a strong change management process in place for effective delivery of change to frontline and customers
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
Maintains in-depth understanding of industry trends as related to Contact Centre operations, processes and technology
2. Overseas the agile teams in the implementation and delivery of Contact Centre and Branch optimization initiatives, define the vision and focus area for the team each sprint, while ensuring high quality completion of Product Backlog Items.
3. Proactively collaborates and coordinates with partners across the Bank to assess opportunities and support the implementation of the prioritized initiatives
Establishes and maintains relationships with SMEs that sit in and outside the Contact Centre, supporting implementation of product backlog items and standing in for the Director, Continuous Contact Optimization when needed
Influences stakeholders (business, compliance, Legal, IT, etc.) to remove impediments and maximize output.
Represents 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 promotes and demonstrates a high level of personal commitment to exceeding our customer’s expectations with every interaction; resolves issues responsively and professionally
Support significant change (i.e., strategy, operations, process, structure, culture, or behavior) and bring stakeholders along successfully.
4. Supports executive decision making by tracking and measuring the program’s results and providing recommendations to increase Contact Centre efficiency/revenue
Determines how initiatives / priorities should change based on dashboard results; provide recommendations to the Director, Continuous Contact Optimization and Contact Centre Teams
Leads updates with the Director to discuss progress, emerging insights, roadblocks and risks
Shares results with appropriate groups (e.g., Finance, MIS, WFM, etc.) as needed
Communicates with other functions outside of the Contact Centre on various program initiatives / results, highlighting program accomplishments and initiatives to maintain excitement / visibility
Establish Key Performance Indicators (KPI’s) and/or other metrics to describe the improvements and work with process owners, in order to ensure the impact of change is effectively measured and sustained
5. Provides guidance, leadership and support to the Contact Optimization Scrum Teams in the tactical execution of the product backlog, ensuring program objectives are met
Maintains a thorough understanding of the Agile teams’ work and progress
Assists Scrum Team members improve the value of the opportunities that are being delivered
Constantly pressure-tests initiatives in the backlog, ensuring Scrum Team members are focusing on the highest value areas / activities
Attends Agile team ceremonies (e.g. Daily Stand-up, Sprint Planning, Sprint Review)
Regularly scheduling one-on-one coaching with direct reports to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality
Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required
Ensuring employee development is a priority for RBOs through regular development discussions
Identifying, delivering and supporting training and developmental needs of team members
6. Provides leadership and fosters an inclusive work environment
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
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
7. Apply a change management process to create a strategy that supports adoption of the changes required. Assess change impacts and conduct impact analysis and assess change readiness with key stakeholders.
8. Manage multiple projects through planning, design, organization and execution of continuous improvement strategies from conceptual stage through to implementation. Oversee key steps in the process improvement effort including the collection and analysis of data, the development of solutions, and the deployment of plans.
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
Experience in the Financial Sector/Retail Banking (including Retail Channels, Products & Services)
Knowledge of Contact Centre Operations, processes and technology (including best in class operating/ customer experience models/technology)
Experience working in incident management function in a leadership capacity; demonstrated capabilities in managing and planning activities related to business impacting crises
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
Location(s): Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || 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.