Scotiabank

Manager, Channels and AI Enablement - Tangerine

Scotiabank • $110K — $130K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • University degree or equivalent experience in business, technology, analytics, or related field.
  • 7+ years in contact centre operations, digital channels, or product/ops enablement; banking experience preferred.
  • Proven experience with channel enhancements and AI-enabled tools delivery, including testing and rollout.
  • Leadership experience in transformational and organizational change linked to technology and innovation.
  • Strong analytical skills with competency in using KPIs for improvement prioritization.

Responsibilities

  • Lead delivery and improvement of assisted channel and AI initiatives to enhance client experience.
  • Manage AI-driven solutions for performance monitoring and compliance.
  • Establish feedback loops with partners for continuous AI content and model improvement.
  • Enable contact centre performance through effective tools and real-time guidance for agents.
  • Optimize client interactions via AI insights and key performance tracking.
  • Collaborate cross-functionally to translate business needs into channel improvements, ensuring risk and governance standards.
  • Create a high-performance team environment focusing on development and inclusivity.

Benefits

  • Diverse and inclusive work environment celebrating success and collaboration.
  • Access to extensive online and in-person courses for career growth.
  • Support for saving and investing in overall well-being through Tangerine benefits.
  • No formal dress code, promoting authenticity and comfort at work.
  • Flexible workspace allowing for a balance of professional and personal life.
Full Job Description
Requisition ID: 270059

What you will be doing:

Contributes to the overall success of the Operations Strategy & Enablement team by leading the delivery and continuous improvement of assisted channel (chat and voice) and AI enablement initiatives that enhance Client experience and agent effectiveness. Ensures channel strategies, operational plans, and AI-powered enhancements are executed with strong governance and delivered in compliance with governing regulations, and internal policies and procedures.

Is this role right for you? - In this role you will:

  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Manage AI-enabled assisted-channel solutions (e.g., agent assist, conversational AI, knowledge search) by monitoring model outputs, recommendation accuracy, and knowledge surfacing to ensure safe, compliant, high-quality performance.
  • Establish feedback loops with business partners to continuously improve AI models, content, and recommendations, and partner with Technology to tune, enhance, and deploy new capabilities.
  • Enable contact centre performance by ensuring agents have effective tools, real-time guidance, and relevant knowledge; use agent feedback to remove friction points, improve workflow and usability, and drive adoption to increase productivity and reduce handling time.
  • Optimize chat/voice journeys and AI performance to improve Client experience, increase containment, and raise First Contact Resolution (FCR); track key KPIs (FCR, CSAT, AI accuracy) and drive prioritized enhancements.
  • Partner with Operations, Technology, Product, Risk, and CX to translate business needs into integrated channel and AI enablement improvements, ensuring governance, risk controls, and quality standards are embedded in day-to-day delivery and change execution.
  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Monitors and optimizes AI-enabled channel performance (e.g., agent assist, chatbots, knowledge search) by partnering with Operations, Technology, Product and CX to translate data, feedback, and controls into enhancements that improve Client experience, First Contact Resolution (FCR), containment/deflection, customer effort, and quality.
  • Leads cross-functional delivery by defining business requirements and acceptance criteria, coordinating testing and release readiness, and ensuring appropriate governance (risk, privacy, security, IAM, vendor management) is embedded into channel and AI changes.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.


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

  • University degree (or equivalent experience) in business, technology, analytics, or a related field.
  • 7+ years of experience in contact centre operations, digital channels, product/ops enablement, or related roles (banking experience preferred).
  • Experience delivering channel enhancements and/or AI-enabled tools (e.g., chatbots, agent assist, knowledge search) including requirements, testing, rollout, and performance monitoring or having played a leadership role in delivering transformational and organizational change with strong links to technology and innovation.
  • Strong analytical and problem-solving skills with experience using KPIs to identify issues and prioritize improvements.


What's in it for you?

  • You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
  • You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
  • You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits.
  • You belong here, and we are equal and uncomplicated. Bring your true self to work, dress codes don't apply here.
  • You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.


Location(s): Canada : Ontario : Toronto

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Scotiabank

More Finance & Insurance Jobs

Find similar Manager, Channels and AI Enablement - Tangerine jobs:

NationwideToronto, ON