Requisition ID: 263267

Purpose of Job:

The Manager's primary focus will be to coach a team of Customer Service Representatives (CSRs) and CIRO 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 agents have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. Agent performance reviews 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):
a) Engaging in coaching as an ongoing observational activity with team by providing relevant feedback and coaching during call observations, side by side, group coaching and skill building
b) Reviewing agent customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions.
c) Regularly scheduling one-on-one coaching with agents 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 Contact 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 members, resolving issues and negotiating 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.
• Acting as a change agent, leading, motivating and supporting agents through changes.
• Ensuring that every customer experience is consistent with the Client Experience Model (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 utilizing tools and resources available to improve call efficiency.

3. Contributes to the maximization of team efficiency by:
• Managing agent productivity (e.g., customer commitment/available time, after-call work, 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 (CIRO licensing maintenance, product knowledge, CSI 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 CIRO guidelines.
• Ensuring timely escalation of complex issues/obstacles/trends and triage to applicable business areas as appropriate with recommendations/solutions.
• 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
• Develop and execute meaningful Personal Develop Plans with team

Education/Work Experience/Designations
• University Degree, Post-secondary education in business or other related disciplines is an asset.
• Industry courses required in addition to current CIRO licensing:
• Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH), Derivatives and Fundamentals (DFOL) or Canadian Investment Regulatory Exam (CIRE) and Derivatives Exam
• Investment Dealer Supervisors Course (IDSC), Options Supervisors Course (OPSC) or Supervisor Exam (strong asset)
• Current registration at the supervisory level with the Canadian Investment Regulatory Organization (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.

In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

Location(s): Canada : Quebec : Montreal