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The Senior Manager, Command Centre & Contact Strategy is responsible for leading and managing the intraday management of calls and resources; daily, weekly and monthly forecasting and scheduling of staff to drive superior customer service and productivity.
The Senior Manager will provide leadership support and tactical execution of the strategic priorities, process improvements and disciplines to achieve best in class workforce capabilities and contact strategies; monitoring effectiveness of Command Centre processes, providing Sr. level reports, building new processes and tools and working with site leads on performance management reporting and best practices
1.Customer Fulfillment/ Experience – Ensure delivery of customer service fosters overall customer and business line satisfaction by:
a.Ensuring Command Centre initiatives included in the PCL Plan are executed and any corrective actions are implemented in a timely manner to avoid any business disruptions;
b.Planning, coordinating and monitoring staffing levels to business volumes; accountable to understand and manage the implications of overstaffing/understaffing, identifying characteristics that create staffing challenges;
c.Recommending the reengineering of contact strategies and treatments to enhance service levels, improve productivity and reduce operating costs;
d.Producing and using customer & performance data / intelligence to present and gain commitment on change initiatives that will elevate customer experience;
e.Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
f.Analyzing customer insights and speech analytics data to determine the current issues/challenges experienced by customers, identifying appropriate changes and recommending value added resolutions that are mutually beneficial to customers and Scotiabank
g.Maintain the integrity and confidentiality of the Bank and Customer information as set out in Scotiabank’s Privacy Code;
h.Adhering to regulatory and Internal Bank guidelines as required and maintaining awareness throughout the year. Ensuring compliance to AML (Anti-Money Laundering), KYC (Know Your Customer), and Privacy policies by all team members.
2.Business Plan Execution – Ensure the achievement of the Front End Collection unit’s short and long term business plans by:
a.Make a variety of complex and important decisions broad in scope, that will have significant cost/performance impact and that will affect National Collection Centre operations, communications, performance, and ensure continual alignment with business needs, goals and strategies;
b.Assist in the development of medium and long term capacity plans for the National Collection Centre; ensuring staffing levels across the department(s) are at optimum levels to support effective and efficient service delivery;
c.Lead the WFM team in leveraging data sources to create and distribute business reports on a timely basis for use by the management team to improve departmental results;
d.Identify and communicate trends, risks and opportunities that impact the operational and/or financial plan; identifying opportunities for enhancement of operational and procedural issues to maximize productivity and minimize operating costs;
e.Developing direct Reports and entire team to accomplish strategic growth objectives; works with management to recruit, select and hire the talent needed to meet the department’s goals;
f.Establishing metrics for the department(s) along with the Director, ensuring all team members clearly understand the metrics, and what is expected of them;
g.Ensuring any department process flows, policies, procedures and supporting documents are updated as required and that the most current approved versions are on the unit’s document repository system;
3.Operational Management & Improvement - Contribute to the banks operational efficiencies & effectiveness by:
a.Provide leadership, input and direction into the overall strategy used to utilize best practices in scheduling of the human resources by championing workforce management processes and the role of Workforce management at the National Collection Centre;
b.Provide leadership, input and direction into contact strategies and treatments used to maximize contact rates and service levels by championing dialer management processes and the role of the Dialer Management Team at the National Collection Centre;
c.Serve as a primary liaison between internal and external partners with respect to management systems, including the predictive dialer, operational performance, tracking and reporting issues and requirements;
d.Develop proposals and recommendations for Senior Management that identify and profile high impact strategies, opportunities and action plans to maximize and increase productivity and efficiencies, assisting Senior Management gain a clear understanding of National Collection Centre performance and results;
e.Use Speech Analytics and voice of the customer intelligence to understand call driver trends. Drive process improvement initiatives focus on call deflection and increase first call resolution;
f.Effectively leverages resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within WFM as well as cross-functionally with other departments, to increase productivity;
g.Develop and coordinate change management strategies pertinent to performance management and systems implementation, identifying ways to improve/enhance the level of service/support to ensure high level service is maintained;
h.Monitoring compliance of SLA within the centre and implement/coordinate corrective actions required based on the review of the results;
4.Leadership – Provides management, coaching and mentoring, contributing to the development of the Command Centre unit by:
a.Foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement;
b.Ensuring that staff are well organized, sufficiently trained/cross-trained to perform their responsibilities, developed to their potential and deployed in a manner that permits a cost-effective operation;
c.Monitoring random work performed by direct reports and team members, including the review of any escalations, along with requests and recommendations;
d.Planning and facilitating individual touch bases (ITBs), group touch bases (GTBs), and skill-building sessions;
e.Providing direction, guidance and support to team members and motivating staff to achieve a high level of performance and productivity;
f.Establishing performance objectives and completing quarterly performance reviews for direct reports;
g.Identify and support training and developmental needs of team members;
h.Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.
University or College degree is preferred; must have Workforce & Dialer Management (>5 years+) experience, Contact Centre and Statistical Expertise, People Management experience and ideally possess significant knowledge of Lean Methodologies, theory of constraints and the Financial Services Industry
•Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value;
•Strong ability to manage a high level of detail, data and information and integrate it into operations and solutions consistent with National Collection Centre and Bank strategies and objectives;
•Demonstrated strong leadership, mentoring, coaching and motivational skills, including the ability to manage remote teams;
•Thorough knowledge of MS Office, Access, Lotus Notes, IRS, Avaya CMS Supervisor and retail management platforms such as InSite, IntraLink etc;
•Superior knowledge of project management and software development technologies and concepts
Located in North York.
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