Job Title

Requisition ID: 259672 Location: Halifax, Nova Scotia, Canada Overview Lead and oversee a team in the Global Client Experience Centres ensuring business strategies, plans and initiatives are executed and delivered in compliance with governing regulations, internal policies and procedures. Responsibilities Lead and drive a customer-focused culture throughout the team to deepen client relationships and leverage broader bank relationships, systems, and knowledge. Develop a team of high-performing subjectmatter experts with sound problemresolution skills; develop CCAs to be knowledgeable, confident advisors focused on firstcontact resolution and personalized advice. Ensure all CCAs have established annual performance objectives aligned with business plans and track individual performance; prepare CCA APP commentary and conduct oneonone delivery discussions. Provide ongoing coaching through live call observations, sidebyside, group coaching, and skillbuilding. Offer relevant feedback and coaching during observations. Review CCA customer interactions (live calls, recorded calls, service observations) to identify coaching opportunities and solutions. Schedule regular oneonone coaching sessions to recognize success, overcome obstacles, and set focus for continuous improvement. Manage performance and conduct concerns, working with HR and ER as required. Prioritize employee development through regular PDP discussions. Maintain visibility on the floor to foster a positive team environment, encouraging employee empowerment, innovation, and engagement. Identify, deliver, and support training and development needs of team members. Lead team meetings to acknowledge results, provide recognition for exceptional customer experiences, and communicate focus. Support onboarding of new CCAs and transition from training to the floor. Drive internal communication so CCAs are aware of business changes, key projects, corporate goals, and critical updates affecting customers and employees. Facilitate open and honest communication through touchbases and team meetings; encourage new ideas and share knowledge to enhance development. Build effective relationships across the team and with various business lines and corporate functions. Promote industryleading customer service: understand centre financial and nonfinancial goals, devise and implement tactical responses, act as firstlevel escalation point, take over customer calls when required, and resolve escalations appropriately. Act as a change agent, leading, motivating, and supporting CCAs through changes. Ensure every customer experience is consistent with CEC service standards and add value through leading by example. Proactively identify trends among the team related to customer satisfaction/retention, CCA knowledge, productivity, etc., and bring recommendations to senior management. Review CMS and Verint for efficient call handling. Consider bank risk appetite and culture in daytoday activities and decisions. Create an environment that promotes effective operations, adherence to controls, and compliance with AML/ATF and conduct risk. Build a highperformance environment and implement a people strategy that attracts, retains, develops, and motivates staff, fostering inclusion and using a coaching mindset. Qualifications Expert knowledge of Scotiabanks Retail, Small Business, and Commercial products and services. 35 years of industry experience, preferably in a management or coaching role. Previous management/leadership experience with strong team leadership, coaching, and mentoring skills. Strong customer service experience with high judgment, organization, and problemsolving skills; ability to negotiate resolutions. Demonstrated change leadership, crosscultural leadership, and a strong focus on customer and results. Proven ability to influence and motivate others. High flexibility to adapt to diverse tasks and a fastpaced dynamic environment. Strong written and verbal communication skills. Ability to initiate new processes to support business objectives. Demonstrated relationshipbuilding skills for cooperative working relationships with team members, colleagues, and partners. Bilingual written and oral French and English required. Working Conditions The Global Client Experience Centre operates 24/7; extended and nonstandard hours are required. Overtime may be required during peak seasons or highvolume periods. Shifts may change to meet business needs. Limited domestic travel. EEO Statement : Scotiabank is committed to equal opportunity employment and creating an inclusive environment. Accommodation requests during the recruitment process are welcome. #J-18808-Ljbffr