Requisition ID: 250089 

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

 

Leads and oversee Sales team at Client Experience Center ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. The Manager, Virtual Solutions is responsible for leading a team of approximately 15 employees – subject matter experts, with sound problem resolution skills, handling live client calls. The Manager, Inbound & Outbound Virtual Solutions - Sales reports to the Senior Manager, Virtual Solutions- Sales. 

 

The Manager’s primary focus will be to coach a team of Client Solutions Advisors (VSAs) and act as the first line of contact for CSAs, ensuring they are client-focused, high-performing teams that deliver excellent client experience and drive change and innovation. Target is to spend most of the Manager’s time on Coaching. 

 

The Manager is responsible for providing coaching, direct leadership, expertise and guidance to the CSAs as it relates to client service behaviors, product knowledge, process and policy support and system functionality. 

 

Accountabilities  

 

1. Superior leadership and coaching to motivate and develop individual VSA performance on the sales team by: 

 

Leads and drives a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge 

Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, develop their CSAs to be knowledgeable, confident agents that focus on first contact resolution and deliver personalized advice and solutions for our clients 

Ensuring all CSAs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing CSA YE commentary and one-on-one delivery discussions 

Engaging in coaching as an ongoing observational activity with CSAs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building 

Reviewing CSA client interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions 

Regularly scheduling one-on-one coaching with CSAs 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 CSAs through regular PDP discussions 

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 

Identifying, delivering and supporting training and developmental needs of team members   

Leading team meetings to acknowledge positive results, providing regular recognition of the CSAs for delivering exceptional client experiences, and to communicate the team’s focus 

Support new CSAs with on-boarding and transition from training to the floor 

Driving the internal communication process by ensuring the CSAs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy.  In addition, any ongoing critical changes affect clients and employees, to improve the day-to-day efficiency of the Centre as well as client service overall 

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 

Building effective working relationships across the team and with various business lines and corporate functions 

 

 

2. Actively promote the delivery and achievement of industry leading client service by: 

 

Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year CEC strategy 

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 CSAs, resolving issues and negotiating compromises by proactively taking over a client call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Makes determination when escalations should be escalated to the Senior Manager and the Director 

Acting as a change agent, leading, motivating and supporting CSAs through changes 

Ensuring that every client experience is consistent with the CEC service standards and providing value-add client service through leading by example 

Proactively identifying trends among teams related to client satisfaction/retention, CSA’s knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations 

Actively reviewing the Gensys, CMS and Verint for short, medium and long calls to improve efficiency 

 

 

3. Contributes to the maximization of the CEC efficiency by: 

 

Ensuring that all targets are met or exceeded, by him/herself and CSAs, as assigned 

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 the CEC 

Ensuring team members are familiar with the Business Continuity Plan and responsible for enacting plan, when required 

Overall accountable for payroll activities (e.g. time in lieu, holiday pay, shift premiums and over time) 

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 his/her team pursues effective and efficient operations of his/her 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 

 

4. Ensure and promote site-wide compliance with privacy policies such as:  

 

Clean Desk Policy

CEC Escalation Pathway

Personally Identifiable Information Protection Standards

Conduct daily monitoring activities to ensure Clean Desk Policy is in place in all areas  

Report any privacy incidents to ccc.privacy@scotiabank.com 

 

Requirements

 

Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services  3-5 years of industry experience preferably in a management or coach-type role  Previous management/leadership experience required, excellent team leadership, strong coaching and mentoring skills  Thorough sales skills in attaining aggressive sales targets  Strong client service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex client service issues and demonstrated ability to negotiate resolutions to disputes  Demonstrated change leadership, cross cultural leadership and a strong focus on the Client and results is a must.   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  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  Bilingual (French/English or Cantonese & Mandarin/English) is considered an asset 

 

Location(s):  Canada : Nova Scotia : Halifax 

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.