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