Senior Manager, Contact Centre Transformation

Requisition ID: 209322

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

The Senior Manager, Contact Centre Transformation contributes to the overall success of the platforms used by the Contact Centre in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. This will include change management activities to support the successful implementation of solutions to improve service and sales effectiveness in the channel and the evaluation of business and automation opportunities, development of strategies and identification of continuous improvement opportunities. The customer and advisor experience and journey must be top of mind throughout.

Projects may include but are not limited to the following platforms: Salesforce, Pega, Salesbuilder, etc.

Is this role right for you? In this role, you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Drive short and long-term product design to support vision, strategy and execution for target customer journeys and functional capabilities to improve customer and employee experience, increase sales revenue and address regulatory and audit requirements by reducing customer and employee effort, increasing operational efficiencies and streamlining/optimizing processes.
• Collaborate with multiple stakeholders to ensure Contact Centre business needs are prioritized and met; Manage engagement and expectations with stakeholders for feedback, product reviews and end user validation.
• Support ongoing needs analysis to understand customer and user pain points and identify opportunities for continuous improvement through experience design techniques.
• Manage and prioritize product backlog and create product roadmaps for business and development teams.
• Define customer and business needs into backlog items and communicate clear definitions of target capability, intended value to customer, employee and Bank and clearly articulated acceptance criteria.
• Engage and work closely with our Change Management team to support change management activities by effectively communicating product release contents and expected product capabilities highlighting advisor and customer experience impacts
• Engage and work closely with our Technology and Digital Engineering teams on initiatives to ensure they can successfully translate our business requirements into technical requirements for smooth execution.
• Manage Vendor relationships with the goal of optimizing platform value.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of their 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.
• Champions a high-performance environment and contributes to an inclusive work environment.

Some more information you might want to know:

• Supports Global Contact Centre
• Accountable as key Product Owner under for contact center platforms and represents product and channel on multiple projects including large scale projects over $5MM+
• May support and contribute to the development of Contact Centre strategies and key projects with business objectives impacting deliverables into the future (5+ years) and often without precedent.
• Expected to effectively represent the Canada Contact Centre Platform to a variety of audiences (internal and external, senior and executive).
• Expected to provide consultation to other departments and business lines within the Bank based on their subject matter expertise.
• Must clearly demonstrate creativity and strategic thinking by identifying and acting upon opportunities to optimize the Contact Centre environment through the development and implementation of customer focused initiatives to drive operational efficiencies and effectiveness and improve customer and user experience.
• Must demonstrate strong leadership skills, including the ability to assume end-to-end ownership of a project and the responsibility for all project related deliverables.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Master’s degree and/or equivalent work experience
• 7-8 years of experience in a role building a product or experience leading/supporting large, complex projects or programs
• Experience in customer journey mapping and customer experience strategy
• Experience working with the Bank’s retail application systems and/or Contact Centre technology.
• Thorough knowledge of Contact Centre channel, processes, technology solutions and Retail Products
• Thorough knowledge of project management methodologies and business case development
• Thorough knowledge of Agile principles and methodology
• Experience with Vendor management and clearly defining expectations in our partnerships.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically/internationally.
• Work locations vary between Downtown and Eglinton campuses (150 King Street West, 888 Birchmount Road)

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto || Canada : Ontario : Scarborough

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.