Requisition ID: 224158
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Manager, Communications (Escalated Customer Concerns Office) contributes to the overall success of the Escalated Customer Concerns Office Customer Concerns in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities are conducted in compliance with governing regulations, internal policies and procedures. The Manager will also focus on simplifying processes, promoting the Bank's strategic messaging, achieving operational and service excellence, and continuous improvement to ensure we meet and/or exceed customer expectations and deepen relationships.

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

• Drive a customer focused culture throughout the team to deepen client relationships, achieve service excellence, and leverage broader Bank relationships, systems, and knowledge.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities, risk assessments, and decisions.
• Build an environment and work culture that focuses on ScotiaBond values and promote an inclusive work environment.
• Maintain a positive solution-based mindset; communicate the vision/values/business strategy; and advance engagement across the team.
• Affect positive change across all levels of Scotiabank and challenge the status quo to simplify and remove inefficiencies to achieve operational excellence.
• Lead the continuous improvement of processes and communication strategies, including development of communication plans for strategic initiatives and projects.
• Create an environment in which their team 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 and regulations to meet obligations with respect to operational, compliance, regulatory, AML/ATF/sanctions and conduct risk.

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

• 5+ years of customer service experience in the banking industry
• Proven track record of high-performance to achieve operational excellence and a high level of customer service satisfaction.
• Prior experience leading/supporting initiatives within the Bank to affect positive change to customer service experiences and/or policy/process improvements.
• Highly skilled in negotiation, problem resolution, strategic influencing and being a collaborative partner who works with stakeholders to deliver service excellence and positive client outcomes.
• Ability to apply discretion and professional judgment to solve complex problems that may significantly impact the customer and/or the Bank.
• A positive mindset to stay focused on meeting tight deadlines, critical service obligations and regulatory timeframes all while managing competing priorities.
• Prior success in fostering and developing a strong, positive team environment driving a high degree of employee engagement and innovation.
• A strong communicator who can interact with clients, direct reports, peers, partners, and leaders and adapt their message to meet their audience.
• Highly skilled at prioritizing, planning¸ delivering presentations, and relationship management.
• Committed to doing what is right for our clients and employees.
• Must be a self-motivated, energetic, results oriented individual who brings passion and a positive attitude to work every day.
• Nice to have prior experience in the complaint resolution process and in a secondary language (French) – both would be an asset.

What's in it for you?

• The opportunity to join a diverse, forward-thinking, and collaborative high-performing team, surrounded by innovative thinkers. Join the management team of the Escalated Customer Concerns Office to help shape how we interact with clients in critical moments and contribute to department strategy and goals to advance service excellence at Scotiabank.
• The power to make a difference in the lives of our clients; both in the day-to-day interactions and more broadly as you influence positive change resulting from client experiences at Scotiabank.
• Perfect for problem solvers who love to be challenged and work with a wide-ranging number of business partners to achieve service excellence.
• A rewarding career path with exposure to many different business lines within Scotiabank, to increase knowledge base, professional development, and networking opportunities.
• An organization committed to making a difference in our communities – for you and our customers.

Location(s): Canada : Ontario : Toronto
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.