Requisition ID: 232341

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

Purpose
Contributes to the overall success of the National Planning 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.

What You’ll Do:

• Champions a customer focused culture to deepen Client relationships and leverage broader Bank relationships, systems and knowledge.
• Prioritize and execute all TangerineHelp requests received from key stakeholders, ensuring new and existing processes are vetted and content is accurate. 
• Create custom reports and interpret data for analysis using Excel. 
• Analyze business needs and map out scope and needs to the KM System.
• Facilitate monthly TangerineHelp optimization sessions with Service and Sales front line agents and leadership team to gain insights and qualitative feedback. Enhance search efficiency and optimize content to increase efficiency and productive of agents.
• Liaise with the IT team to resolve production and or functionality issues.
• Design and structure article content to ensure agents are proficient in understanding and applying knowledgebase content while handling Client interactions. 
• Ensure all articles are easily accessible to Service and Sales agents which includes applying appropriate titling, keywords that are conducive to agent search terms. Monitor and service agent feedback, gathering and applying recommendations to improve article quality, search ability and usage within an agreed service level
• Responsible for understanding and complying with the Regulatory Compliance Framework including the Anti-Money Laundering/Anti-Terrorist Financing, Sanctions Policy and all AML related policies, procedures and controls within the department.
• Prioritize and execute all communication requests received from key stakeholders, managing the end-to-end Partner with stakeholders to develop and deliver communication content to ensure agents understanding and application of critical changes to existing processes, policies and procedures that impact the Client experience.
  Actively host and manage content for Service and Sales on SharePoint Communications Portal.
• Liaise with CRG, Compliance and Risk Manager to evaluate the error log for negative trends and perform a root cause analysis. Create and manage an action plan to close gaps by evaluating process efficiency, communication read rates, TangerineHelp knowledge mapping and making recommendations to Learning and Development.
• Partner with Corporate Communications to create communications designed for Service and Sales front line leadership team to provide team meeting discussion framework to address performance gaps, change agendas, business context, set expectations and reinforce Tangerine’s purpose and strategy.
• Attend monthly Service and Sales frontline leadership team meetings to provide support and insights on key process and/or policy changes taking place critical to frontline agents providing a leading Client experience.
• Perform monthly knowledge checks by administrating of mandatory quiz to all front line agents and the leadership team to ensure adherence to changes in policy and/or processes. Provide recommendations to stakeholders on opportunities to improve processes and increase operational efficiency as it relates to the Client experience within Service and Sales.
• Partner with Service and Sales Senior Leadership Team, Corporate Communications and relevant stakeholders to issue a bi-monthly departmental newsletter, hosted on Tangerine Central and the Tangerine Now mobile app.
• 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 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
• Champions a high performance environment and contributes to an inclusive work environment

What You’ll Bring:

• University or College Degree in Journalism, Communications or equivalent work experience
• Minimum 3-5 years of work related experience, preferably in Financial Services
• Front-line or support function(s) Call Centre experience preferred
• Software expertise in Microsoft Office, RightNow, SharePoint, Adobe Acrobat Pro. knowledge of basic HTML is preferred
• Experience with learning management systems (Net Dimensions preferred)
• Strong analytical, judgment and problem solving skills
• Process oriented
• Able to work independently
• Ability to multi-task
• Ability to influence others
• Excellent communication skills, verbal and written skills
• Excellent organizational skills, prioritization and attention to detail
• Strong decision making skills

Work Arrangement: 

• Work in a standard office-based environment; non-standard hours are a common occurrence.  
• Limited travel domestically. 

Interested? 
If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank! 
At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you? 
Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

Location(s):  Canada : New Brunswick : Moncton 

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.