Requisition ID: 235773

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

Purpose of Job

The Manager Client Service leads a team of front-line client facing Representatives within a Scotia iTRADE (SiT) Contact Centre.  The incumbent takes ownership for their team’s success in delivering outstanding day-to-day client service by providing leadership, coaching, direction, expertise, and guidance.

Major Accountabilities

     1. Team leadership to motivate and develop individual Representative performance by:

• Ensuring all Reps have established annual objectives that are aligned with the business plans and responsibility for tracking individual performance against objectives.
• Engaging in coaching as an ongoing observational activity with Reps, thereby ensuring continued improvement of knowledge and client service skills.
• Reviewing Rep interactions with clients (e.g. reviewing email & click-to-chat responses, reviewing recorded calls and side-by-side observational calls) to identify coaching and development opportunities, common challenges within team and possible solutions.
• Regularly scheduling one-on-one coaching with direct reports to recognize success, help overcome obstacles and set focus.

• Conducting daily kick-offs to build team morale and focus on service objectives.
• Facilitating weekly team meetings to acknowledge positive results, communicate the weekly focus, review the week’s goals and priorities, share best practices, successes and address challenges.

• Rewarding success and managing non-performance of direct reports.
• Training direct reports on complex and special procedures/situations.
• Identifying and supporting training and developmental needs of direct reports.
• Sharing knowledge, experience and responsibility with direct reports in a drive for the highest standards of professionalism, sales and service excellence.
• Fostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement among direct reports.
• Driving the internal communications process by ensuring direct reports are aware of key projects, corporate goals and ongoing critical changes affecting clients.
• Exhibiting an ability to listen, negotiate and communicate goals.

• Leveraging coaching techniques and utilizing technologies to regularly and effectively engage Reps based in a remote location (as required).

• Ensuring employee development is a priority for all employees.

     2. Manage Representatives to ensure the delivery and achievement of World Class Service by:

• Monitoring individual and team results against targets.  Independently devises and implements tactical responses to specific performance issues within team to correct any negative trends.

• Acting as the first level escalation point for Reps, resolving issues and negotiating compromises.  Leverages situations as coaching opportunities to provide direction, guidance and support to direct reports. Makes determination when escalations should be escalated to Sr. Manager or Customer Care  team.
• Managing a robust client follow up process, reviewing associated reporting, holding Reps accountable for follow-up and assigning responsibility for follow-up when Reps are away.

• Acting as a change agent, leading, motivating and supporting Reps through changes.

      3.   Contributes to the maximization of team efficiency by:

• Managing agent productivity, schedule adherence, and staffing levels within team to maintain optimal team performance.

• Managing team development/training (IIROC licensing maintenance, product knowledge, CSI/CGI knowledge etc.) to ensure team provides effective and efficient service. 
• Managing operational issues/breaches by providing the Senior Manager with information and managing Rep knowledge/performance.
• Ensuring service and support provided by team is delivered within established SLAs.
• Proactively identifying trends among team related to client satisfaction/retention, agent knowledge, productivity etc. and bringing forward to Senior Manager with recommendations.
• Ensuring team compliance with IIROC/OSC guidelines, general compliance (e.g. KYC, AML), Scotiabank Guidelines for Business Conduct and any supplement guidelines or codes of conduct applicable to the area.
• Ensuring direct reports are familiar with the Business Continuity Plan and responsible for enacting plan, when required.

     4. Contribute to the effective functioning of SiT by:

• Building effective working relationships across the team and with various business lines and corporate functions.
• Facilitating a culture of open and honest communication by actively participating and contributing to touchbases, team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members.
• Develop and execute a meaningful employee development plan.
• Keep up to date with usage of internal platforms (e.g. SOL, Flight Desk, Mobile)

Education / Work Experience / Designations

• Industry course minimum requirements include:
  • Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH)
  • Branch Managers
  • Options Supervision
  • Current registration at the supervisory level with the Investment Industry Regulatory Organization of Canada (IIROC)
• University Degree
• 3-5 years industry experience preferably in a management role

• Strong managerial, leadership and coaching skills required to ensure teams achieve the desired results, for example: Delivery of expected  customer service levels, meet shifting customer demand and managing human resources in the most productive and effective manner.
• Strong customer service experience, including a high degree of judgment/organizational skills and initiative to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
• Strong problem solving skills.
• Understanding of electronic communication channels and how they play a role in client service.
• Strong knowledge of technology used to support trading and service functions.
• Thorough knowledge of PC user programs including advanced analytics using Excel or similar programs.
• Strong understanding of the discount brokerage industry including market mechanics, security regulations, etc.
• Strong understanding of Scotia regulations and guidelines for business.
• Superior oral and written communication skills, including presentation and facilitation.
• Excellent time management skills.
• Ability to work autonomously.
• Expert verbal and written communication skills.

Work Location: Either Toronto, Ottawa or Montreal

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

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.