Website scotiabank Scotiabank
Banking services
Requisition ID: 197994
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Director, Channel Optimization will report to the VP, Strategy & Design for Global Contact Centres and oversee the team responsible for optimizing our non-voice channels with a focus on improving the employee and customer experience for Scotiabank’s Contact Centres Globally.
The Director partners with key internal units (i.e., Contact Centre Heads, Business Lines, Servicing Countries, Technology, Analytics & Scotia Digital Teams) as well as with external entities such as third-party suppliers and consultants to drive the Global Contact Centre business strategy.
Working closely with the Strategy & Design leadership team and key stakeholders, the Director participates in the annual prioritization process to ensure initiatives and resources are managed in accordance with the organization’s strategies. Additionally, the Director will provide strong leadership and motivate individual and team performance, fostering the creation of a vibrant, energetic, and customer-centric work environment.
Is This Role Right for You? In this role, you will:
Direct and lead a Product team responsible for the strategy and ongoing optimization of e-customer channels including: IVR, Chatbot, Live Chat, social media, Email as well as Generative AI projects:
- Product Ownership: e-customer channels – strategy, optimization, ongoing improvements, communication; goal of increasing non-voice channel interactions across the contact centres.
- Product Efficiency: identify opportunities to drive efficiency; extend functionality / skills in each non-voice channel; introduce enhancements to self-serve channels.
- Operational Readiness: working with the Change Management & Communication teams to ensure operational readiness for the frontline for all enhancements.
- Identify opportunities for improvement in channels based on customer and employee feedback that will drive operational efficiency.
- Develop and maintain an in-depth understanding of industry trends and opportunities as related to contact centre technology and processes, acting as Subject Matter Expert on contact centre channel.
- Explore Generative AI use cases that will make a positive impact on the customer and employee experience and drive operational efficiency.
- Support the continuous improvement of Global Contact Centre Solutions by working closely with the broader team and key stakeholders in the identification of continuous improvement opportunities across e-customer channels from the Business Design perspective.
- Build strong relationships with partners across Digital, Technology, and Analytics to deliver key projects.
- Continually challenging the ‘status quo’ through technology innovation & research.
Contribute to the broader Bank strategy of delivering value-added services (easy for our customers to do business with us), right advice, and innovative solutions by:
- Building strategic relationships and developing strategic alliances in Scotiabank and with external partners in the Contact Centre Industry.
- Assessing business line competitive positioning in relevant Canadian and International markets to address evolving customer needs, expressed customer preferences and market trends.
- Leading research on key areas of opportunity for the Contact Centre channel to support the development of initiatives aligned with the Bank’s strategic priorities.
- Providing expert advice, recommendations, and support to the Contact Centre Executive Team.
Demonstrate strong team leadership to motivate and sustain individual and team performance:
- Foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of engagement.
- Exhibit an ability to listen, negotiate and communicate goals.
- Identify and support training and developmental needs of team members.
- Manage staffing requirements and departmental workloads, especially during peak periods.
- Build a high-performance environment, implement a people strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.
- Research and incorporate internal and external best practices into annual planning.
- 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.
Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:
- 5-10 years of Financial Services / Retail Banking experience
- Expert knowledge of Retail and Small business products including self-service channels and communication access points to the Contact Centre
- Expert knowledge of Contact Centre channel and solutions (including best in class technology and operating / customer experience models)
- Thorough knowledge of Bank’s systems and emerging technologies in the Contact Centre industry; ability to evaluate solutions and options offered by service providers
- A solid strategy development background including in-depth experience and demonstrated success in leading multi-disciplinary initiatives of varying sizes and complexity, efficiently and effectively, ensuring all elements of change are considered understood and managed.
- Outstanding leadership, communications and interpersonal skills that facilitate a positive and effective team environment at all levels of the organization; proven change agent
- Excellent team leadership, coaching and management skills to effectively develop motivate and manage cross-functional teams to meet tight deadlines and manage and influence others.
- Undergraduate degree in business or related field. Master degree is considered an asset
- Bi-lingual in English and Spanish languages is considered a strong asset.
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.
To apply for this job please visit jobs.scotiabank.com.