Advertising, marketing and public relations managers
Title posted on CareerBeacon -
Bilingual French English Manager, Customer Care & Solutions - Ottawa, ON
Posted on April 11, 2024
by
Employer details
Scotiabank
Job details
Requisition ID: 196994Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Leads and oversees the Sales Department at the Ottawa Customer Contact Center ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. The Manager, Customer Solutions- Sales reports to the Senior Manager, Customer Solutions- Sales and is responsible for leading a team of approximately 15 employees ? subject matter experts, with sound problem resolution skills, handling live customer calls. The Manager's primary focus will be to coach a team of Retail Banking Officers (RBOs) and act as the first line of contact for RBOs, ensuring they are customer-focused, high performing teams that deliver excellent customer experiences and drive change and innovation. Approximately 80% of the Manager's time is spent on Coaching. The Manager is responsible to provide coaching, direct leadership, expertise and guidance to the RBOs as it relates to customer service behaviors, product knowledge, process and policy support and system functionality. Is This Role Right for You? In this role, you will: Superior leadership and coaching to motivate and develop individual RBO performance on the sales team by: Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge . Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their RBOs to be knowledgeable, confident agents that focus on first contact resolution and deliver on personalized advice and solutions for our customers. Ensuring all RBOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing RBO PAR commentary and one-on-one delivery discussions. Engaging in coaching as an ongoing observational activity with RBOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building. Reviewing RBO customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions. Regularly scheduling one-on-one coaching with RBOs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality. Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required. Ensuring employee development is a priority for RBOs through regular PDP discussions. Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement. Identifying, delivering and supporting training and developmental needs of team members. Leading team meetings to acknowledge positive results, providing regular recognition of the RBOs for delivering exceptional customer experiences, and communicating the team's focus. Support new RBOs with on-boarding and transition from training to the floor. Driving the internal communication process by ensuring the RBOs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall . Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members. Building effective w
-
LocationOttawa, ON
-
SalaryNot available
-
Terms of employment
Full time
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
CareerBeacon
#2021342
Advertised until
2024-05-10
Important notice: This job posting has been provided by a partner site. Job Bank is not responsible for this content.
Report a problem with this job posting
Thank you for your help!
You will not receive a reply. For enquiries, please contact us.