Customer Experience Lead - Bank & Gloucester, Ottawa (18.75h/week)

Scotiabank; Ottawa; On-site; CAD 60,000 - 80,000; Part time

Job summary

A leading bank in the Americas is seeking a Customer Experience Lead in Ottawa. The role involves managing a team of Customer Experience Associates, building strong customer relationships, and leading initiatives to enhance the customer experience. Ideal candidates will possess excellent leadership abilities, prior banking experience, and strong technical skills. A commitment to flexibility and developing a collaborative team environment is essential. Competitive compensation and a robust benefits package are offered, alongside professional development opportunities.

Benefits

Competitive compensation and benefits package

Opportunities for professional development

Collaborative team environment

Qualifications

• Experience in leading and developing a team.
• Previous banking experience is a strong asset.
• Ability to promote digital/self-service banking options.

Responsibilities

• Lead and manage Customer Experience Associates.
• Build strong customer relationships.
• Manage emergencies and customer escalations.
• Identify opportunities to enhance customer experience.
• Assist in implementing new policies and procedures.

Skills

Excellent leadership skills

Previous experience managing a team

Strong technical skills

Flexibility in work schedule

Job description

Title: Customer Experience Lead – Bank & Gloucester, Ottawa (18.75h/week)

Requisition ID: 244967

About the role

What you’ll be doing…

Our Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

We are looking for an enthusiastic, driven individual who will lead and support our Customer Experience Associates, while championing Scotiabank’s core values and culture.

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

• Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates
• Build strong customer relationships and deliver excellent customer service
• Acts as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations, etc.
• Contributing to the overall success of the branch by identifying opportunities to enhance the customer experience
• Act as a change management lead by assisting with the implementation of new policies and procedures

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

• Excellent leadership skills, able to coach and develop your team
• Previous experience managing a team of employees (including coaching, leading, and scheduling the team) is a strong asset
• Availability to work a flexible schedule
• Previous banking experience is a strong asset
• Strong technical skills, able to promote and demonstrate the use of digital/self-service banking options

What’s in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities– for you and our customers.
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package.

Location(s): 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.