Customer Experience Lead Bank & Gloucester, Ottawa (18.75hweek)

Scotiabank Global Site; Ottawa; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading bank in North America seeks a Customer Experience Lead in Ottawa to manage a team and enhance customer service. The ideal candidate will have strong leadership and customer service skills, previous banking experience, and technical expertise in digital banking. This role offers a competitive compensation package and opportunities for professional development within an inclusive environment.

Benefits

Competitive compensation and benefits package

Opportunities for professional development

Collaborative team environment

Qualifications

• Excellent leadership skills able to coach and develop your team.
• Strong customer service skills.
• Previous experience managing a team of employees.
• Excellent communication skills.
• Availability to work a flexible schedule.
• Previous banking experience is a strong asset.
• Strong technical skills to promote digital banking options.

Responsibilities

• Lead and manage your team of Customer Experience Associates.
• Build strong customer relationships and deliver excellent customer service.
• Act as the Officer in Charge (OIC) for the branch if needed.
• Identify opportunities to enhance the customer experience.
• Assist with the implementation of new policies and procedures.

Skills

Leadership skills

Customer service

Communication

Technical skills for digital banking

Job description

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

Location: Ottawa, Ontario, Canada

About the role

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 during the recruitment and selection process please let our Recruitment team know. 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.

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.

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 love to work with you if you have:

• Excellent leadership skills able to coach and develop your team
• Strong customer service skills
• Previous experience managing a team of employees (including coaching, leading and scheduling the team) is a strong asset
• Excellent communication skills
• 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.

Key Skills: Correspondent, Invoicing, CAD, CMMS, Communication, AC Maintenance

Employment Type: Full Time

Experience: years

Vacancy: 1