Customer Experience Lead - Bovaird & Highway 10 Branch (18.75 hours/week)

Scotiabank; Brampton; On-site; CAD 65,000 - 90,000; Full time

Job summary

Scotiabank Brampton is seeking an energetic Customer Experience Lead to coach and supervise a Retail Service team. You will foster strong customer relationships and ensure top service levels, stepping in as Officer in Charge during emergencies and guiding policy implementation to improve the branch experience.

The role emphasizes leadership, coaching, and the ongoing promotion of digital/self-service banking options to serve customers efficiently.

Qualifications

• Excellent leadership skills with ability to coach and develop a team.
• Strong customer service and relationship-building abilities.
• Experience managing a team including coaching, leading and scheduling.
• Excellent written and verbal communication skills.
• Ability to work a flexible schedule to meet branch needs.
• Banking experience is a strong asset.
• Proficiency with digital/self-service banking options.

Responsibilities

• Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates.
• Build strong customer relationships and deliver excellent customer service.
• Act as Officer in Charge (OIC) for the branch as required, handling emergencies and escalations.
• Identify opportunities to enhance the customer experience and contribute to branch success.
• Lead change by assisting with new policies and procedures implementation.

Skills

Leadership

Customer service

Team management

Communication

Flexible schedule

Banking experience

Digital/self-service banking

Job description

Requisition ID: 276161

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

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

Skills

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
• 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.

Location(s): Canada : Ontario : Brampton

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and our 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.