Manager, Client Services & Sales, Scotia iTRADE - Montreal, QC

Scotiabank; Montreal; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Manager for Client Services & Sales in Montreal. This role focuses on coaching a dedicated team of Customer Service Representatives and licensed Investment Representatives to deliver exceptional customer experiences. As a leader, you will drive performance through effective coaching, promote a positive work environment, and ensure service standards are met. Join a purpose-driven team that values innovation and inclusivity, and make a significant impact in the financial services industry.

Qualifications

• 3-5 years in brokerage/financial industry or call centers.
• Management or coaching experience is essential.

Responsibilities

• Coach a team of Customer Service Representatives and Investment Representatives.
• Promote industry-leading customer service and resolve escalated issues.

Skills

Leadership

Customer Service

Sales Achievement

Problem-Solving

Communication Skills

Education

University degree in business or related fields

CSC, CPH, Options Licensing DFOL

Job description

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Requisition ID: 224499

Join a purpose-driven, results-oriented team in an inclusive, high-performing culture.

The Manager’s primary focus will be to coach a team of Customer Service Representatives (CSRs) and IIROC licensed Investment Representatives (IRs), acting as the first line of contact to ensure they are customer-focused and high-performing, providing excellent customer experiences and driving change and innovation.

The Manager is responsible for guiding their team on product knowledge, customer service behaviors, and support for processes, policies, and system functionality.

Major Accountabilities

• Leadership and coaching to motivate and develop team performance, including establishing and tracking performance objectives, conducting PARs and one-on-ones for CSRs/IRs.
• Supporting the Customer Experience Model (CEM) through ongoing coaching, call reviews, and skill development.
• Maintaining visibility on the floor to foster a positive team environment, employee empowerment, and engagement.
• Managing employee relations, recognizing success, addressing non-performance, and supporting training needs.
• Leading team meetings, driving internal communications, and supporting onboarding and development plans.
• Promoting industry-leading customer service, monitoring performance against targets, and resolving escalated issues.
• Leading change management efforts and ensuring service standards are met, including reviewing reports for efficiency improvements.
• Maximizing team efficiency through managing productivity, staffing, and compliance with policies and regulations.
• Building cross-functional relationships and fostering open communication within the team and with other departments.

Education

• University degree or post-secondary education in business or related fields is an asset.
• Required industry courses: CSC, CPH, Options Licensing DFOL, and current IIROC registration.
• Languages: French and/or Mandarin/Cantonese are strong assets.

Work Experience

• 3-5 years in brokerage/financial industry or call centers, with management or coaching experience.
• Proven leadership, sales achievement, customer service, and problem-solving skills.
• Ability to influence, motivate, and adapt in a fast-paced environment.
• Strong communication skills and knowledge of digital and omni-channel environments.

Working Conditions

The role involves working in a Contact Centre environment with extended hours, including peak seasons and holidays, with potential overtime and shift adjustments.

Location: Montreal, QC, Canada

Scotiabank values diversity and inclusion; accommodations are available upon request during the recruitment process.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Business Development and Sales
• Industry: Banking