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

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

Job summary

Join a forward-thinking company as a Manager in a dynamic Contact Centre environment. This role involves leading a team of Customer Service Representatives and Investment Representatives, focusing on delivering exceptional customer experiences. You'll coach and motivate your team, manage productivity, and drive change initiatives to enhance service quality. With a commitment to diversity and inclusion, this innovative firm offers a collaborative atmosphere where your leadership skills will thrive. If you're passionate about customer service and team development, this opportunity is perfect for you.

Qualifications

• 3-5 years in brokerage/financial industry or call center with management experience.
• Bilingual skills in French and/or Mandarin/Cantonese are a strong asset.

Responsibilities

• Motivate and develop team performance through coaching and objective tracking.
• Lead change initiatives and ensure service standards are met.

Skills

Leadership

Customer Service

Coaching

Analytical Skills

Negotiation

Communication

Education

University degree or related post-secondary education

Industry courses (CSC, CPH, Options Licensing)

Job description

Requisition ID: #

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

The Manager will coach a team of Customer Service Representatives (CSRs) and IIROC licensed Investment Representatives (IRs). They will act as the first contact for the team, ensuring a customer-focused, high-performance environment that delivers excellent customer experiences, drives change, and fosters innovation.

The Manager provides guidance on product knowledge, customer service behaviors, and policies, supporting system functionality.

Major Accountabilities

1. Leadership and Coaching: Motivate and develop team performance by setting and tracking annual objectives, conducting PARs and one-on-one discussions, coaching through live and recorded calls, recognizing successes, managing non-performance, supporting training needs, leading team meetings, and facilitating internal communication.
2. Customer Service Excellence: Understand and monitor team results against goals, act as the first escalation point, resolve issues, lead change initiatives, ensure service standards are met, and review reports to improve efficiency.
3. Team Efficiency: Manage productivity, schedule adherence, staffing, and compliance with policies and regulations. Identify trends, system issues, and implement back-up procedures.
4. Team Functioning: Build effective relationships, promote open communication, stay updated on internal platforms, and develop Personal Development Plans.

Education, Work Experience, and Designations

Education: University degree or related post-secondary education; industry courses such as CSC, CPH, Options Licensing, and current IIROC registration are assets. Bilingual skills in French and/or Mandarin/Cantonese are a strong asset.

Work Experience: 3-5 years in brokerage/financial industry or call center, with management or coaching experience. Proven leadership, customer service, negotiation, and relationship-building skills. Ability to work in a fast-paced environment with strong communication and analytical skills.

Working Conditions

The role is based in a Contact Centre with extended hours, including peak seasons, holidays, and overtime as needed.

Location

Canada: Quebec: Montreal

Scotiabank is committed to diversity and inclusion. Accommodations are available upon request during the recruitment process.