Manager, Communications (Escalated Customer Concerns Office)

Scotiabank; Toronto; On-site; CAD 60,000 - 95,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen Manager für Kommunikation, um die Kundenbeziehungen zu vertiefen und den Service zu optimieren. In dieser Schlüsselrolle gestalten Sie die Kundeninteraktionen und fördern eine positive Teamkultur. Sie werden aktiv an der Prozessvereinfachung und der Einhaltung von Vorschriften arbeiten, um sicherzustellen, dass die Erwartungen der Kunden übertroffen werden. Diese Position bietet Ihnen die Möglichkeit, einen echten Unterschied im Leben der Kunden zu machen und in einem dynamischen Team zu arbeiten, das sich der kontinuierlichen Verbesserung verschrieben hat. Wenn Sie eine Leidenschaft für Kundenservice und Teamarbeit haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

Berufliche Wachstumschancen

Diverse und inklusive Teamkultur

Möglichkeiten zur Einflussnahme auf positive Veränderungen

Qualifications

• 5+ Jahre Erfahrung im Kundenservice im Bankwesen.
• Erfahrung in der Unterstützung von Initiativen zur Verbesserung des Kundenservices.

Responsibilities

• Führen von Initiativen zur Prozessvereinfachung und operationaler Exzellenz.
• Entwicklung von Kommunikationsstrategien für strategische Initiativen.

Skills

Kundenservice

Verhandlungsfähigkeiten

Problemlösungsfähigkeiten

Kommunikationsfähigkeiten

Beziehungsmanagement

Job description

Requisition ID: 224158

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

The Manager, Communications (Escalated Customer Concerns Office) plays a key role in the success of the Escalated Customer Concerns Office in Canada. This role ensures the execution of individual goals, plans, and initiatives aligned with the team’s business strategies. It also guarantees compliance with regulations, policies, and procedures, while focusing on process simplification, strategic messaging, operational and service excellence, and continuous improvement to meet or exceed customer expectations and strengthen relationships.

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

• Drive a customer-focused culture to deepen client relationships, achieve service excellence, and leverage broader Bank relationships and systems.
• Consider the Bank’s risk appetite and culture in daily activities, risk assessments, and decisions.
• Foster an inclusive work environment aligned with ScotiaBond values.
• Maintain a positive, solution-oriented mindset; communicate the vision, values, and strategy; and promote team engagement.
• Lead initiatives to simplify processes and remove inefficiencies, promoting operational excellence.
• Develop communication strategies and plans for strategic initiatives and projects.
• Create an environment that ensures effective operations, compliance, and adherence to controls and regulations, including operational, legal, and conduct risks.

Do you have the skills to succeed in this role? We’d love to hear from you if you have:

• 5+ years of customer service experience in banking
• A proven record of achieving operational excellence and high customer satisfaction
• Experience leading or supporting initiatives that improve customer service or policies
• Strong negotiation, problem-solving, influencing, and collaboration skills
• Discretion and judgment in solving complex problems impacting customers or the Bank
• A positive attitude to meet deadlines and manage priorities
• Experience fostering a positive, innovative team environment
• Excellent communication skills adaptable to different audiences
• Strong prioritization, planning, presentation, and relationship management skills
• Dedication to doing right by clients and employees
• Self-motivated, energetic, results-oriented, with a positive attitude
• Bonus: Experience in complaint resolution and proficiency in French

What’s in it for you?

• Join a diverse, innovative, and collaborative team shaping client interactions during critical moments.
• Make a meaningful difference in clients’ lives and influence positive change.
• Ideal for problem solvers eager for challenges and cross-business collaboration.
• Opportunities for professional growth across various business lines within Scotiabank.
• Be part of an organization dedicated to community impact and inclusion.

Location: Toronto, Ontario, Canada

Scotiabank, guided by our purpose "for every future," offers a broad range of financial services. We value diverse skills and experiences and are committed to an inclusive environment. Accommodation requests during recruitment are welcomed. Candidates must apply online; only shortlisted candidates will be contacted.