Manager, Communications (Escalated Customer Concerns Office)

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

Job summary

Ein etabliertes Unternehmen sucht einen Manager für Kommunikation im Bereich eskalierte Kundenanliegen. Diese Schlüsselrolle erfordert eine starke Kundenorientierung und die Fähigkeit, strategische Kommunikationsstrategien zu entwickeln. Sie werden Teil eines vielfältigen, innovativen Teams, das sich für Exzellenz und positive Kundenerfahrungen einsetzt. Mit einer klaren Vision und einem Engagement für operative Exzellenz werden Sie die Möglichkeit haben, die Kundenbeziehungen zu vertiefen und die strategischen Ziele der Organisation zu unterstützen. Wenn Sie leidenschaftlich daran interessiert sind, die Kundenerfahrung zu verbessern und in einem dynamischen Umfeld zu arbeiten, ist diese Rolle ideal für Sie.

Benefits

Karriereentwicklung

Teilnahme an Gemeinschaftsinitiativen

Diverse und inklusive Arbeitsumgebung

Qualifications

• Mindestens 5 Jahre Erfahrung im Kundenservice im Bankwesen.
• Nachweisliche Erfolge in der Verbesserung der Kundenzufriedenheit.

Responsibilities

• Förderung einer kundenorientierten Kultur zur Vertiefung der Kundenbeziehungen.
• Entwicklung von Kommunikationsstrategien für Initiativen und Projekte.

Skills

Kundenservice

Verhandlungsfähigkeiten

Problemlösungskompetenz

Stakeholder-Management

Teamengagement

Kommunikationsfähigkeiten

Job description

Manager, Communications (Escalated Customer Concerns Office)

Join to apply for the Manager, Communications (Escalated Customer Concerns Office) role at Scotiabank

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, ensuring that goals, plans, and initiatives support the team’s strategies and objectives. The role involves ensuring compliance with regulations and policies, simplifying processes, promoting strategic messaging, and achieving operational and service excellence to meet customer expectations and strengthen relationships.

Key Responsibilities

• Drive a customer-focused culture to deepen client relationships and achieve service excellence.
• Consider the bank’s risk appetite and culture in daily activities and decisions.
• Foster an inclusive work environment aligned with ScotiaBond values.
• Maintain a positive, solution-oriented mindset; communicate vision and values; promote engagement.
• Identify opportunities for operational improvements and implement process enhancements.
• Develop communication strategies for initiatives and projects, ensuring effective execution.
• Ensure adherence to business controls, regulations, and risk management policies.

Required Skills and Experience

• 5+ years of customer service experience in banking.
• Proven track record of operational excellence and high customer satisfaction.
• Experience leading initiatives to improve customer service or policies.
• Strong negotiation, problem-solving, and stakeholder management skills.
• Discretion and judgment in complex problem resolution.
• Ability to meet deadlines and manage priorities under pressure.
• Experience fostering team engagement and innovation.
• Excellent communication and relationship management skills.
• Self-motivated, energetic, and results-oriented.
• Experience in complaint resolution and proficiency in French are assets.

What We Offer

• The chance to work in a diverse, innovative, and collaborative team.
• Opportunity to influence client experiences and contribute to strategic goals.
• Career development across various business lines.
• Participation in community initiatives and making a positive impact.

Location

Toronto, Ontario, Canada

Additional Information

Scotiabank values diversity and inclusivity. Accommodations are available during the recruitment process. Candidates must apply online. Only selected candidates will be contacted.