(Mandarin / Cantonese) Manager, Client Services & Sales, Scotia iTRADE - Toronto, ON (226226)

Scotiabank Global Site; Toronto; On-site; CAD 60,000 - 85,000; Full time

Job summary

A leading bank in the Americas is seeking a Manager to lead a team of Customer Service Representatives in a dynamic contact center environment. The successful candidate will coach, motivate, and guide the team to achieve excellence in customer service, fostering an inclusive and high-performing culture. Candidates must have a related degree, several years of financial industry experience, and strong coaching skills.

Qualifications

• 3-5 years of experience in brokerage/financial industry and/or call center.
• Previous management experience preferred.
• Industry-specific courses, including IIROC licensing.

Responsibilities

• Coaching and leading a team of Customer Service Representatives.
• Ensuring adherence to service standards and policies.
• Monitoring performance and addressing coaching opportunities.

Skills

Customer Service

Client Management

Issue Resolution

Coaching

Communication

Analytical skills

Education

University Degree or Post-secondary education in business

Canadian Securities Course (CSC)

Conduct and Practice Handbook (CPH)

Job description

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

The Managers primary focus will be to coach a team of Customer Service Representatives (CSRs) and IIROC licensed Investment Representatives (IRs) and act as the first line of contact for the team ensuring they are customer-focused and high performing goal focused team that provide excellent customer experiences and drive change and innovation.

The Manager is responsible for providing guidance and direction to their team related to product knowledge customer service behaviors and process and policy support and system functionality.

Major Accountabilities

1. Leadership and coaching to motivate and develop individual CSRs / IRs performance on the service team by :

• Ensuring all CSRs / IRs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. CSR / IR PARs and one-on-one discussions to be completed by the Manager with Senior Manager or Director final sign-off.
• Following Management Disciplines as outline to support our Customer Experience Model (CEM) :

Engaging in coaching as an ongoing observational activity with team by providing relevant feedback and coaching during live call observations side by side group coaching and skill building

• Reviewing CSR / IR customer interactions including live calls recorded calls and service observations to identify coaching and development opportunities common challenges within team and possible solutions.
• Regularly scheduling one-on-one coaching with CSRs / IRs to recognize success help overcome obstacles and set focus.
• Ensuring regular visibility on the floor to foster and develop a strong positive team environment driving employee empowerment innovation and a high degree of employee engagement.
• Rewarding success and managing non-performance of team and managing day-to-day employee relations issues.
• Identifying and supporting training and developmental needs of team members. Responsible for delivering skill builds.
• Leading team meetings to acknowledge positive results communicate the teams focus review the teams goals and priorities share best practices successes and address challenges.
• Driving the internal communication process by ensuring the team is aware of business changes key projects and corporate goals and ongoing critical changes affecting customers and employees in order to improve the day to day efficiency of the Centre as well as customer service overall.
• Support new staffs with onboarding and transition from training to the floor and ensuring Personal Development Plans is a priority for team
• Leverage coaching techniques and utilizing technologies to regularly and effectively engage team members based in a remote location (as required).

2. Actively promote the delivery and achievement of industry leading customer service by :

• Having a clear understanding of the Centres financial and non-financial goals. Monitoring individual and team results against targets. Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends.
• Acting as the first level escalation point for team resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation / basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction guidance and support to team members. Makes determination when escalations should be escalated to the Client Care Team.
• Acting as a change agent leading motivating and supporting CSRs / IRs through changes.
• Ensuring that every customer experience is consistent with the CEM service standards and providing value-add customer service through leading by example.
• Liaising with other Managers to identify common issues / trends and executing effective solutions.
• Actively reviewing CMS and Verint reports / platform for short medium and long calls to improve efficiency.

3. Contribute to the maximization of team efficiency by :

• Managing agent productivity (e.g. customer commitment / available time readiness non-talk etc.) schedule adherence and staffing levels within the team to maintain optimal team performance.
• Identify and reduce knowledge gaps by proactively managing team development / training (IIROC licensing maintenance product knowledge CSI / CGI knowledge etc.) for team to provide effective and efficient service.
• Ensuring teams adherence to Scotiabanks policies and procedures general compliance (e.g. KYC AML and Privacy Laws) Scotiabanks Guidelines for Business Conduct and any supplemental guidelines or codes of conduct applicable to SiT. Where applicable teams compliance with IIROC / OSC guidelines.
• Ensuring timely escalation of complex issues / obstacles / trends to the Client Care team and / or applicable business area as appropriate with recommendations / solutions.
• Ensuring team members are familiar with the Business Continuity plan and responsible for enacting plan when required.
• Proactively identifying trends among team related to customer satisfaction / retention agent knowledge productivity etc. and bringing forward to your direct Manager with recommendations.
• Identifying system issues and enacting back-up procedures as necessary.

to the effective functioning of the SiT by :

• Building effective working relationships across the team and with various business lines and corporate functions.
• Facilitating a culture of open and honest communication by actively participating and contributing to touch bases team meetings encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members.
• Keep up to date with usage of internal platforms (e.g. SOL FlightDesk Mobile SCORE)
• Develop and execute meaningful Personal Develop Plans with team

Education / Work Experience / Designations

Education :

• University Degree Post-secondary education in business or other related disciplines is an asset.
• Industry courses that are required :

Canadian Securities Course (CSC)

• Conduct and Practice Handbook (CPH)
• Options Licensing DFOL
• Asset - Current registration at the supervisory level with the Investment Industry Regulatory Organization of Canada (IIROC)Branch ManagersOption Supervision
• Languages : Mandarin / Cantonese fluency is required

Work Experience :

• 3-5 years of brokerage / financial industry and or call centre experience preferably in a management or coach-type role
• Previous management / leadership experience required; excellent team leadership coaching and mentoring skills
• Proven ability in achieving sales results and able to coach service and sales attributes to team
• Strong customer service experience including a high degree of judgment / organizational skills and problem-solving skills to deal with diverse / complex customer service issues and demonstrated ability to negotiate resolutions to disputes
• Proven ability to influence and motivate others
• High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced dynamic environment
• Strong written and verbal communication skills
• Solid understanding of omni channel agents and digital environment
• Ability to take initiative in creating new processes that support and help achieve business objectives
• Demonstrated relationship building skills to ensure co-operative working relationships with team members colleagues and business partners
• Thorough knowledge of PC user programs including advanced analytics using Excel or similar programs.

Working Conditions :

The Manager works in a Contact Centre environment in which extended / non-standard operating hours are required to accommodate service level agreements. As such the Manager may be requested to work overtime during peak season and / or periods of increased volumes to meet deadlines or unplanned operating problems and some Federal / Provincial stat holidays. Working extended hour shifts may also be requested based on business needs.

Scotiabank is a leading bank in the Americas. Guided by our purpose : for every future we help our customers their families and their 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. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however only those candidates who are selected for an interview will be contacted.

Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full Time

Experience : years

Vacancy : 1

Create a job alert for this search