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The Manager, Customer Solutions - Sales is responsible for leading a team of approximately 15 employees subject matter experts, with sound problem resolution skills, handling live customer calls.
The Manager’s primary focus will be to coach a team of Retail Banking Officers and act as the first line of contact for RBOs, ensuring they are customer-
focused, high performing teams that deliver excellent customer experiences and drive change and innovation. Approximately 80% of the Manager’s time is spent on Coaching.
The Manager is responsible to provide coaching, direct leadership, expertise and guidance to the RBOs as it relates to customer service behaviors, product knowledge, process and policy support and system functionality.
1. Superior leadership and coaching to motivate and develop individual RBO performance on the sales team by :
Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their RBOs to be knowledgeable, confident agents that focus on first contact resolution and deliver on personalized advice and solutions for our customers.
Ensuring all RBOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives.
The Manager is also responsbile for preparing RBO PAR commentary and one-on-one delivery discussions.
Engaging in coaching as an ongoing observational activity with RBOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
Reviewing RBO customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions.
Regularly scheduling one-on-one coaching with RBOs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality
Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required.
Ensuring employee development is a priority for RBOs through regular development discussions.
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.
Identifying, delivering and supporting training and developmental needs of team members
Leading team meetings to acknowledge positive results, providing regular recognition of the RBOs for delivering exceptional customer experencies, and to communicate the team’s focus.
Support new RBOs with on-boarding and transition from training to the floor.
Driving the internal communication process by ensuring the RBOs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy.
In addition, any 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.
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.
Building effective working relationships across the team and with various business lines and corporate functions.
2. Actively promote the delivery and achievement of industry leading customer service by :
Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year CCC strategy.
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 RBOs, 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 Senior Manager and the Director.
Acting as a change agent, leading, motivating and supporting RBOs through changes
Ensuring that every customer experience is consistent with the CCC service standards and providing value-add customer service through leading by example.
Proactively identifying trends among team related to customer satisfaction / retention, RBO’s knowledge, productivity, etc.
and bringing forward to the Senior Manager with recommendations.
Actively reviewing the CMS and Verint for short, medium and long calls to improve efficiency.
3. Contributes to the maximization of the Contact Centre efficiency by :
Ensuring that all targets are met or exceeded, by him / herself and RBOs, as assigned
Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Code of Conduct and any supplemental guidelines or codes of conduct applicable to the CCC.
Ensuring team members are familiar with the Business Continuity Plan and responsible for enacting plan, when required.
Overall accountable for payroll activities (eg. time in lieu, holiday pay, shift premiums and over time).
Education / Work experience / Designations
Post-secondary education in business or other related disciplines is an asset
Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services
3-5 years of industry experience preferably in a management or coach-type role
Previous management / leadership experience required; excellent team leadership, strong coaching and mentoring skills
Thorough sales skills in attaining aggressive sales targets
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
Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must.
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
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
Bilingual (French / English or Cantonese & Mandarin / English) is considered an asset