Requisition ID : 88143
Cost Centre : RETAIL SERVICE CENTRE - STRATFORD
Employee Referral Program Potential Reward :
We are committed to investing in our employees and helping you continue your career at Scotiabank.
The Assistant Manager is responsible for managing the unit to maximize unit productivity and ensuring service levels are maintained and are consistent with OneTeam OneGoal values and Complaint Resolution Standards.
This is achieved by maintaining an in-depth knowledge of the mortgage products, policy, processes and systems. Providing leadership / guidance to a team of administrative staff and certifying the unit’s performance (e.
g. accuracy, timeliness and efficiency of work processed) is in adherence to Bank policies and procedures. The Assistant Manager is also responsible for fostering an environment of service excellence and for supporting the development of employees and facilitating the implementation of changes that impact the unit.
1. Manage the quality and efficiency of unit operations and processing by :
Completing all required management reviews, tracking results and effectively resolving issues
Leading the day to day oversight of workloads, staffing & unexpected issues to ensure stability of processing
Proactively managing workloads and staffing levels by planning, coordinating, assigning and monitoring,
Completing daily and periodic management controls
Recommending and implementing corrective measures to prevent recurrence of errors / problem situations
Communicating policy, program and process changes and ensuring successful implementation
Establishing benchmarks and leading the analysis of appropriate tracking and trending to monitor accuracy, timeliness, compliance, efficiency (and improvement if required)
Implementing changes to the operating procedures, processes and systems to increase efficiency and meet Bank requirements
Managing testing to ensure compliance to changes implemented and preventing process creep
Reporting immediately any unusual occurrences or irregular or fraudulent activity, deficiencies, and trends to senior management or other business partners as appropriate for resolution
Reviewing general correspondence, returns and reports to ensure accuracy
2. Lead the delivery of customer service and / or service improvement initiatives within the unit by;
Proactively recommending and implementing new ways to improve level of service / support provided by the unit
Monitoring for quality assurance in the work performed & resolving issues identified
Leading team to achieve established service levels agreements and turn around times
Supporting other units in response to business volume fluctuations and unexpected events
Partnering with the branches & other business partners to deliver excellence in customer experiences
Planning and leading service meetings and skill building sessions
Leveraging the tools and best practices to ensure the unit delivers excellence in customer service
Ensuring all communications from the team are professional, customer centric, clear and concise
Managing the expedient notification of processing delays to senior management, branches or other Bank departments as appropriate
Escalating matters without precedent for resolution, which may include participation in meetings with other stakeholders to establish new policy or procedures
Maintaining the confidentiality of customer information
3. Contribute to the development and achievement of the unit’s short and long term business plan by :
Actively providing input to the business planning exercise
Providing recommendations for staffing and expenses
Operating within assigned budgets
Providing recommendations for opportunities for service, cost and process improvements and implementing across the unit where necessary
Supporting business initiatives & managing the execution of business initiatives related to the unit.
Maintaining tracking, trending and analysis to support business requirement requests (e.g. equipment, workload & vacation overrun staffing for peak periods)
Monitoring and tracking the unit’s contributions to goal and objective achievements
Participating in cross functional committees
4. Lead and develop the unit team members by :
Providing direction, guidance and support to team members
Establishing and monitoring goals for direct reports
Conducting coaching sessions and performance assessments
Recognizing and rewarding success and managing non-performance
Effectively planning for training and cross training of employees
Developing and obtaining agreement on individualized development plans for all direct reports and team members
Creating an environment of healthy and effective communication
Effectively using the tools and best practices to create a positive work environment (e.g. Viewpoint, Applause)
Recruiting, hiring and promoting team members in accordance with standard Bank policies
Bachelor’s degree from an accredited institution and / or a minimum of 3 5 years of relevant working experience
Previous supervisory / management experience is required
Location(s) : Canada : Ontario : Stratford
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries.
Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.
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.