Director
Scotiabank
North York, ON, CA, M2H0A1
1d ago

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service.

The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community.

It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Director, Learning, Development & Communications / Operations / Tangerine

Purpose

Leads and oversees the strategy and execution of learning, development, knowledge management, and communications for Tangerine Operations globally, ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Accountabilities

  • Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Oversees Operations-wide training and sustainment for multiple operational teams including contact centers (e.g., sales, service, renewals across multiple products), e-services (e.
  • g., social media, digital channels), mid and back-office (e.g., automation, digitization), quality assurance / monitoring, reporting / analytics, operations agile squads, and leadership / management.

  • Ensures that all New Hire and Upskilling classes are performing at full efficiency within 90 days of training completion and provide sustainment training for all customer-facing roles.
  • Delivers a leading customer experience and deepens relationships with customers across all channels through efficient internal measures and controls, including agent & facilitator scorecards, productivity metrics, improvement on NPS results, and reduction in compliance related infractions.
  • Facilitates development sessions for leadership and management teams, and acts as a roadmap owner / facilitator for the People plan within Operations.
  • Provides a holistic view of training and output on performance, connecting with BNS and GBS to align resources and set the direction for strong performance.
  • Leads the AI project and transformation of a Knowledge management cloud based solution for employees and customers, which houses policy, process, learning material, product information, product disclosures, Terms and Conditions, and Bank-wide protocols.
  • Works with BNS, Vendors and IT on AI solution.

  • Manages and curates all communications and employee engagement activities for Operations, including training flashes, project updates, employee contests & campaign, announcements, responds to SPARK ideas etc.
  • Owns the playbook and ensures its updated using the latest training techniques and knowledge management systems.
  • Works closely and collaborates with Operations Leadership to build programs that will encourage and inspire a high level of performance.
  • Builds inter-departmental relationships and works closely with internal and external partners to ensure Operational requirements are understood and accounted for in systems and process planning, design, content and development.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Creates an environment in which his / her team pursues effective and efficient operations of his / her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML / ATF / sanctions and conduct risk.
  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours;
  • communicating vison / values / business strategy; and, managing succession and development planning for the team.

    Education

  • Bachelor / Masters degree in Education, Organizational Development or related discipline
  • Formal Adult Learning Designation
  • Performance consulting experience : proactively collaborates with business leaders to identify learning opportunities.
  • Conducts root cause analyses of performance issues and identifies where training adds value and where other performance solutions are required.

  • 5+ years experience in a learning and development organization supporting adult learners, with in-depth knowledge of how to deliver a high quality learning experience
  • Demonstrated knowledge of multi-channel delivery methods
  • Knowledge of professional coaching models and remote management skills
  • Minimum 7 years’ experience in contact centre operations
  • Minimum 5 years’ experience in management roles
  • Expert in project management methodologies (PMP, Agile certifications are considered an asset)
  • Ability to develop and motivate teams and individuals
  • Proficient leadership skills with ability to develop and motivate teams and individuals
  • Strong written and verbal communication skills including presentation skills
  • Strong business acumen
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