Posted: Tuesday, August 22, 2017 3:28 PM
Requisition ID: 569
Location(s): Canada : Ontario : Scarborough
Join the Global Community of Scotiabankers to help customers become better off.
Purpose of Job:
The Senior Manager, National Operations acts as the primary relationship manager for the CCC Service, Sales and Specialized franchise in Canada and for the Canada Support teams in Mexico and Colombia, to recommend strategic operational decisions that create efficiency and improve the customer and employee experience, in a 24/7 environment. As a member of the National Operations team the Senior Manager is responsible for running the day:to:day operations by investigating, escalating, resolving and communicating product, system and procedural issues that arise, impacting the customer experience. The Senior Manager is the first point of contact for technology and application support, real estate, business continuity planning and custodial functions as they relate to the day:to:day operations of the CCC. The Senior Manager leads the team to provide a superior level of support for the customer experience through effective management of the Net Promoter System (NPS) program, Customer Concerns, the Monetary review and case management processes and customer and employee feedback gathered through multiple channels.
The Senior Manager provides channel support and incident escalation and management for: Scotia OnLine, Mobile Banking, Point of Sale, ABM, Branches, Social Media, Click to Chat and Email. As part of the bank's Crisis Communication team, the Senior Manager has a key role in assessing the nature and severity of the issue impacting customers in order to effectively recommend the appropriate technical and/or process:related solution to manage the incident through to resolution.
:Act as the primary Relationship Manager for the Sales, Services, Specialized and Operations Management teams nationally:
Represents the needs of the CCC Management team in Canada, Colombia and Mexico to find
:innovative solutions to operational challenges that are systemic or arise due to an emerging business need.
:Assess current operational processes and make strategic recommendations for improvements through policy, process or system enhancements.
:Gain buy:in for recommendations from the Senior Management team to implement operational improvements.
:Leverage relationships with the CCC Projects and Process Improvements and IT and S teams to ensure seamless integration.
:Act as the first point of contact for the Client Centre Technology team as well as the Business Lines seeking operational support and feedback for operational issues and new campaigns and initiatives.
:Lead an integrated national Voice of the Customer program (Net Promoter System, Team Voice, Office of the President, Ideas in Action, CCC/Branch Partnerships) to deliver strategic benefits for the CCC:
:Leverage customer feedback gathered from multiple sources to proactively identify areas of opportunity that will drive the greatest benefit for the customer experience; create a mechanism to share key insights and subsequent action plans with the CCC Senior Leadership team and Business Lines partners.
:Provide key insights driven out of the NPS analysis process to determine how to best improve First Call Resolution and overall Customer Satisfaction.
:Share inner loop recommendations with the CCC Leadership team and outer loop issues with the Customer Experience team for prioritization and resolution.
:Lead/monitor the administration (maintenance, Portal access) of the Net Promoter System process as required.
:Work with CCC Projects and Business Lines to prioritize and recommend policy, process and technology changes to improve the customer experience.
:Maintain oversight on operational policies/procedures to ensure consistency and adherence to support an excellent customer experience:
:Lead the identification and resolution of system
• Location: Toronto
• Post ID: 85165918 toronto