Scotiabank
Manager of Customer Service Operations
Job Description
Join Scotiabank as the Manager of Customer Service Operations in Montreal, Quebec, where you will develop high-performing teams. Engage CSRs and Investment Representatives while ensuring an outstanding customer experience.
In this managerial role, you will be responsible for leadership and coaching, enforcing compliance with policies and service standards, and guiding your team through challenges. You’ll also enhance call center efficiency and address any operational hurdles, all while fostering a positive workplace culture. This position requires both strategic oversight and hands-on engagement with your team and customers alike.
Key Responsibilities:
• Set and monitor annual performance objectives for team
• Ensure compliance with regulations and service standards
• Resolve customer issues and escalate as necessary
• Conduct regular one-on-one coaching sessions
• Oversee team training and onboarding processes
Requirements:
• 3-5 years of managerial experien...
In this managerial role, you will be responsible for leadership and coaching, enforcing compliance with policies and service standards, and guiding your team through challenges. You’ll also enhance call center efficiency and address any operational hurdles, all while fostering a positive workplace culture. This position requires both strategic oversight and hands-on engagement with your team and customers alike.
Key Responsibilities:
• Set and monitor annual performance objectives for team
• Ensure compliance with regulations and service standards
• Resolve customer issues and escalate as necessary
• Conduct regular one-on-one coaching sessions
• Oversee team training and onboarding processes
Requirements:
• 3-5 years of managerial experien...