Senior Manager, Business Insights and Strategic Alignment, Contact Centre

Requisition ID: 209769

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Senior Manager, Business Insights and Strategic Alignment will report to the Director, Strategy, Business Insights, Communication & Engagement. This role is a key contributor in providing competitive insights to improve top client journeys and employee experience, ensuring that the Global Contact Centre strategy is aligned with the Bank's overall strategy.

The Senior Manager is responsible to work with external vendors to gather Contact Centre competitive insights and translating them into actions for operational improvements. Identify short and long-term strategic opportunities and customer-focused solutions to optimize overall service and sales effectiveness in the channel and alignment with other channels like Digital and Branches.

The Senior Manager may work independently or may be part of a cross-functional team involving individuals from digital, IT, product areas, support groups, and Canadian Banking Teams. The position requires a creative, self-starter who is results-oriented and highly motivated in both the application of knowledge and execution.

Is this role right for you? In this role, you will:

1. Competitive Insights:

• Work with external partners to gather competitive insights for the Contact Centre and translate them into actionable strategies
• Drive competitive analysis for top call drivers and key Contact Centre processes and ensure those are shared with all stakeholders within CCC and other teams within the bank for awareness and to drive change and help to prioritize high impact initiatives

2. Work in partnership with internal teams responsible for gathering Bank performance metrics via internal and external/vendor-based client surveys and identifying impacts of key trends related to targeted client experience journeys.

• Weekly Executive update
• Quarterly Insights report for Canadian Contact Centre (CCC) - Leverage CCC performance data from multiple sources to create reports on key trends and areas of opportunity for CCC executive leadership
• Competitive NPS analysis for Canadian Contact Centre (CCC)

3. Strategic Alignment:

• Ensure that the Contact Centre's strategic initiatives are aligned with the Bank's overall strategy
• Partners with the Canadian Banking teams in translating business strategies and growth plans into process and technology needs/priorities for Contact Centre.

4. Ensure that projects/process changes are cost-effective and consistent with the strategies and objectives of the CCC management team. The Senior Manager is a key contributor to the development of business requirements and implements initiatives using standard project methodology through the preparation of appropriate documentation.
5. Participate in the development of feasibility studies and be a key contributor to CCC strategies and development plans. This function requires an in-depth knowledge of all areas of CCC – Service, Sales, Specialized and Support groups.
6. Work on improving top client journeys and the employee experience. The Senior Manager interacts with multiple stakeholders to drive projects end to end and is responsible for the overall project management, KPIs, executive updates.
7. Must be an effective listener, be able to negotiate / communicate with all levels of management within the Contact Centres and other key parties. Be prepared to share knowledge and experience. Provide consultation and service as a primary resource with respect to CCC operations and procedures to various areas of the Bank where necessary.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• +7 years’ experience in the Financial Sector/Retail Banking (including Retail Channels, Products & Services)
• Knowledge of Contact Centre Operations, processes, and technology (including best in class operating/ customer experience models/technology)
• Client experience, employee experience, transformation or a related field
• Proven track record in strategy development including in-depth experience and demonstrated success in leading multi-disciplinary initiatives of varying sizes and complexity, efficiently and effectively, ensuring all elements of change are considered, understood, and managed
• Strong background and experience in project management, program and change management practices
• Highly competent and proven change agent with outstanding leadership and interpersonal skills that facilitate a positive and effective team environment at all levels of the organization
• Flexible and creative thinker with the ability to define business trade-offs, generate out-of-the-box solutions and manage uncertainty; proactively identify and solve complex problems impacting management and business direction
• Proven track record of success in a matrix organization leading and/or influencing cross-functional teams, including senior management
• Solid background in developing communications, briefings and presentations to senior executives

Some more information you might want to know:

To be successful in this position, the incumbent requires the following skills:

• Contact Centres in Canada & International
• Excellent written and verbal communication skills
• Supported Business lines: Canadian Banking & IB
• Working partners: Contact Centre Heads, Contact Centre Frontline, Fraud, Enterprise Crisis Management, Business Lines, Compliance, Legal, Technology Partners, CX, etc.
• The incumbent is expected to work independently and must act on his/her own initiative in solving problems and making decisions as related to the requirements of the job.
• Relationship builder and key role in influencing decision makers’ in-country representatives from a distance to sustain project momentum and advocacy.
• Digital champion

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto || Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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.