Manager Design, Strategic Initiatives

Requisition ID: 209835

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

About the role:

The Manager, Strategic Initiatives in the Global Contact Centre, will contribute to the overall success of the Contact Centre by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures to provide SME expertise on all design and deployment activities conducted are in compliance with governing regulations, internal policies and procedures. Initiatives largely involve technology implementations or improvements that will transform or optimize the customer and advisor experience.

You must be able to cultivate strong relationships across key business partners and/or vendors in support of goals, as well as ensure a consistent customer and employee experience framework is in place to build and deliver optimal solutions. Gathering and documentation of business requirements is required as is documenting current state and future state outcomes, along with close partnership between technical and change management teams to ensure seamless preparedness and execution.

In this role you will:

• Manages and supports with business case development including understanding and including costs, business benefits and managing key metrics and reporting during the initial project stage
• Manages and supports with existing vendor contractual arrangements
• Drives the formulation and documentation of project specific business requirements as required
• Collaborate with cross-functional teams, including IT, business, and operations, to understand business requirements and define project scope, timelines, and deliverables.
• Support the deployment process, including system testing, user training, and change management activities, to ensure a smooth transition and minimize disruption to business operations.
• Serve as the key point of contact for internal stakeholders and external vendors throughout the implementation process, providing regular updates, addressing issues, and escalating as needed.
• Support change management activities by effectively communicating product release contents and expected product capabilities.
• Conduct post-implementation reviews with users and key stakeholders to assess performance, gather feedback, and identify opportunities for optimization and enhancement.
• Develop and maintain comprehensive documentation, including project plans, process workflows, and technical specifications, to support ongoing system maintenance and troubleshooting.
• Support ongoing needs analysis to understand customer and user pain points and identify opportunities for continuous improvement.
• 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.

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

• 2+ years of experience in Contact Centres Business/Technology
• Strong understanding of Contact Centre technologies and success measurements
• Undergraduate in business, or equivalent experience in related business with demonstrated abilities to change, optimize an operations function
• Knowledge of strategic, business and project planning processes
• Experience in customer/employee journey mapping/experience design
• Strong analytical and problem-solving skills and ability to ‘connect the dots’ across projects
• A strong ability to develop creative and innovative solutions (“think outside the box”)
• Knowledge of project management methodologies and business case development
• Thorough knowledge of Contact Centre channel, processes, technology solutions and Retail Products
• Strong relationship and collaboration skills to work across multi-partners
• Expert knowledge of Microsoft PowerPoint, and preparing executive level presentations
• Bilingual – English, Spanish considered and asset

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited/moderate/extensive travel domestically/internationally/globally

Location(s): Canada : Ontario : Toronto

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.