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senior accounts manager - banking, credit and investment
Title posted on CareerBeacon - Senior Manager, Business Insights and Strategic Alignment, Contact Centre
Posted on October 30, 2024 by Employer details Scotiabank
Job details
Requisition ID: 209769Join 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: 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 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) 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. 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. 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. 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. 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,- LocationToronto, ON
- Workplace information On site
- SalaryNot available
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source CareerBeacon #2120993
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