Senior Manager, Development (Pega)

Requisition ID : 250114

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

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

We are looking for a Senior Manager of Development to join our Canadian Contact Center Platform (Pega CRM) Intake team – we develop technology that powers the Canadian Experience Center (CEC) business line. Pega CRM Interfaces with 240+ services across the floor of the bank servicing 16+ business line areas.  Our team is a high-performing agile team delivering changes on time, on budget with high quality.

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

• Management and delivery for the portfolio of funded Intakes focused on Pega CRM, service integration and agent-customer centric priorities.
• Integrate Genesys AI capabilities to drive better client experience coupled with reduced agent average handle time (AHT)
• Incorporate modern technologies and best practices to improve throughput (Pega Blueprint).
• Responsible for estimation and tracking of all submitted Intakes.
• Responsible for the design, architecture, roadmap, cost tracking and successful implementation of effective and quality solutions for all funded Intakes.
• Effectively manage a team of technical professionals by setting performance expectations, monitoring performance, and providing technical guidance and coaching. This includes leading the recruitment of talent and building high-performing teams.
• Lead and drive a customer focused culture to influence a client-centered design culture and to deepen relationships with business stakeholders and leverage broader bank relationships, systems, processes and knowledge.
• The role requires interaction with business and technology leadership, consequently effective communications commensurate with the audience and the ability to promote an idea and gain consensus is critical.

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

What's in it for you?

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