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Senior Manager, Everyday Banking - Contact Centre (Moncton, New Brunswick) - TangerineTangerine • Moncton, NB, CA
Senior Manager, Everyday Banking - Contact Centre (Moncton, New Brunswick) - Tangerine

Senior Manager, Everyday Banking - Contact Centre (Moncton, New Brunswick) - Tangerine

Tangerine • Moncton, NB, CA
30+ days ago
Job type
  • Permanent
Job description

Is this role right for you?

In this role, you will:
  • Lead and drive a customer focused culture throughout their team to deepen Client relationships and leverage broader Bank relationships, systems and knowledge.
  • Provide leadership input and direction into overall strategy and tactics for resource and performance management programs in the department.
  • Set and maintain performance standards for quality of service delivery and productivity.
  • Ensure that the Client experience and sales goals of the department are achieved through delivery of service levels and development of high performing teams.
  • Lead or participate in key corporate projects that drive improvement to systems, products or processes, maximizing the effectiveness of the department by maintaining high service levels and controlling costs.
  • Establish and enforce standards to ensure regulatory and internal control compliance.
  • Responsible for leadership and stewardship of Company policies and goals and adherence to the same.
  • Motivate teams and foster a positive work environment.
  • Develop and manage the department’s MTP to ensure fiscal goals are achieved and provide monthly reporting on variances.
  • Develop and manage effective business relationships with all corporate departments to ensure a consistent high level of performance and constant improvement in the Operations department.
  • Manage multiple projects within a diverse Business Continuance Plan (BCP).
  • Assist Head of Sales and Service Moncton as required.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

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

  • University or College Degree or equivalent work experience
  • 5+ years of contact centre experience including 2-3 years of people leadership experience
  • Banking, Canadian Securities and/or Investment Funds in Canada courses are an asset
  • Experience in successfully leading high performing teams
  • Excellent process management skills
  • Excellent analytic and problem resolution skills
  • Ability to resolve customer issues with a focus on improving overall customer satisfaction
  • Ability to establish and sustain strong working relationships throughout the bank
  • Ability to provide recommendations and implement solutions to maximize the effectiveness of the department and other areas of the bank
  • Proven ability to motivate and build high performing teams
  • Excellent written and verbal communication skills

What's in it for you?

  • You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
  • You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
  • You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
  • You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
  • You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

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Senior Manager, Everyday Banking - Contact Centre (Moncton, New Brunswick) - Tangerine • Moncton, NB, CA

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