Vice President, Centralized Operations & Governance, Global Contact Centres

Requisition ID: 184440

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Purpose

The VP, Contact Centre Centralized Operations & Governance (The VP), provides strategic direction, leadership and oversight of Global Contact Centre operations, ensuring consistent customer first service, supporting business growth grounded in strong sales discipline, and driving performance improvement to

deliver better customer and employee experience.

The VP provides day-to-day operational governance and support for all contact centres, which are virtually connected for active BCP/overflow, and works closely with contact centre senior management in the planning, readiness and deployment of new strategies focused on improving customer experience and sales results. This is achieved through continual improvement and reinforcement of the global service and sales discipline, workforce management strategy, quality assurance standards, process improvement discipline, total compensation design, and frontline engagement strategy.

Furthermore, the VP is directly responsible for sales strategy, operational readiness, frontline change management and quality assurance monitoring for Canadian Banking. The VP will be the executive lead working with the Canadian Banking Retail team.

Success is measured by the centres’ ability to provide high quality customer service, while meeting Service Level Agreements (SLA), improving customer interaction performance and increasing productivity.

Accountabilities

• Leads and drives a customer-first service culture globally to deepen customer relationships, leveraging broader Bank relationships, systems and knowledge.
• Leads standardization and continuous improvement of workforce management, performance management, total reward and career progression strategy, and operational effectiveness disciplines globally:
  • identifies opportunities and develops key strategies to enhance the contact centre operating model in support of customers’ evolving needs;
  • optimizes model with a focus on central support functions, customer response teams (generalist / specialist), sales teams (inbound / blended), BCP, customer insights, process, and total compensation model;
  • ensures that contact centres utilize best-in-class performance management and operational effectiveness disciplines that drive sustainable sales and customer experience results;
  • identifies, analyzes and communicates workforce management insights that serve as a catalyst for change by helping contact centre management make informed decisions about their workforce (e.g. turnover, span of control, headcount demographics, staffing efficiencies, BCP requirements and opportunities);
  • design and continuously improve total reward and career progression strategy
  • collaborates with contact centre leadership teams to implement new efficiency strategies and programs to reduce operating costs; and
  • expands functional scope and capability of IB Centralized Workforce Management and Speech Analytics support teams, ensuring that contact centers are being provided optimal support for WFM planning, forecasting, scheduling, real-time management, speech analytics and quality management (NPS).

• Leads and oversees analytics, performance measurement, financial planning and communication strategy for the Contact Centres globally.
  • With oversight of operating budgets, this position ensures business strategies, plans and initiatives conform to applicable governing regulations, internal policies and procedures.
  • Leads the planning and analytics Contact Centre team to provide effective business line planning and ensure timely information flow to Canada and the countries.
  • Leads the MIS and reporting strategy to assure timely and accurate information is provided to the Contact Centres.
  • Owns the development of a global communications framework, which includes setting the vision, and execution of a multi-pronged communication & engagement strategy to ensure proper communication alignment exists within the Contact Centres, Canada and the countries.

• Contributes to the Bank’s strategy of delivering value-added services (easy for our customers to do business) and providing the right advice and solutions, aligned with business partners’ goals, by pursuing strategies to increase customer satisfaction, leading contact centre business development and increasing sales productivity by:
  • improving and growing business line relationships to expand scope of existing services and enhance customer experience;
  • supporting contact centre growth by focusing on sales priorities and critical actions;
  • driving performance through effective management of sales programs, sales disciplines and operational sales effectiveness; and
  • providing guidance and support to contact centres around campaign management, retention and loyalty programs.

• Leads and be directly responsible for Canadian Banking sales strategy, operational readiness, change management and Quality Assurance monitoring, collaborating and partnering closely with VP, CBCC Operations
  • Proactively working with CB Retail team and CBCC frontline leaders to develop and implement Contact Centre sales strategy to deepen customer relationships through value-add advice/services. Establish a robust sales practice discipline with appropriate controls to minimize conduct risks and update our policies/processes as regulations evolve. Develops and tracks revenue growth KPIs, benchmark against competitive positioning and incorporates industry trends supporting a customer’s evolving demands and higher performance
  • Accountable for the overall management, planning and business execution of Canadian Banking Business Line sponsored projects and initiatives within the Canadian Banking Contact Centre Network. Advocate for the customer experience, from the lens of the Contact Centre and Global Operations, as new products, services, or policies/process is introduced. Act as the primary contact for CB Retail partners. Ensure Contact Centre is operationally ready, and our frontline is adequately equipped to support service/product changes
  • Leads the identification of opportunities to improve productivity and operational efficiencies within the Canada Contact Centre front-line. Ensuring there is a strong change management business operating structure/process in place for effective delivery of change to front-line and customers
  • Manage a robust call monitoring and quality assurance program for CB Contact Centres

• Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

Education and Experience

• University degree required or extensive related work experience in Financial Services (including sales and service management best practices)
• Fluency in Spanish is considered an asset
• Knowledge of labour laws, regulations, policies, practices across all international markets for cross-border servicing
• Good understanding of the Bank’s business plans and objectives
• Expert knowledge of sales management and cross-sell activities and techniques
• Expert knowledge of contact centre metrics, Work Force Management (WFM), call forecasting and staffing requirement models
• Thorough knowledge of Retail and Small business products and services, including supporting systems, routines and operating procedures
• Working knowledge of products and services offered by all delivery channels, including the Branch network, specialized sales forces and self-serve delivery channels (i.e. online/mobile banking, ATMs)
• Thorough knowledge of WFM automation and CMS reporting
• Expert knowledge of WFM design, process and intraday management principles
• Thorough knowledge of Speech Analytics and business intelligence process
• Thorough knowledge of CRM platform, Dialer applications and management reports
• Expertise on NPS program, reporting and administration
• Thorough knowledge of HR and performance management practices
• Highly skilled leader with extensive experience leading large teams
• Moderate domestic and international travel required.

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. 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.

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