Requisition ID: 209183
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Responsible for developing, implementing and managing inbound and outbound operational sales strategies and support to maximize Contact Centre revenue. This responsibility includes, but is not limited to, management of campaigns and always on sales opportunities across all impacted inbound/outbound sales flows, operational processes, lead management, systems, workflows and workload distribution across impacted teams.

In addition, you will be responsible for managing Contact Centre's Third Party Vendor relationships, including optimizing revenue and customer experience, establishing and overseeing contractual obligations, budget management, invoicing, governance, management of VISTA activities, and Third Party adherence to Service Levels in accordance with governing regulations, internal policies and procedures.

Is This Role Right for You? In this role, you will:

• Develop, implement and manage operational sales strategies and tactics to drive increased efficiencies, improved customer experiences and incremental revenue.
• Provide support for all sales-related operational requests, including regulatory, audit, and compliance requests (Sales Practices, CRTC, OSFI, FCAC, FATCA, Audit & Compliance) and oversees/minimizes sales operational issues.
• Responsible for defining and managing outbound workload distribution across impacted teams within Contact Centre to maximize capacity and performance and minimize costs.

Responsible for developing and supporting campaign strategies and operations:

• Work with key retail bank partners, including marketing/advertising, product lines and technology, in all stages of campaign planning to ensure appropriate focus, prioritization and optimization of customer experience/need at the Contact Centre.
• Work with marketing and business line to align on approach and implementation strategies for recurring campaigns, new campaigns and always on campaigns across impacted Contact Centre teams (Inbound Sales and Service, Outbound Sales and Third Party Vendors)
• Manage outbound sales strategy to maximize productivity and revenue in accordance with Global Sales Practices.

Responsible for overseeing and optimizing Third Party Vendor relationships at the CBCC by:

• Drive effective performance management at the Third Party Vendor(s), ensuring performance is maximized while cost and risk to the Bank are minimized.
• Lead TPV contract negotiations in partnership with Legal and Procurement as well as any required amendments, as applicable.
• Maintain regulatory, TPRM, and governance processes as outlined in VISTA Leads applicable supplier contracts as well as any amendments required to support Third Party Vendors (ex. Customer Experience Metrics such as SQM provided by an outsourced supplier).
• Support management of an effective audit program over third party contractual obligations
• Lead the optimization, documentation, and tracking of all processes required to run TPV's for the CBCC including but not limited to the following: Invoicing, operational support, penalty collection, elearning tracking, call monitoring, resource agreement process, VISTA annual requirements, technology inventory, regulatory obligations (ex. AML Name Screening).
• Lead and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Understands how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively 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.
• Champion 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.

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

• Bachelor's degree required / MBA or other advanced degree preferred with a minimum of 5 years of relevant experience.
• Solid understanding of Contact Centre Operations, especially where revenue is generated in the Contact Centre today
• Effective and proven leadership, relationship building, strategic influencing and change leadership skills are essential. The incumbent is required to function independently.
• Understanding of Third Party Vendor relationships is an asset5-10 years of Financial Services / Retail Banking experience.
• Above average organizational and motivational skills to effectively lead and resolve issues within strict time frames while adhering to Bank policies.
• Sound knowledge of the Bank's retail credit products and the Bank's Regulatory and Compliance requirements as they relate to sales and service processes, including Privacy, Anti-Money Laundering
• (AML)/Anti-Terrorist Financing; and Know your Customer (KYC) requirements, Global Sales Principles.
• Expert communication and interpersonal skills are necessary for professional interactions with partners and business lines to ensure a high level of credibility.
• Ability to deal effectively with customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department.

What's in it for you?

• A rewarding career path with diverse opportunities for professional development.
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience.
• A competitive compensation and benefits package.
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.

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.