Manager, Channels and AI Enablement Tangerine

Requisition ID: 270059

At Tangerinewereredefining banking. As Canadas leading digital bank we thrive on innovation agility and bold thinking tackling every challenge head-on with leading technology and the unstoppable power of collaboration.

Our client-obsessed teams deliver flexible accessible banking solutions breakthrough products and award-winning service. Beyond bankingwerecommitted to making an impact in the communities we serve and across our organization. We foster a culture built on integrity inclusion and fearless ambition where diverse perspectives are valued and people are empowered to do their best work.

Are you ready to disrupt the status quo Do you crave challenges that push boundaries Ifyourea high performer looking to accelerate your career and reimagine the banking landscape this is your moment.

Letsshape the future of banking together!

What you will be doing:

Contributes to the overall success of the Operations Strategy & Enablement team by leading the delivery and continuous improvement of assisted channel (chat and voice) and AI enablement initiatives that enhance Client experience and agent effectiveness. Ensures channel strategies operational plans and AI-powered enhancements are executed with strong governance and delivered in compliance with governing regulations and internal policies and procedures.

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

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships systems and knowledge.
• Manage AI-enabled assisted-channel solutions (e.g. agent assist conversational AI knowledge search) by monitoring model outputs recommendation accuracy and knowledge surfacing to ensure safe compliant high-quality performance.
• Establish feedback loops with business partners to continuously improve AI models content and recommendations and partner with Technology to tune enhance and deploy new capabilities.
• Enable contact centre performance by ensuring agents have effective tools real-time guidance and relevant knowledge; use agent feedback to remove friction points improve workflow and usability and drive adoption to increase productivity and reduce handling time.
• Optimize chat/voice journeys and AI performance to improve Client experience increase containment and raise First Contact Resolution (FCR); track key KPIs (FCR CSAT AI accuracy) and drive prioritized enhancements.
• Partner with Operations Technology Product Risk and CX to translate business needs into integrated channel and AI enablement improvements ensuring governance risk controls and quality standards are embedded in day-to-day delivery and change execution.
• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships systems and knowledge.
• Monitors and optimizes AI-enabled channel performance (e.g. agent assist chatbots knowledge search) by partnering with Operations Technology Product and CX to translate data feedback and controls into enhancements that improve Client experience First Contact Resolution (FCR) containment/deflection customer effort and quality.
• Leads cross-functional delivery by defining business requirements and acceptance criteria coordinating testing and release readiness and ensuring appropriate governance (risk privacy security IAM vendor management) is embedded into channel and AI changes.
• Understand how the Banks risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabanks Values its Code of Conduct and the Global Sales Principles while ensuring the adequacy adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational compliance AML/ATF/sanctions and conduct risk.
• Builds a high-performance environment and implements a people strategy that attracts retains develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; 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 - Wed love to work with you if you have:

• University degree (or equivalent experience) in business technology analytics or a related field.
• 7 years of experience in contact centre operations digital channels product/ops enablement or related roles (banking experience preferred).
• Experience delivering channel enhancements and/or AI-enabled tools (e.g. chatbots agent assist knowledge search) including requirements testing rollout and performance monitoring or having played a leadership role in delivering transformational and organizational change with strong links to technology and innovation.
• Strong analytical and problem-solving skills with experience using KPIs to identify issues and prioritize improvements.

Whats 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 support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits.
• You belong here and we are equal and uncomplicated. Bring your true self to work dress codes dont apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process please let our Recruitment team know.