Bilingual Frontline Manager (French), Everyday Banking - Tangerine

Requisition ID: 232174

Tangerine is Canadas leading direct bank. We offer flexible and accessible banking options innovative products and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities and that includes our own internal community. Its important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Purpose

Leads and oversees Service & Sales in Canada ensuring business strategies plans and initiatives are executed / delivered in compliance with governing regulations internal policies and procedures.

What Youll Do

• Leads and drives a customer focused culture throughout their team to deepen Client relationships and leverage broader Bank relationships systems and knowledge.
• Lead a team of 15-20 Agents to achieve/exceed sales and customer satisfaction results to provide an outstanding Client and visitor experience
• Responsible for the development coaching and performance management of Associates within the team specific to these areas: Sales productivity and overall customer experience
• Provide Sales forecasts to the Leadership Team that have an accuracy -/ 10% based on monthly goals
• Utilize Quality Monitoring techniques and any supporting data to coach and support excellent Associate performance and assist in the ongoing needs analysis of the development of Associates
• Support team by way of technical and procedural knowledge as well as the handling of escalations and customer complaints
• Motivate team and inspire the team to provide an exciting educational and rewarding work environment
• Work closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency of message across all teams
• Manage individual team and shared team budget components
• Responsible for leadership and stewardship of Tangerine policies and goals and adherence to the same
• Spend a minimum of 1.0 hour each month taking calls for the purpose of staying close to Client feedback
• Collaborate with Workforce Management to ensure service levels are achieved
• Ensure awareness and compliance to the Business Continuity Planning (BCP) procedures
• Share the Management On Duty (MOD) responsibility with the peer group and provide floor support when necessary
• Hire and terminate Associates as required
• Understand how the Banks risk appetite and risk culture should be considered in day-to-day activities and decisions
• Creates an environment in which his/her team pursues effective and efficient operations of his/her 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 behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.

What Youll Bring:

• University or College Degree
• Minimum 3-5 years of work related experience preferably in Financial Services
• Minimum 2 years of leadership experience
• Banking Canadian Securities and/or Investment Funds in Canada courses is an asset
• Knowledge of Tangerine products systems policies and procedures is an asset
• Positive approach to change and personal development
• Demonstrated performance as a role model for Senior Associate level
• Bilingualism (French/English) is an asset
• Excellent analytic organization and problem resolution skills
• Proficiency in PC software MS Office Suite
• Proven ability to motivate and build high performing teams
• Demonstrated ability to use tools and techniques to effectively support departmental initiatives
• Ability to resolve customer issues with a focus on improving overall customer satisfaction
• Ability to multi-task in a fast-paced environment
• Excellent communication skills

Working Conditions

• Work in a standard office-bsed environment; non-standard hours are a common occurrence.
• Limited travel domestically.
• This is a evening manager position supporting the contact centre with shift start times between 2:00 pm and 4:00 pm

Interested
If your experience is closely related but doesnt align perfectly with every qualification we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!

At Scotiabank every employee is empowered to reach their fullest potential respected for who they are and embraced for their differences. Thats why we work to grow and diversify talent and engage employees in a performance-oriented culture.

Whats in it for you
Scotiabank wants you to be able to bring your best self to work and life every day. With a focus on holistic well-being our many flexible benefit programs are designed to help support your unique family financial physical mental and social health needs.

Location(s): Canada : New Brunswick : Moncton

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.