Assistant Manager
Assistant Manager
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Job Description
Requisition ID: 234053
We are committed to investing in our employees and helping you continue your career at Scotiabank.
Scotiabank is on an exciting journey to expand its customer loyalty program and deliver more value to customers. This role will lead flawless execution of offer campaigns manage customer escalations relating to loyalty points and drive strategic initiatives with various business partners to improve operating efficiencies and support the evolution of Scene program.
This role will contribute to the overall success of the Loyalty and Partnerships team in Canada which involves program monitoring managing customer escalations supporting with Fraud monitoring and campaign management. As well it ensures all activities conducted follow governing regulations internal policies and procedures assist stakeholders as needed for project initiatives and account remediation.
Is this role right for you In this role you will:
Manage customer escalations from internal and external (Scene CC) partners. This involves managing a general mailbox answering inquiries from internal/external partners.
Manage escalations related to fraud redemptions as required.
Be empowered to fulfilling points adjustments as part of remediating customer escalations up to a certain threshold.
Be the day-to-day point of contact for business line Scene escalations.
Support campaign management as required managing internal and external (Scene CC) campaign concerns including points fulfilment as necessary.
Manage the comprehensive production of cards testing validation and monitoring to ensure the product parameters are fulfilled from CX experience on Scene program.
Streamline end-to-end fulfillment and delivery of Scene Promo Codes to internal stakeholders; updates to be shared with Loyalty and Partnership Finance operations to ensure points are correctly billed.
Invoice management support as required including intake approval and ensuring accurate financial transactions within protocols and invoice payment timeline.
Work with Loyalty and Operations as required to create FAQs identify themes through customer escalations prepare and review training material from customer facing channels.
Assist with Issue Management concerns ensuring proper customer remediation is completed based on outcomes from Issue Management forums.
Analyze and develop recommendations for process improvements with focus on improving the customer experience and customer journey.
Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships systems and knowledge.
Understand how the Banks risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursue effective and efficient operations of his/her respective areas while ensuring the adequacy adherence to and effectiveness of day-to-day business controls 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.
Do you have the skills that will enable you to succeed in this role Wed love to work with you if you have:
Bachelors degree preferably in a business economics finance or a related field
Preferably 1-2 years of experience in a role of similar responsibility
Strategic thinker with strong analytical skills
Strong organizational skills time management and ability to set priorities
Strong communication (verbal and written) and interpersonal skills
High degree of accuracy and thoroughness
Ability to work independently and as a team
Expertise with Microsoft Office Suite including Excel PowerPoint and PowerBI
Whats in it for you
- The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
- A competitive compensation and benefits package.
- An organization committed to making a difference in our communities for you and our clients.
- You can expect to be recognized and rewarded for high-performance. Youll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
- Youll receive clear transparent criteria to progress in your career.
Working Conditions
- This role is located in our downtown Toronto ON office location. Non-standard hours may be required to meet business objectives.
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.
Note: All postings in will remain live for a minimum of 5 days.
Required Experience:
Manager
Employment Type
Full Time
