Senior Manager, Contact Centre Business Transformation

Requisition ID: 197208
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Contributes to the overall success of the Contact Centre as a Service (CCaaS) program in Canada ensuring specific individual goals, plans, and initiatives are executed/delivered in support of the team's business strategies and objectives. Ensures all deployment and integration activities conducted are in compliance with governing regulations, internal policies and procedures.

This will include working closely with the vendor and internal stakeholders to ensure a seamless transition to the new platform. In addition, change management activities will be required to support the successful implementation of the solution to improve service and sales effectiveness in the channel and the evaluation of business opportunities, development of strategies and identification of continuous improvement opportunities.

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

• Collaborate with cross-functional teams, including IT, business, and operations, to understand business requirements and define project scope, timelines, and deliverables.
• Drive short and long-term product design to support vision, strategy and execution for target customer journeys and functional capabilities to improve customer and employee experience, increase sales revenue and address regulatory and audit requirements by reducing customer and employee effort, increasing operational efficiencies and streamlining/optimizing processes.
• Lead the configuration, customization, and integration of the CCaaS solution to meet the unique needs of our organization, ensuring alignment with industry best practices and compliance standards.
• Manage the deployment process, including system testing, user training, and change management activities, to ensure a smooth transition and minimize disruption to business operations.
• Serve as the primary point of contact for internal stakeholders and external vendors throughout the implementation process, providing regular updates, addressing issues, and escalating as needed.
• Support change management activities by effectively communicating product release contents and expected product capabilities.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Conduct post-implementation reviews with users and key stakeholders to assess performance, gather feedback, and identify opportunities for optimization and enhancement.
• Develop and maintain comprehensive documentation, including project plans, process workflows, and technical specifications, to support ongoing system maintenance and troubleshooting.
• Support ongoing needs analysis to understand customer and user pain points and identify opportunities for continuous improvement.
• Stay informed about industry trends, emerging technologies, and best practices in CCaaS implementation and leverage this knowledge to drive continuous improvement and innovation.
• Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank's 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.
• Champions a high-performance environment and contributes to an inclusive work environment.

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

• 5+ years of experience implementing/managing Contact Centre as a Service (CCaaS) platforms.
• Strong understanding of CCaaS platforms and related technologies.
• Thorough knowledge of project management methodologies and business case development.
• Strong communication and interpersonal skills are required to effectively engage with stakeholders.
• Knowledge of Change Management methodologies.
• Experience in customer journey mapping and customer experience strategy.
• Experience working with the Bank's retail application systems and/or Contact Centre technology.
• Thorough knowledge of Contact Centre channels, processes, technology solutions, and Retail Products.
• Thorough knowledge of Agile principles and methodology.

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.