Bilingual ScotiaHelps Team Lead, Front End (English/French)

Requisition ID: 226916

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

The Team Lead, ScotiaHelps FE contributes to the overall success of the ScotiaHelps FE Team, ensuring specific individual goals, plans and initiatives are executed and delivered in support of the team’s business strategies and objectives. The successful candidate will primarily be responsible for leading, coaching and developing a team of ScotiaHelps FE Advisors and ensuring best-in-class customer service and performance while keeping the Bank and our customers safe.

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

• Develop a team of high-performing, subject matter experts with sound problem resolution that focuses on first contact resolution and delivering solutions for our customers.
• Provide relevant feedback and coaching during live call observations, side by side, group coaching, skill building and lesson plans
• Conduct one-on-one coaching with ScotiaHelps FE Advisors to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
• Effectively manage direct reports following performance management protocols that address any performance, attendance and conduct concerns while working with HR and ER as required.
• Effectively execute and ensure operational and management routines are followed that support employee development and performance.
• Provide a best-in-class customer experience when dealing with business partners, customers, or team members by resolving customer matters, authorizing correspondence and understanding the customers’ circumstances.
• Provide human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees.
• Collaborate with business partners on initiatives that will expeditiously protect the Bank's interests and result in optimum recovery ratios.
  
  

Skills

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

• Bilingual: French and English is required
• Expert knowledge of ScotiaHelps FE practices, policies and procedures is required.
• Thorough knowledge of Collections Policy & Procedures
• Proficiency in MOS call skill and management routines (recommended)
• Strong knowledge of providing client solutions including customer assistance tools
• Minimum of 5 years’ experience in the financial services industry.
• Demonstrate initiative, problem-solving, and decision-making within scope of responsibilities.
• Excellent time management, record keeping and strong multi-tasking abilities.
• Self-driven in creating a high-performing team and effective execution of business objectives
• Demonstrate a positive approach and collaboration with direct reports and Management Team.
• Strong leadership, coaching and people development skills.
  
  

Some More Information You Might Need To Know

• Work in a standard office-based environment including hybrid; non-standard hours are a common occurrence.
• Bilingual: French and English is required.
• Occasional traveling may be required by car or air, which may entail overnight stays.
• Working hours: Shift is 37.5 hours per week, Business hours are Monday - Friday from 7 am - 10 pm EST, Saturday from 8 am - 6 pm EST
• Location: Location: 1870 Alta Vista Drive, Ottawa OR 2201 Eglinton Avenue East, Scarborough
  
  

Location(s): Canada : Ontario : Ottawa