Client Service Lead, Private Banking Ottawa Full-time Job1 month ago - Customer Services - Ottawa - 37 views
Purpose of the Job
As a leader of the client service team the incumbent is responsible for contributing to the overall success of the Private Banking branch, while sustaining overall Branch operational efficiency and effectiveness. This includes meeting individual and team customer services targets, as well as other objectives related to customer service, human resource management, coaching and employee development, compliance and operational effectiveness. As a Client Service Leader, the incumbent will provide direction to team members in a manner consistent with the overall Private Banking strategy of developing a client-focused culture.
1. Client Experience Lead the delivery of excellent customer service and support the promotion of Bank services by: Ensuring that all employees and activities are aligned to be customer-focusedDemonstrating and coaching to the Service Basics during and after customer interactions and providing transaction authorizations and review as required.Ensuring every customer experience is consistent with Scotiabank's service standards and customer concerns are resolved quickly and efficientlyMonitoring work schedules for the team to ensure they meet customer service demands.Monitoring recorded customer concerns and resolving escalated concerns and issues, escalating to the Manager Client Services or Team Lead as appropriateEnsuring the Branch presents a professional image according to Bank and Brand Care requirementsChampioning growth in customer adoption of digital banking activities and self-service channels
2. Coaching & Service Leadership Inspire, lead and develop a diverse service team by: Executing service management activities: Planning and leading weekly one-on-one coaching sessions to recognize success, help overcome obstacles and set a weekly focusPlanning and leading monthly Team Skills Development sessions to facilitate the sharing of best practices.Developing a clear understanding of the branch's financial and non-financial goals.Providing regular coaching, guidance, direction and supportRecognizing and rewarding success and managing non-performanceDeveloping and obtaining agreement on individualized development plansResolving issues/negotiating compromises between team members
3. Administration, Compliance & Operational Excellence Oversee the implementation of the Bank's policies, practices, special initiatives and procedures to minimize Bank's exposure to risk by: Accurate and timely completion of daily and periodic monitoring activities (e.g., Automated Control System (ACS) Activities, Worklist Management Exceptions) to support a culture of doing it right the first time, and confirm compliance with bank policies and effective risk management is in place.Developing and maintaining a thorough knowledge and understanding of the Bank's Commercial, Small Business and Retail Banking products and services to meet the Client's ongoing needs.Developing and maintaining a thorough knowledge and understanding of Scotia Wealth Managements offerings.Ensuring Branch cash, custody and security procedures and policies are in place and required checks are completed within mandated times.Ensuring Audit & Compliance requirements are effectively executed and adhered to, collaborating with the Manager, Compliance where appropriateAdhering to and ensuring team members' compliance with position authorities, limits and bank policies.