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Added 11 mins ago
S
Senior Retail Sales Consultant - PartTime - Mayfair Centre, BC
SWAROVSKI
Victoria, BC
- Part-time
As a Sales Consultant, you’ll deliver exceptional service, create memorable brand experiences, and inspire customers with your passion for our products, all while achieving sales goals and…
Added 11 mins ago
TS
Store Associate
The Salvation Army in Canada
Mississauga, ON
- Part-time
Internal: Store Manager, Corps Officer(s), volunteers, staff
Added 11 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Quebec, QC
- Full-time
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
Added 11 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Alma, QC
- Full-time
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
Added 11 mins ago
S
Gestionnaire acquisition de talents
St-Amour
Quebec, QC
- $100,000 to $130,000 CAD / year
- Full-time
We are looking for a Talent Acquisition Manager to lead our talent attraction, recruitment, and onboarding initiatives.
Added 11 mins ago
KD
Partenaire Adjoint, Acquisition de Talents | Associate Talent Acquisition Partner
Keurig Dr Pepper Canada
Montreal, QC
- Full-time
Added 11 mins ago
B
Talent & Development Coordinator
BESTSELLER
Montreal, QC
- Full-time
Reports to: Country Manager, People & Culture
Added 12 mins ago
D
Account Supervisor
DEPT®
Toronto, ON
- $70,000 to $80,000 CAD / year
…4,000+ specialists deliver growth invention services across Brand & Media, Experience, Commerce, CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move.…
Added 12 mins ago
PP
Administrative Assistant
Pro Property Services
Calgary, AB
- Full-time
We are looking to hire an Administrative Assistant on a Permanent Full-time basis. Reporting to the Office Manager, the Administrative Assistant will be accountable for various…
Added 12 mins ago
Sr Field Marketing Manager
Dayforce
Canada
Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.
Added 12 mins ago
ASSISTANT MANAGER
Boutique La Vie En Rose
Ste.-Foy, QC · SAINTE-FOY, QC
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
Added 12 mins ago
ASSISTANT MANAGER
Boutique La Vie En Rose
Alma, QC
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
Added 12 mins ago
Broker Marketing & Engagement Specialist
Red River Mutual
Winnipeg, MB
…increase profitable submissions, and elevate Red River Mutual’s brand presence. The role also develops and delivers broker-facing communications, marketing toolkits, co-branded campaigns,…
Added 12 mins ago
C
Content Coordinator
CWD
Niagara Falls, ON
- $60,000 to $70,000 CAD / year
- Full-time
…within our Niagara Falls location. Reporting to the Marketing Manager, the successful candidate will be responsible for creating compelling and SEO-optimized content to enhance the…
Added 12 mins ago
AE
AE - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
Laval, QC
- Full-time
…and coaching your team into great merchants delivering AEO brand Visual standards every day. Through your leadership, your team always nails floorset execution, and rocks merchandising and…
Added 27 mins ago
CD
Gestionnaire principal(e) des ventes | Senior Sales Manager
Cirque du Soleil Entertainment Group
Montreal, QC
- Full-time
Senior Sales Manager – Touring Shows, Americas
Added 27 mins ago
M
Cook III - Full Time
Marriott
NS · Halifax, NS
- Full-time
…maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and…
Added 40 mins ago
LS
Sales Manager - Brampton Retirement Residence
Lev Senior Living
Brampton, ON
- Full-time
The Sales Manager is responsible for providing outstanding customer service in generating sales from individuals, referral groups and organizations. They must demonstrate exceptional…
Added 42 mins ago
P
Store Manager- Royalmount
Pandora
Mont-Royal, QC
- Full-time
The Store Manager will be the ultimate Pandora Fan. As the Store Manager, you will fully immerse yourself in our brand, culture, product whilst taking immense pride in delivering…
Added 42 mins ago
P
Store Manager- Metrotown
Pandora
Burnaby, BC
- Full-time
The Store Manager will be the ultimate Pandora Fan. As the Store Manager, you will fully immerse yourself in our brand, culture, product whilst taking immense pride in delivering…
Added 42 mins ago
Talent Acquisition Specialist Bilingual 1
Lactalis
Toronto, ON
…recommendations and terms of employment in conjunction with hiring manager and human resources manager in accordance with Lactalis Canada’s requirements and presenting offer of employment…
Added 57 mins ago
RC
Part-Time Casual Media Operations Coordinator
Rogers Communications
Toronto, ON
- Part-time
As a Media Operations Coordinator reporting into the department manager, your role within Rogers will be: working within the Media Operations department cataloguing and retrieving footage…
Added 57 mins ago
EU
Senior Manager, Market Access & Government Affairs
Eisai US
Canada
- Full-time
Reporting to the Associate Director of Market Access & Government Affairs, the Senior Manager, Market Access & Government Affairs is responsible for building and leveraging relationships…
Added 57 mins ago
TS
Budtender
Tokyo Smoke
Brampton, ON
- Part-time
Reporting to the Store Manager, the Educator is our greatest brand ambassador and a key role within our organization. The Educator is exceptional at creating intentional customer…
Added 57 mins ago
CC
Retail Shift Leader
Canna Cabana
Toronto, ON · Yonge St, Toronto, ON
- $19 to $21 CAD / hour
- Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM

Scotiabank

Manager, Customer Care - E-Customer Experience

Toronto, ON, M1L 4S2, Canada

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Job details

Apply by: Oct 9, 2026
Experience: 3-5 years of industry experience, preferably in a management, coaching, customer service, or digital customer-care environment.
Posting language: English
Posted: Oct 5, 2026

Original job description

Requisition ID: 275451

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

Leads and oversees the Social Media, Click to Chat, and Communication Centre Support teams within the Client Experience Centre, ensuring customer-focused, high-performing teams deliver high-quality customer outcomes while business strategies, plans, and initiatives are executed in compliance with governing regulations, internal policies, procedures, and the Bank’s risk appetite. The Manager provides people leadership, operational oversight, and strategic guidance for digital customer care. The role strengthens digital capability, customer resolution, risk management, and continuous improvement while partnering across the Bank on national initiatives.

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

Leads and drives a customer-focused culture across Social Media, Click to Chat, and Communication Centre Support to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Develops and coaches a high-performing team by ensuring employees have the knowledge, skills, tools, and support required to deliver consistent, high-quality customer outcomes.
Monitors workload, digital interactions, service delivery, readiness, adherence, and interaction quality; provides timely coaching and feedback and ensures the integrity of transactions and account activity.
Acts as an escalation point for complex or sensitive customer concerns, coordinating research, response development, and partnership across the Bank to achieve appropriate resolution within delegated authority and established escalation pathways.
Oversees daily operations for Social Media, Click to Chat, and Communication Centre Support and provides strategic guidance to internal partners across the Bank.
Analyzes customer conversations, emerging trends, activity, and service results across digital channels to identify customer, operational, compliance, and reputational considerations and recommend appropriate action.
Supports employees with sound judgement and recommendations and, when required, participates in customer-facing digital conversations in a manner appropriate to the audience and the Scotiabank brand.
Develops and improves business processes, controls, and digital servicing practices to increase efficiency, reduce rework, address gaps, and strengthen employee capability.
Partners with the Senior Manager and key stakeholders to evolve digital customer care frameworks, operating practices, and service capabilities.
Contributes to Centre objectives by promoting effective customer resolution, retention, and appropriate referral opportunities while balancing customer needs, risk, and operational requirements.
Ensures productivity and service-level expectations are achieved and uses relevant operational measures to manage performance across supported channels.
Provides leadership coverage and operational support in the absence of the Senior Manager, including escalation support, reporting and analysis, and strategic input as required by the operating model.
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Creates an environment in which the team pursues effective and efficient operations in accordance with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, while ensuring day-to-day business controls meet obligations related to operational, compliance, AML/ATF/sanctions, and conduct risk.
Minimizes risk and losses by ensuring adherence to Scotiabank policies, procedures, key controls, audit requirements, and delegated authorities.
Identifies recurring customer inquiries, pain points, complaints, and process issues; establishes appropriate tracking and partners with stakeholders on corrective actions or improvements.
Builds a high-performance and inclusive environment that attracts, retains, develops, and motivates employees through regular coaching, recognition, open communication, development planning, and support for change initiatives.

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

3-5 years of industry experience, preferably in a management, coaching, customer service, or digital customer-care environment.
Previous people-leadership experience with strong coaching, mentoring, and team-development capability.
Strong customer-service orientation, judgement, analytical thinking, and problem-solving skills in complex or sensitive customer situations.
Strong knowledge of Scotiabank retail products and services, relevant policies and procedures, and digital banking/service channels.
Demonstrated digital fluency and ability to support evolving tools, technologies, processes, and customer interaction channels.
Strong written and verbal communication skills and the ability to build effective relationships with employees, clients, business partners, and other stakeholders.
Ability to work independently, exercise sound judgement, manage competing priorities, and operate effectively in a changing environment.
Experience analyzing service, customer, or operational data and translating trends into practical actions is an asset.
Post-secondary education in business, communications, public relations, digital disciplines, or a related field is an asset.
Bilingual capability is an asset unless required for a designated bilingual role.

Location(s): Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa

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.

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More about this job

Responsibilities

The Manager leads and oversees social media, chat, and communication support teams to ensure high-quality customer outcomes and operational excellence. They provide strategic guidance, coach team members, and manage risk while partnering across the bank to improve digital servicing practices.

Requirements

Candidates should have 3-5 years of industry experience in management, coaching, or digital customer care. Strong knowledge of retail banking products, digital channels, and the ability to analyze service data are essential for success in this role.

Skills

People leadership
Coaching
Customer service
Digital customer care
Analytical thinking
Problem-solving
Risk management
Strategic planning
Communication
Relationship building
Performance management
Digital fluency
Operational oversight
Conflict resolution

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Social Media
Click to Chat
Digital Banking
Risk Management
People Leadership
Coaching
Performance Management
Operational Oversight
Compliance
Retail Banking
Customer Experience
Strategic Planning
Data Analysis
Communication
Stakeholder Management
Process Improvement
Escalation Management
Digital Fluency
AML
ATF
Sanctions
Business Processes
Service Delivery
Customer Retention

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