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Added 23 mins ago
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Senior Incident and Problem Manager
Aviso
Vancouver, BC
- $115,000 to $125,000 CAD / year
- Full-time
We're looking to fill an opening for a Senior Incident and Problem Manager to join our Technology Ops & Support Partners team.
Added 23 mins ago
GA
Merchandise Flow Supervisor, AX Outlet - CrossIron
Giorgio Armani
Rocky View No 44, AB · Rocky View County, AB
- Part-time
…inspire and motivate each day. You will work with the General Manager to support the entire team on driving sales, providing an excellent client experience, building strong talent and…
Added 23 mins ago
TM
Operations Manager, Bridging Divides
Toronto Metropolitan University
Toronto, ON
- Temporary
…the strategic direction and oversees the administration of Toronto Metropolitan University’s scholarly, research and creative activity (SRC) enterprise, including grants administration,…
Added 23 mins ago
TM
Digital Media Specialist
Toronto Metropolitan University
Toronto, ON
- Temporary
…the strategic direction and oversees the administration of Toronto Metropolitan University’s scholarly, research and creative activity (SRC) enterprise, including grants administration,…
Added 53 mins ago
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Manager, Web Product Ownership and Digital Platform Strategy
Deloitte
Toronto, ON
- Full-time
As the Manager, Web Product Ownership and Digital Platform Strategy, you will lead the evolution of Deloitte.ca, helping to strengthen the Deloitte brand, generate eminence, engage priority…
Added 54 mins ago
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Senior Manager, Finance, Global Controls Office (Policies, SOX)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 1 hour ago
LE
Engineering Project Manager in the field of Hydropower or Transportation Infrastructure
Lombardi Engineering Group
Toronto, ON
- Full-time
Support business build-out and business development of the local office: mentor staff, contribute to proposals and represent Lombardi’s design office in Canada.
Added 1 hour ago
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Community Engagement Coordinator
Hines
Toronto, ON
- Full-time
Reporting to the Community Engagement Manager, the Community Engagement Coordinator directly supports the marketing, communications and events programming of CIBC SQUARE. They will play a…
Added 1 hour ago
Sr Strategic Supply Chain Manager, Canada Softlines, Canada Retail Softlines
Amazon
Toronto, ON
As a Senior Strategic Supply Chain Manager for Canada Softlines, you will be at the forefront of strategic planning, execution, and optimization of Amazon's supply chain operations. In this…
Added 1 hour ago
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Business Development & Marketing Manager
Aeolus Group
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Business Development & Marketing Manager – Healthcare
Added 1 hour ago
OH
Registered Nurse- Specialist, Clinical Responder (GTA)
Ontario Health | Santé Ontario
Toronto, ON
- Full-time
Ongoing learning and career development opportunities designed to help you grow, advance, and thrive in your profession.
Added 1 hour ago
T
Senior Analyst, Margin Accounts Group (4583)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 1 hour ago
T
Senior Manager, Global Controls Office (IT SOX)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 1 hour ago
T
Analyst, Margin Accounts Group (5576)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 1 hour ago
T
Customer Experience Associate
TD
Toronto, ON
- Part-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 1 hour ago
T
Customer Experience Associate
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 2 hours ago
FB
Branch Manager
Fairstone Bank
Cranbrook, BC
- Full-time
…solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy…
Added 2 hours ago
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Utilities Manager – ALTO
SYSTRA
Montreal, QC
- Full-time
The Utilities Manager will take ownership on work packages and scope under their control, utilising their previous experience to drive a culture of best practice for health, safety,…
Added 2 hours ago
T
Portfolio Lead
TEKsystems
Toronto, ON
- $100 to $120 CAD / hour
- Full-time
Portfolio Management Specialist: Wealth Management Technology Canada (WMTC) | Toronto, ON
Added 2 hours ago
TI
PRO, Program Coordinator
Touchstone Institute
Toronto, ON
- Contract
…of Ontario, in addition to generating revenue through direct business to business contracts seeking competency assessment and learning solution…
Added 2 hours ago
TE
Project Manager (New Construction) Toronto
TK Elevator
Toronto, ON · Scarborough, ON
- Full-time
…qualifications. All final hiring decisions are made by either the hiring manager or the recruitment…
Added 2 hours ago
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Quality Control Inspector/Tester
Schneider Electric
AB · Edmonton, Alberta
- Full-time
…regarding the pay range can be directed to the recruiting / hiring…
Added 2 hours ago
NZ
Office Manager and Consular Adviser, Vancouver
New Zealand Trade and Enterprise
Vancouver, BC
- Full-time
Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) is New Zealand’s international business development agency. We help ambitious New Zealand businesses grow internationally for the…
Added 2 hours ago
NZ
Office Manager and Consular Adviser, Vancouver
New Zealand Trade and Enterprise
Vancouver, BC
- Full-time
Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) is New Zealand’s international business development agency. We help ambitious New Zealand businesses grow internationally for the…
Added 2 hours ago
T
Counsel, M&A
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…

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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