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Added 7 mins ago
CN
Operations Manager - Western Canada
Civeo North America
AB · Alberta, Canada
- Full-time
Civeo Premium Services Employees LP is currently seeking an experienced Operations Manager, Western Canada. The Operations Manager is responsible for leading operations across multiple…
Added 11 mins ago
A
Senior Project Manager
Ameresco
AB · Canada - Alberta - Edmonton
- Full-time
The Senior Project Manager leads all phases of Energy Savings Performance Contracting (ESPC) projects, from project initiation and planning through construction, commissioning, turnover,…
Added 11 mins ago
HI
Project Manager, Private Equity and M&A Advisory
HUB International
Calgary, AB
- Full-time
…adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do…
Added 11 mins ago
Manager, Strategic Business Partnering (Operations)
Pembina Pipeline Corporation
Calgary, AB
Pembina Pipeline Corporation is recruiting for a Manager, Strategic Business Partnering (Operations). Reporting to the Director, Strategic Business Partnering within the Human Resources…
Added 11 mins ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - Calgary
EY
AB · Calgary, AB
As a Business Transformation Manager within the Canada Tax Technology Group (CTTG), you will play a key role in shaping and advancing the future of tax service delivery. You will partner…
Added 11 mins ago
Canada Tax Technology Group (CTTG) - Manager, AI Adoption & Enablement - Calgary
EY
AB · Calgary, AB
EY's Canada Tax Technology Group (CTTG) is seeking an experienced Manager, AI Adoption & Enablement to help accelerate the practical use of AI across Tax & Law.
Added 11 mins ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - Vancouver
EY
Vancouver, BC
As a Business Transformation Manager within the Canada Tax Technology Group (CTTG), you will play a key role in shaping and advancing the future of tax service delivery. You will partner…
Added 11 mins ago
Project Manager - Data Centers
Aecon
Sherwood Park, AB · Edmonton, AB · Calgary, AB
We are seeking an experienced Project Manager - Data Centers to lead the successful delivery of large-scale mission-critical construction projects. The successful candidate will oversee all…
Added 23 mins ago
IF
Client Relationship Manager, Group Savings and Retirement
iA Financial Group (Industrial Alliance)
Montreal, QC
- Full-time
…extensive expertise in group insurance? If so, the role of Client Relationship Manager (CRM) in Group Benefits & Retirement Solutions at iA Financial Group could be the perfect fit for…
Added 23 mins ago
PD
C205 Peer Support Worker ( Full Time )
Phoenix Drug & Alcohol Recovery and Education Society
Surrey, BC
- Full-time
Effectively works with their colleagues to ensure organizational success
Added 23 mins ago
MG
Assistant Vice President – Company Secretarial / Vice-président adjoint, Secrétariat d’entreprise
Maples Group
Montreal, QC
- Full-time
…compliance and maintain dialogue with legal counsel, the investment manager and directors of the client…
Added 23 mins ago
A4
Senior QMS / Quality Engineer ( Medical Devices)
Avenue 45
Mississauga, ON
- $110,000 to $145,000 CAD / year
- Full-time
Our direct client is looking for a Senior Quality Engineer / QMS with strong background in Medical Devices, working onsite in Oakville / Mississauga, ON, Canada.
Added 23 mins ago
T
Senior Operations Analyst
TD
Burlington, ON
- Full-time
This role will report to the Senior Manager Operations and act as a cross functional process analyst within TDEF Operations and provide product support including manuals, playbooks, SOPs.…
Added 24 mins ago
UO
Network Support Technician (On-Site) -Information Technologies
University of Calgary
Calgary, AB
- Full-time
…front-line technical position that reports to the Network Services Manager and works directly with faculty, staff, students, service teams, contractors, and other clients at campus…
Added 24 mins ago
K
Engineer/Analyst - Radiation Assessment and Decommissioning
Kinectrics
Toronto, ON
- Full-time
Reports to: Manager – Radiation Assessment and Decommissioning
Added 24 mins ago
BC
Senior Manager, Data & AI
BDO Canada
Vancouver, BC
- Full-time
BDO Digital’s Vancouver office is looking for a Senior Manager to join our Data & AI Consulting Practice team and own the following responsibilities:
Added 26 mins ago
ME
Project Manager, Environmental Scientist
Millennium EMS Solutions Ltd.
Guelph, ON
- Full-time
MEMS is seeking an Environmental Project Manager (s) to join our growing team in the Ontario market. This opportunity can be tailored to an experienced Project Manager ready to expand their…
Added 26 mins ago
MT
Client Account Specialist
McCarthy Tétrault LLP
Calgary, AB
- Full-time
…attracting and developing top talent committed to delivering on our Client Commitment; Collaboration, through seamless, integrated teamwork; Inclusion, through eliminating barriers to…
Added 26 mins ago
S
Technical Account Support Specialist
Solink
Remote, Canada
- $65,129 to $81,411 CAD / year
- Full-time
- Remote
…issues efficiently. You'll collaborate with sales, customer success, product, and technical teams to ensure client requirements are…
Added 26 mins ago
R
Account Executive (Accounting & Bookkeeping)
Relay
Remote, Canada
- Full-time
- Remote
…every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of…
Added 26 mins ago
R
Account Executive (Accounting & Bookkeeping)
Relay
Remote, Canada
- Full-time
- Remote
…every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of…
Added 37 mins ago
CA
Senior Manager, Business Development and Partnerships
Children's Aid Foundation of Canada
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…open to discussing flexible ways of working that could support success in the…
Added 37 mins ago
MC
Google Cloud Data & Software Solutions Manager (35087)
Myticas Consulting
Toronto, ON
- Full-time
Partner with sales and marketing teams to support go-to-market initiatives, client pursuits, proposals, demos, and proof-of-concepts (POCs)
Added 37 mins ago
B
SENIOR COMMERCIAL ACCOUNT MANAGER - Montreal
BDC
Montreal, QC
- Full-time
We are looking for a Senior Commercial Account Manager who will leverage his or her interpersonal strengths and network to generate new business opportunities while managing a portfolio of…
Added 37 mins ago
CL
Administrator - Part-time - Ottawa, Ontario, Canada
ClaimsPro LP
Ottawa, ON
- Part-time
…day-to-day activities and will be a key contributor to the success of the office by providing excellent administrative support to all…

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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