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Added 22 mins ago
TU
Graduate Management Trainee - Scarborough
targetjobs UK
Toronto, ON · Scarborough Junction, ON
- Full-time
…excellent training, our Management Trainees can progress to Branch Manager in one of our retail operations in as little as two years. In fact, most of our senior leaders began their careers…
Added 1 hour ago
DB
Part Time Bridal Sales
David's Bridal
Hamilton, ON
- $16 to $25.8 CAD / hour
- Part-time
…all customers. Stylists are responsible for providing 5-Star Customer Service to all David’s Bridal customers, achieving sales goals and productivity by expertly following our selling…
Added 2 hours ago
WH
Sous Chef
Westin Hotels & Resorts
Edmonton, AB
- Full-time
Accountable for overall success of the daily kitchen operations. Exhibits culinary talents by personally performing tasks while leading the staff and managing all food related functions.…
Added 2 hours ago
LE
Assistant Service Center Manager
Laczko Equity Group Inc.
Winnipeg, MB
- $23.25 CAD / hour
- Full-time
As an Assistant Service Center Manager (ASCM) at Great Canadian Oil Change (GCOC), you will blend technical and
Added 3 hours ago
AS
Sage Intacct Construction Implementation Specialist ($5000 Signing Bonus)
Asyma Solutions Ltd.
Canada
- Full-time
…software, implementation, training, support, and long-term customer success. Our Construction practice is a strategic growth lane built around strong design, project governance, team…
Added 3 hours ago
V
Estimating Lead
voestalpine
Richmond, BC
- Full-time
Reporting to the Senior Manager, Estimating, the Estimating Lead performs the core estimating process by reviewing tender requirements and preparing accurate material and labour estimates…
Added 3 hours ago
T
Personal Banking Associate Trainee
TD
Winnipeg, MB
- Full-time
Recommend improvements to work practices, branch operations and processes to enhance customer Department Overview:
Added 4 hours ago
H
Patient Care Navigator
HealthOne
Toronto, ON
- $20 to $25 CAD / hour
…with your community, and take pride in delivering outstanding customer service, this role was made for…
Added 4 hours ago
BA
FIXED OPERATIONS MANAGER
Bannister Automotive Group
Chilliwack, BC
- $120,000 to $150,000 CAD / year
- Full-time
Bannister Hyundai Chilliwack is looking for a Fixed Operations Manager to lead our Service and Parts operations. This is an exciting opportunity for a motivated, hands-on leader who…
Added 4 hours ago
AI
Marketing Coordinator
AutoCanada Inc.
Edmonton, AB
- Full-time
…Team Members, customers and operational excellence fuels our…
Added 4 hours ago
T
PIA Client Service Associate
TD
Kamloops, BC
- Full-time
Are you admired for your attention to detail, exacting standards and willingness to help others deliver a legendary customer experience to our high value clients? If so, then get onboard…
Added 4 hours ago
T
Personal Banking Associate Trainee
TD
Winnipeg, MB
- Full-time
Recommend improvements to work practices, branch operations and processes to enhance customer Department Overview:
Added 5 hours ago
Assistant Store Manager
Rogers Communications
Calgary, AB
Management Support: You support the Store Manager in managing day to day operations, coaching, and developing team members to positively impact growth and create best in class customer…
Added 5 hours ago
Gestionnaire des opérations éoliennes - Dégélis, QC
Vestas
Dégelis, QC
As a Wind Site Operations Manager, you will be responsible for the operations of a service site, ensuring optimized performance, safety, and customer satisfaction. In this role, you will…
Added 5 hours ago
IB
Manager, Human Resources (Calgary or Edmonton)
Indigo Books & Music
Calgary, AB
- $90,000 to $110,000 CAD / year
- Full-time
The Manager, Human Resources – Retail partners with regional retail leadership teams and client groups to foster a high-performance culture by embedding and elevating exceptional HR…
Added 5 hours ago
GD
GARAGE - Team Leader PT - Park Place Mall
Groupe Dynamite
Lethbridge, AB
- Full-time
Reporting to the Store Manager, your main focus as a Team Lead is contributing to your store success by promoting a positive shopping experience for each customer, which will build and…
Added 5 hours ago
PE
Procurement, Service Writers/Purchaser
Pitbull Energy Services
Leduc, AB
- $45,000 to $55,000 CAD / year
- Full-time
…schedules with reporting duties to the Shop Foreman and Equipment…
Added 5 hours ago
KW
Sea Export Coordinator
Kintetsu World Express Inc.
Winnipeg, MB
- Full-time
We are seeking a Sea Freight Export Coordinator to support the day-to-day operations and ongoing success of our Sea Freight Export division. In this role, you will help ensure the efficient…
Added 5 hours ago
Warehouse Associate 2
Calgary Fasteners Tool
Brandon, MB
…committed to providing high-quality products and exceptional customer service, ensuring that our clients receive the support they need. At TFG, we embrace growth and innovation as we serve…
Added 5 hours ago
Floating Leasing & Admin (East)
Medallion Corporation
Toronto, ON
At Medallion we strive for success and we recognize it takes a great team to do that. We look for talented and experienced people in all aspects of Property Management, Customer Service,…
Added 5 hours ago
Yardi Support Specialist (2 Year Contract)
Medallion Corporation
Toronto, ON
At Medallion we strive for success and we recognize it takes a great team to do that. We look for talented and experienced people in all aspects of Property Management, Customer Service,…
Added 5 hours ago
FN
Retail Store Manager
Fjällräven North America
Victoria, BC
- Full-time
As Store Manager, you'll take full ownership of store performance, leading people, operations, and community engagement in a way that reflects Fjällräven's mission and premium brand…
Added 5 hours ago
SM
Traffic Clerk
SSA MARINE
Squamish, BC
- Full-time
SSA Marine is seeking a Traffic Clerk to join our SSA Marine Squamish team. This full-time, permanent position is based at our office in Squamish and reports to the Operations Manager.
Added 5 hours ago
DA
Parts Manager
Davis Automotive Group
Pincher Creek, AB
- $80,000 to $100,000 CAD / year
- Full-time
Do you thrive in an environment where you can shape operations, develop people and directly impact customer success?
Added 5 hours ago
UO
Academic Advisor, Schulich School of Engineering
University of Calgary
Calgary, AB
- Full-time
…prospective, current, and new students, supporting their academic success through informed guidance on program requirements, course selection, institutional policies, and available…

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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