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Added 9 mins ago
M
Life Sciences Business Analyst
Medminds
NB · Chiasson Office, NB
- Full-time
You work closely with the Delivery Lead to ensure smooth project follow-up across all ongoing initiatives, including Managed Services and Support assignments.
Added 9 mins ago
FH
Registered Nurse, Emergency - Specialty Qualified - Royal Columbian Hospital
Fraser Health Authority
New Westminster, BC
- $41.42 to $59.52 CAD / hour
- Full-time
…interprofessional care team to ensure comprehensive care planning and delivery, and collaborating and communicating with the Patient Care Coordinator on issues that will affect the…
Added 9 mins ago
FC
Project Manager
Federated Co-operatives Limited
Regina, SK
- Full-time
Federated Co-operatives Limited (FCL) is hiring a Project Manager on a permanent basis on our Facilities, Design & Development team.
Added 9 mins ago
BI
Regional Manager, Retail Insurance
BMO Insurance
Montreal, QC
- Full-time
Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
Added 9 mins ago
BC
Project Manager (Construction Manager)
Bantrel Co.
Toronto, ON
- $150,000 to $170,000 CAD / year
- Full-time
We are currently seeking a qualified Project Manager (Construction Manager) to join our Infrastructure team, based out of Toronto ON. The Project Manager will manage the organization and…
Added 9 mins ago
P&
Gestionnaire de comptes (chef d’équipe), Services de pièces de rechange / Account Manager (Team Lead), Spare Parts Services
Pratt & Whitney
Longueuil, QC
- Full-time
Added 9 mins ago
CM
Summer Intern- Ag Retail
Crop Management Network Inc.
Camrose, AB
- Internship
Do real agronomy: You will scout customer fields, help with field trials and field days, and present local findings to the Account Manager team.
Added 9 mins ago
BI
Licensed Insurance Advisor
BMO Insurance
NS · Nova Scotia, Canada
- Full-time
Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
Added 9 mins ago
VE
Procurement Manager
Victor Energy
Calgary, AB
- Full-time
The Procurement Manager's role is to execute and drive the procurement strategy for materials, equipment and services while building and maintaining business relationships with external…
Added 9 mins ago
VE
Procurement Manager
Victor Energy
AB · Edmonton, AB
- Full-time
The Procurement Manager's role is to execute and drive the procurement strategy for materials, equipment and services while building and maintaining business relationships with external…
Added 9 mins ago
SE
Branch Manager
Sansom Equipment Limited
Mount Pearl, NL
- Full-time
We are seeking a results-driven Branch Manager to lead our Mount Pearl Branch, overseeing integrated sales support, parts, and field/shop service operations. Reporting to the Vice…
Added 9 mins ago
NH
REGISTERED NURSE (RN), PARENTERAL, MED SURG
Northern Health - BC
Quesnel, BC
- Full-time
…priorities of Northern Health, and under the general supervision of Manager or designate, the Registered Nurse practices in accordance with the standards of professional practice and code…
Added 9 mins ago
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Produce - Clerk Produce
Sobeys
Summerside, PE
- Full-time
What began as a meat delivery business in Stellarton, Nova Scotia has grown to over 128,000 teammates at corporate-owned and franchised store locations. Sobeys Capital Incorporated and its…
Added 13 mins ago
Liquor Store Supervisor (Airdrie)
Calgary Co-op
Airdrie, AB
…coaching, written work record documentation and preparation and delivery of performance reviews. Manager must be present for appraisals if ratings are below average or…
Added 13 mins ago
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Project Manager
Co-op
Regina, SK
- Full-time
Federated Co-operatives Limited (FCL) is hiring a Project Manager on a permanent basis on our Facilities, Design & Development team.
Added 13 mins ago
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Senior Project Manager
Ameresco
AB · Canada - Alberta - Edmonton
- Full-time
Ameresco has an immediate opening for a Senior Project Manager, ESPC. The Senior Project Manager, ESPC is a senior leadership role responsible for delivering complex energy performance and…
Added 13 mins ago
Project Manager II (SAP Focused)
Halton Region
Oakville, ON
The Project Manager II is a project management professional, working within the Digital Transformation-Project Management Office (PMO), responsible for leading the planning, execution, and…
Added 13 mins ago
LM
Underwriter, Property & Casualty
Liberty Mutual Canada
Remote, Canada
- Full-time
- Remote
Reports To: Assistant Vice President, Underwriting Manager
Added 13 mins ago
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Associate Project Manager
AlgaeCal
Remote, Canada
- Full-time
- Remote
…opportunity to join our dynamic company an Associate Project…
Added 13 mins ago
Intermediate Structural Engineer
Hatch
Sudbury, ON
Assist the Engineering Manager/Lead Structural Engineer with the delivery of project requirements as they relate to scope, cost and schedule
Added 13 mins ago
VE
Procurement Manager
Victor Energy
Calgary, AB
- Full-time
The Procurement Manager’s role is to execute and drive the procurement strategy for materials, equipment and services while building and maintaining business relationships with external…
Added 13 mins ago
VE
Procurement Manager
Victor Energy
AB · Edmonton, Alberta
- Full-time
The Procurement Manager’s role is to execute and drive the procurement strategy for materials, equipment and services while building and maintaining business relationships with external…
Added 13 mins ago
UC
E-Commerce & Logistics Analyst
Uniqlo Canada
Toronto, ON
- $84,000 to $87,000 CAD / year
- Full-time
Reporting directly to the Project Manager and Logistics Specialist, the E-Commerce & Logistics Analyst plays a pivotal role within our logistics team. In this position, you will champion…
Added 13 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 13 mins ago
Manager, Leadership and Employee Development
Pembina Pipeline Corporation
Calgary, AB
Pembina Pipeline Corporation is actively hiring for a Manager, Leadership and Employee Development to join the team. This position reports to the Director, Leadership, Talent and Learning…

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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