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Added 10 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 10 mins ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 10 mins ago
LC
Skeleton Template Canada
Lactalis Canada
Oshawa, ON
- Full-time
The Warehouse Manager is accountable for all aspects of warehousing operations for assigned territory (including 3rd party warehouses) or shift. The primary goal is to ensure that safety,…
Added 10 mins ago
TI
Cybersecurity Architect
Themesoft Inc.
Toronto, ON · North York, ON
- Contract
…experience; experience presenting or pitching to venture capital, corporate venture teams, accelerators, or investment stakeholders; patents; open-source security projects; vulnerability…
Added 10 mins ago
C
Leasing Manager
CBRE
Toronto, ON · Greater Toronto Area, Canada
- Full-time
As a CBRE Transaction Management Sr. Manager, you will manage a team that provides ongoing management of real estate transaction activities for a complex or high-profile portfolio of…
Added 10 mins ago
1
Senior Engagement Manager
15Rock
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $120,000 CAD / year
- Full-time
3–5 years in management consulting, transaction advisory, financial services strategy, private equity value creation, corporate strategy or development, or a similar client-facing role.
Added 10 mins ago
LS
Customer Relations Executive
London Square
ON · Middlesex, ON
- Full-time
…Aldar, the UAE’s leading real estate developer, investor, and manager. Together, we are committed to creating world-class developments, anchored in high quality design, sustainability, and…
Added 12 mins ago
Store Manager
UFA Co-operative Ltd.
Stettler, AB
Lead a customer-focused team to deliver exceptional service and maintain product presentation aligned with corporate standards. Reinforce service expectations through coaching and feedback,…
Added 12 mins ago
Manager, Learning Advisory
Scotiabank
Toronto, ON
…products and services relevant to the financing and strategic development needs of our clients. Our products include debt and equity financing, mergers & acquisitions, corporate banking,…
Added 12 mins ago
Manager, Financial Planning & Analysis (Group Treasury)
Scotiabank
Toronto, ON
…portfolios. Reporting to the Director, Group Treasury FP&A, the Manager will be responsible for consolidating and preparing monthly and quarterly management reporting, business line…
Added 12 mins ago
WM
Industrial Associate Account Executive/Chargé de compte industriel
Waste Management, Inc. (WM)
Kitchener, ON
- Full-time
From drivers and technicians to analysts, managers and corporate professionals, every employee plays a role in delivering essential services that support communities across Canada.
Added 12 mins ago
ST
Senior Communications and Public Affairs Officer
Skilled Trades Ontario
Mississauga, ON
- $43.39 to $56.67 CAD / hour
Reporting to: Manager, Corporate Communications
Added 12 mins ago
M
Lead Contracts Administrator
Metrolinx
Canada
- Full-time
Under direction from the Senior Manager, the successful candidate will manage the procurement, effective management and life-cycle maintenance of complex CPG’s contracts for professional…
Added 12 mins ago
International Tax Advisory Services - Pillar Two - Manager - Toronto
EY
Toronto, ON
EY is looking for professionals with a transformative mindset to join our fast-growing Pillar Two Tax team as a Manager. This role will give you the opportunity to work on the firm’s…
Added 12 mins ago
International Tax Advisory Services - Pillar Two - Senior Manager - Vancouver
EY
Vancouver, BC
EY is looking for professionals with a transformative mindset to join our fast-growing Pillar Two Tax team as a Senior Manager. This role will give you the opportunity to work on the firm’s…
Added 12 mins ago
International Tax Advisory Services - Pillar Two - Senior Manager - Toronto
EY
Toronto, ON
EY is looking for professionals with a transformative mindset to join our fast-growing Pillar Two Tax team as a Senior Manager. This role will give you the opportunity to work on the firm’s…
Added 12 mins ago
International Tax Advisory Services - Pillar Two - Manager - Vancouver
EY
Vancouver, BC
EY is looking for professionals with a transformative mindset to join our fast-growing Pillar Two Tax team as a Manager. This role will give you the opportunity to work on the firm’s…
Added 12 mins ago
US Corporate Tax - Calgary - Senior Manager
EY
AB · Calgary, AB
…all about identifying and adapting to change. As a Tax Senior Manager, you’ll see this first hand by being immersed in the evolving tax environment through preparing and auditing income tax…
Added 12 mins ago
TT
Assistant Store Manager Winners Bolton Square
The TJX Companies, Inc.
Bolton, ON
- Full-time
We’re looking for an Assistant Store Manager who is passionate about fostering an inclusive and supportive environment. In this role, you’ll empower your team to deliver unforgettable…
Added 12 mins ago
TT
Assistant Store Manager Marshalls HomeSense Orangeville Mall
The TJX Companies, Inc.
Orangeville, ON
- Full-time
We’re looking for an Assistant Store Manager who is passionate about fostering an inclusive and supportive environment. In this role, you’ll empower your team to deliver unforgettable…
Added 12 mins ago
C
Sr Talent Acquisition Advisor
Co-operators
Moncton, NB · Guelph, ON · Toronto, ON · Mississauga, ON · Laval, QC · Regina, SK · Calgary, AB
- Full-time
…prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with…
Added 27 mins ago
UH
Analyst, UKG Workforce Management
University Health Network
Toronto, ON
- Full-time
Reports to: Senior Manager, Workforce Optimization
Added 27 mins ago
UH
Senior Project Coordinator - FM-PRO Redevelopment Projects
University Health Network
Toronto, ON
- Part-time
…projects, under the direction of the Redevelopment Projects Manager or designate. The Redevelopment Projects Team is responsible for the implementation of all construction and renovations…
Added 27 mins ago
UI
Account Development Specialist
UAP Inc.
Cranbrook, BC
- Full-time
We offer a competitive salary with a range of attractive benefits and corporate discounts. Also, we offer training throughout your career to support and guide your professional development.
Added 27 mins ago
K
Digital Marketing Coordinator, Winter 2027
Klick
Toronto, ON
- $50,000 to $55,000 CAD / year
- Internship
…Singapore. Consistently named a Best Managed Company, Most Admired Corporate Culture, and Great Place to Work, Klick is committed to fostering a high-performance, people-first culture with…

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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