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Added 7 mins ago
SC
assistant manager, restaurant
Second Cup
Ottawa, ON
- Full-time
Participates in a government or community program or initiative that supports Indigenous people
Added 7 mins ago
QH
Manager, Pharmacy Operations
Quinte Health
Belleville, ON
- Full-time
Reporting to the Director of Pharmacy, the Manager, Pharmacy Operations provides operational leadership and oversight of the day-to-day delivery of Pharmacy Services across Quinte Health.
Added 7 mins ago
BC
Registered Nurse - Medical B7
Brant Community Healthcare System
Brantford, ON
- Full-time
…we serve with purpose, passion, and a deep commitment to the people who rely on…
Added 7 mins ago
HR
Quality Assurance Intern (Winter 2027, 12months)
Hitachi Rail
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 7 mins ago
M
department store manager
MAXI
Amos, QC
- Full-time
Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales
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PH
Customer Care Coordinator
ParaMed Home Health Care
Kitchener, ON
- Part-time
Under the direction of the Operations Manager and reporting to the Supervisors of Coordination, the Customer Care Representative will act as the primary point of contact for clients and…
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Digital Operations Manager (18 months contract)
Bell
Toronto, ON
- Full-time
The Digital Operations Manager plays a key role in advancing Bell Media’s digital advertising products. In this role, you will act as a subject matter expert in advertising innovation and…
Added 7 mins ago
CM
Sport & Exercise Medicine Physician
Changepain Medical & Allied Health Clinic
Burnaby, BC
- Contract
Version / review cycle: v1.0 - reviewed annually by Medical Director & Operations Manager
Added 7 mins ago
MG
Human Resources Analyst
Michael Garron Hospital
Toronto, ON
- Full-time
Reporting to the Manager, Human Resources and as part of the HRIS implementation project team, the
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A
Senior Incident and Problem Manager
Aviso
Toronto, ON
- $115,000 to $125,000 CAD / year
- Full-time
…exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company…
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Regional Sales Manager - Central Region
Nexans
Markham, ON
- Full-time
…role in the electrification of the planet. With around 28,000 people in 42 countries, the Group is leading the charge to the new world of electrification: safer, sustainable, renewable,…
Added 7 mins ago
SC
Housekeeper/Cleaner - Part Time - Silvertip Resort
Stone Creek Resorts Inc.
Canmore, AB
- Part-time
Reporting to the Maintenance Manager - The Housekeeper is integral to ensuring the cleanliness and orderliness of staff accommodations, office spaces, public areas, on-course bathrooms, and…
Added 7 mins ago
CB
Sales & Account Manager
Clean Break Home Services
Surrey, BC
- Full-time
We’re looking for a motivated and people-focused Sales & Account Manager to join the Clean Break Home Services team. In this role, you’ll serve as the bridge between our clients and…
Added 7 mins ago
DG
Sales Lot Attendant
Dilawri Group of Companies
North Vancouver, BC
- Full-time
The Sales Lot Attendant at North Shore Honda plays a key role in supporting the dealership’s sales operations by ensuring that all vehicles on the lot and in the delivery area are presented…
Added 7 mins ago
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Meat - Manager Meat
Sobeys
Dawson Creek, BC
- Full-time
The Meat Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 7 mins ago
LC
Manager, Transport (Highway Operations)
Loblaw Companies Limited
Cambridge, ON
- Full-time
The Transport Manager (Highway Operations) will lead the execution of Highway activity throughout Ontario, Quebec and Eastern Canada, ensuring efficient execution. The incumbent brings a…
Added 7 mins ago
SC
Meat - Manager Meat
Safeway Canada
Dawson Creek, BC
- Full-time
The Meat Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 7 mins ago
GC
Execution Project Manager
Giffen Consulting
Saskatoon, SK
- Full-time
Giffen Consulting Ltd. (Giffen) is looking for an experienced Execution Project Manager to join our growing team. This is a contract position of approximately 8 months with the possibility…
Added 23 mins ago
HS
Warehouse Associate
Hercules SLR
NS · Dartmouth, NS
- Full-time
Work With a Team That Puts Safety, Quality, and People First.
Added 37 mins ago
NS
Health Services Manager - Rehabilitation Services, Social Work, Ambulatory Care
Nova Scotia Health Authority
New Glasgow, NS
- Full-time
…enhance patient experience and outcomes. The Health Services Manager oversees the day-to-day operations of integrated, multidisciplinary services across multiple sites in Pictou County,…
Added 37 mins ago
DR
Vice President, Operations
DMC Recruitment Group
Steinbach, MB
- Full-time
Reporting directly to the President, this is a broad executive mandate with responsibility for the people, processes, infrastructure and systems that support the organization. The VP of…
Added 37 mins ago
JA
Base Administrator
Jazz Aviation LP
Vancouver, BC
- Full-time
Provide and coordinate support for Flight Operations, Inflight Services Management and operating crews on an ongoing basis.
Added 37 mins ago
HR
QA/QC Engineer
Hitachi Rail
Mississauga, ON
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 37 mins ago
PM
REEV Operations Sr Executive
Philip Morris International
Toronto, ON
- Full-time
…transforming our business to deliver a smoke-free future. We empower people to learn, collaborate, challenge the status quo and contribute to our…
Added 37 mins ago
PM
Manager P&ED
Philip Morris International
Toronto, ON
- Full-time
RBH, a Philip Morris International company, is seeking a Manager, P&ED to lead employee services, programs, governance, and partnerships across Canada. This role is responsible for…

Scotiabank

Manager, Customer Care - E-Customer Experience

Toronto, ON, M1L 4S2, Canada

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Applications open in a new tab.

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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