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Added 4 mins ago
BT
National Account Manager
Bumper To Bumper Auto Parts
Brampton, ON
- Full-time
We are looking for someone seeking exciting new opportunities as National Account Manager for our thriving team covering Ontario and the Atlantic provinces. The successful person will be an…
Added 4 mins ago
T
Group Risk Specialist (ATH 5616)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 4 mins ago
T
Segment Risk Specialist – Technology and Cyber Risk Management (ATH 5304)
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 19 mins ago
ES
BRANCH MANAGER
ECCO Supply™
Saskatoon, SK
- Full-time
The Branch Manager is a management position which is responsible for the organized, successful and profitable operation of the Company’s Branch. The Branch Manager is part of ECCO Supply’s…
Added 19 mins ago
SF
Senior Project Manager
Soletanche Freyssinet
BC · British Columbia, Canada
- Full-time
The Senior Project Manager is responsible for the successful execution of complex and high-value geotechnical construction projects throughout Western Canada. This role leads projects from…
Added 19 mins ago
N
Clinical Trial Business Development Specialist
NPAworldwide
Montreal, QC
- Full-time
Montreal, QC rapidly growing CRO drug testing research organization is looking for a Senior Business Development Manager (5 to 10 years' experience) to advance their already very successful…
Added 20 mins ago
Hydropower Senior Manager - Digital - North America
Hatch
Mississauga, ON
…Consulting Leadership with exceptional client & market-facing business development. This role is responsible and accountable for originating, shaping, and leading the end-to-end delivery of…
Added 1 hour ago
SR
Business & Marketing Development Manager
ServiceMaster Restore of Fraser Valley
Abbotsford, BC
- Full-time
…and rapid response. We are seeking a strategic and hands-on Business & Marketing Development Manager to lead our outreach, branding, and relationship-building…
Added 1 hour ago
PH
Senior Business Analyst,Clinical ApplicationsInformation Management/ Information Technologies
Provincial Health Services Authority
Vancouver, BC
- Temporary
Reporting to the Corporate Manager, Clinical Applications, the Senior Business Analyst (Clinical Applications) is responsible for providing leadership in Business Process Reengineering…
Added 1 hour ago
DG
Route Development Manager
DHL Global Forwarding (Canada) Inc.
Mississauga, ON
- Full-time
Join our team as a Route Development Manager at DHL Group! In this pivotal role, you will Lead and execute Air Freight Route Development strategies, plans, and initiatives to drive…
Added 2 hours ago
CO
Senior Advisor, Finance Administration
City of Brampton
Brampton, ON
- Full-time
…multi-year operating and capital budgets, funding strategies, and business case…
Added 3 hours ago
SI
IT Senior Analyst, Enterprise Applications - HCM Process & Solutions
Saputo Inc.
Montreal, QC · Mississauga, ON · Georgetown, ON
- Full-time
Saputo is seeking an IT Senior Analyst, Enterprise Applications – Human Capital Management Process & Solutions for an existing opportunity within our organization. The IT Senior Analyst…
Added 3 hours ago
VE
Senior Project Manager
VINCI Energies
BC · British Columbia, Canada
- Full-time
The Senior Project Manager is responsible for the successful execution of complex and high-value geotechnical construction projects throughout Western Canada. This role leads projects from…
Added 3 hours ago
SI
IT Senior Analyst, Enterprise Applications - HCM Process & Solutions
Saputo Inc.
Mississauga, ON
- Full-time
Saputo is seeking an IT Senior Analyst, Enterprise Applications – Human Capital Management Process & Solutions for an existing opportunity within our organization. The IT Senior Analyst…
Added 3 hours ago
AC
Bilingual Business Development Manager - FF&E
Aramark Canada
Montreal, QC
- Full-time
…sales. Over time, the role will also contribute to broader business growth objectives. The scope and priorities of the role may evolve as the FF&E line of business…
Added 3 hours ago
BC
Vice President, Counterparty Credit Risk / XVA Quant
BMO Capital Markets
Toronto, ON
- Full-time
The position is responsible for the entire spectrum of quantitative, analytical, and development activities for counterparty credit risk trading in Global Markets. The mandate is to provide…
Added 3 hours ago
SI
IT Senior Analyst, Enterprise Applications - HCM Process & Solutions
Saputo Inc.
Montreal, QC
- Full-time
Saputo is seeking an IT Senior Analyst, Enterprise Applications – Human Capital Management Process & Solutions for an existing opportunity within our organization. The IT Senior Analyst…
Added 4 hours ago
EN
Client Development Manager
Exafield North America (USA)
Quebec, QC
- Full-time
As our North American business continues to grow, we are looking for a motivated and relationship-focused Client Development Manager to help expand our client base, identify new business…
Added 4 hours ago
V
Senior Project Manager
VINCI
BC · British Columbia, Canada
- Full-time
The Senior Project Manager is responsible for the successful execution of complex and high-value geotechnical construction projects throughout Western Canada. This role leads projects from…
Added 5 hours ago
KC
Project Manager, IT
KPMG Canada
Vaughan, ON
- Full-time
KPMG’s Information Technology Services department is looking for a Project Manager to be part of the Project Services team. The Project Services team provides project management, business…
Added 5 hours ago
KC
Project Manager, IT
KPMG Canada
Toronto, ON
- Full-time
KPMG’s Information Technology Services department is looking for a Project Manager to be part of the Project Services team. The Project Services team provides project management, business…
Added 5 hours ago
D-
Regional Sales Manager - Farm Retail
DLF - BV
Kawartha Lakes, ON · Lindsay, ON
- Full-time
The Regional Sales Manager is a senior leadership role responsible for driving sales growth, managing key customer relationships, and developing market strategies within an assigned…
Added 6 hours ago
SP
Project Coordinator/Senior Project Coordinator (Edmonton)
Synergy Projects Ltd.
AB · Edmonton, AB
- Full-time
…construction, interior build-out, and real estate investment and development needs. We accomplish this through seven business units that operate in three core divisions: Commercial…
Added 6 hours ago
PD
Junior Construction after-disaster Project Manager
Paul Davis Restoration of the National Capital Region, VA
Amherst, QC · Saint-Rémi-d’Amherst, QC
- Full-time
We’re looking for a Junior Restoration Project Manager who’s ready to build a career in restoration. You’ll support projects from start to finish while developing the technical,…
Added 6 hours ago
A
Senior Associate - Investment Consulting
Aon
Toronto, ON
- Full-time
As a senior associate, you will help empower results for our clients by delivering innovative and effective solutions within Aon, in our Calgary, Alberta office.

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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