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Added 30 mins ago
K
Senior Engineer (Mechanical/Piping Design)
Kinectrics
Kincardine, ON
- Internship
Position: Senior Engineer / Analyst (Mechanical / Piping)
Added 30 mins ago
T
Senior Manager - Software Development
Tangerine
Toronto, ON
- Full-time
Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the…
Added 30 mins ago
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Website Manager
OpTalent | Canada | Recruitment
Toronto, ON · Etobicoke, ON
- Full-time
The Digital Experience Manager is a fast paced, ever-changing leadership role that offers a unique opportunity for the right candidate to propel this company to the dominant position in the…
Added 30 mins ago
SH
Personal Support Manager
SE Health
ON · York, ON
- Full-time
As a Personal Support Manager (RPN - Registered Practical Nurse), you will oversee the delivery of client care for a community PSW team in the Central Simcoe Region. You will ensure high…
Added 30 mins ago
SC
Regional Business Development manager
Sysco Canada Inc.
Halifax, NS
- Full-time
…us and let us show you why Sysco is at the heart of food and…
Added 30 mins ago
RH
Accounting and Office Manager
Robert Half
Brampton, ON
- $75,000 to $85,000 CAD / year
- Full-time
Our client is seeking a hands-on Accounting & Office Manager to join their close-knit team. This is a unique opportunity to step into a long-standing and highly valued position, supporting…
Added 31 mins ago
Senior Manager - Software Development
Scotiabank
Toronto, ON
Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the…
Added 31 mins ago
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Regional Business Development manager
Sysco
Moncton, NB · Halifax, NS · St. John's, NL · Sysco Halifax
- Full-time
The Senior Analyst, Business Development drives Sysco's market position and financial growth by acquiring new business through strategic planning, advanced analytics, and effective contract…
Added 46 mins ago
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Content Development Specialist
Wellington-Altus
Winnipeg, MB · Toronto, ON · AB · Calgary, AB
- Full-time
Reporting to the Senior Manager, Training & Development, the Content Development Specialist will be responsible for content development in a multi-media approach through adherence to…
Added 46 mins ago
UH
Communications Operator, UHN Connect
University Health Network
Toronto, ON
- Full-time
…members means that the Operator must retain knowledge of the service specialties and the physicians for all the patient care areas. Answering and processing all calls directed to the main…
Added 1 hour ago
SC
Business Development Manager - Moncton
Sysco Canada Inc.
Moncton, NB
- Full-time
…us and let us show you why Sysco is at the heart of food and…
Added 1 hour ago
SM
Senior Account Manager - Client Growth (On-site + Base + Uncapped Commission)
Setsail Marketing
Vancouver, BC
- Full-time
Setsail Marketing is a full-service digital marketing agency specializing in SEO, paid advertising, performance marketing, branding, and AI-driven strategy. We work with growing businesses…
Added 1 hour ago
EP
Financial Controller
Elby Professional Recruitment
Milton, ON
- $110,000 to $150,000 CAD / year
- Full-time
Our client is a well-established, award-winning construction firm, with active and upcoming projects across the South Western Ontario region. Known for a hands-on, quality-first approach to…
Added 1 hour ago
CO
Manager, Talent Acquisition
Capital One
Toronto, ON
- Full-time
Reporting to the Senior Manager, Talent Acquisition and as a pivotal member of the Talent Acquisition leadership team, you will coach and lead recruiting professionals from sourcing top…
Added 1 hour ago
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Relationship Manager Commercial Markets
RBC
Brantford, ON
- Full-time
Provide an exceptional client experience by delivering superior business and financial advice
Added 1 hour ago
UO
Senior Manager, HR Applications and Support
University of Ottawa
Ottawa, ON
- Full-time
…direction for application management, enhancement roadmaps, and service delivery, with a strong focus on optimizing performance, enhancing the user experience, and maximizing…
Added 1 hour ago
T
Senior Manager, Digital Strategy & Transformation
TD
Toronto, ON
- Full-time
…executive-ready recommendations, and actionable plans that align senior stakeholders and guide…
Added 1 hour ago
T
Business Application Specialist
TD
Toronto, ON
- Full-time
Manage relationships with project team members, third party vendors/ service partners, other technology and client areas as appropriate
Added 1 hour ago
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Mortgage Specialist
BMO
Ottawa, ON
- Full-time
Provides customers with friendly, courteous, and professional service in response to queries and requests to identify client needs for banking products (e.g. everyday banking, lending, and…
Added 1 hour ago
FS
Sales Account Manager
Fire safety and protection LLC
Windsor, ON
- $75,000 to $95,000 CAD / year
- Full-time
The Sales Account Manager is responsible for developing and managing existing and new customer relationships within the assigned territory. This role plays a key part in driving business…
Added 1 hour ago
FS
Sales Account Manager
Fire safety and protection LLC
Windsor, ON
- $70,000 to $90,000 CAD / year
- Full-time
The Sales Account Manager is responsible for developing and managing existing and new customer relationships within the assigned territory. This role plays a key part in driving business…
Added 1 hour ago
PE
Manager, Client Experience (Experiential Marketing)
Proof Experiences
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Proof Experiences is looking for a full-time hybrid Manager, Client Experience to provide day-to-day account support to a variety of clients and senior team members as required in the…
Added 1 hour ago
JC
Payments Merchant Services - Relationship Manager - Senior Associate
JPMorgan Chase & Co.
Toronto, ON
- Full-time
As as Senior Relationship Manager you will be responsible for managing, expanding and retaining a portfolio of existing major relationships across multiple industries in Canada.
Added 1 hour ago
Sr Service Specialist
The Canada Life Assurance Company
Toronto, ON
As a Senior Service Specialist, you will be responsible for managing assigned cases, which are generally complex in scope from a plan administration perspective. This position will also be…
Added 1 hour ago
CB
Account Manager (Inside Sales)
Canadian Bearings
Mississauga, ON
- Full-time
Operations Handles the Admin: Dedicated Customer Service and Operations teams manage routine order processing, quote entry, and fulfillment, freeing you to focus on consultative engagement,…

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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