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Added 5 mins ago
SC
Manager, Customer Experience
Sysco Canada Inc.
Calgary, AB
- Full-time
The Customer Experience Manager at Sysco is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company's customer…
Added 5 mins ago
CN
Senior Marketing Manager
Creative Niche
Aurora, ON
- $115,000 to $120,000 CAD / year
- Full-time
We're looking for a hands-on Senior Marketing Manager who loves rolling up their sleeves and making things happen!
Added 5 mins ago
TB
Senior Manager, Supply Chain Analytics
The Beer Store
Bolton, ON
- Full-time
We are currently searching for a Senior Manager, Supply Chain Analytics, reporting to the Senior Director, Supply Chain. This vacancy is a full-time, permanent opportunity. The Sr. Manager,…
Added 6 mins ago
M
Solution Architect
Mindtris
Fredericton Junction, NB
- Full-time
Seniority on the skill/s required on this requirement: Senior
Added 6 mins ago
NI
Human Resources Manager, Canada
Navien, Inc.
Woodbridge, ON
- Full-time
The Human Resources Manager, Canada is responsible for leading and coordinating human resources operations for Navien Canada and NaviComm, two separate Canadian legal entities with distinct…
Added 9 mins ago
Senior Project Manager - Vancouver
Bronswerk Group & Affiliates
North Vancouver, BC
Are you looking to take up challenges in the development of HVAC-R solutions & equipment for the Naval industry? Do you want to actively contribute to projects from design to manufacturing,…
Added 9 mins ago
Manager, Software Development (Vehicle Services)
PayByPhone
Vancouver, BC
Reports to: Senior Director, Application Development
Added 9 mins ago
KA
Manager, Manufacturing, Repair & Overhaul
KF Aerospace
Kelowna, BC
- $102,000 to $128,000 CAD / year
- Full-time
The Manufacturing, Repair & Overhaul Manager, reports to the Senior Manager, Maintenance and has general accountability of all processes, policies and personnel assigned to the…
Added 24 mins ago
Manager, Export Liner / Gestionnaire, commerce service maritime d'exportation
MSC Mediterranean Shipping Company SA
Montreal, QC
The Line Manager - Exports is responsible for the commercial performance, profitability, and strategic growth of assigned export trade(s) from Canada. This role owns the development and…
Added 24 mins ago
MS
Manager, Export Liner
MEDITERRANEAN SHIP.INC.
Mississauga, ON
- $75,000 to $84,000 CAD / year
- Full-time
The Line Manager - Exports is responsible for the commercial performance, profitability, and strategic growth of assigned export trade(s) from Canada. This role owns the development and…
Added 24 mins ago
MS
Manager, Export Liner
MEDITERRANEAN SHIP.INC.
Montreal, QC
- Full-time
The Line Manager - Exports is responsible for the commercial performance, profitability, and strategic growth of assigned export trade(s) from Canada. This role owns the development and…
Added 24 mins ago
BN
Store Manager - Mayfair Mall
Bailey Nelson
Victoria, BC
- Full-time
We’re looking for a driven, people-first Store Manager to take the reins at our (Location) store. This is your chance to lead a passionate team, deliver exceptional customer experiences,…
Added 24 mins ago
T
Senior Manager, Operational Resiliency Advisor
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 24 mins ago
T
Senior Private Banker, Business Owner
TD
Barrie, 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 24 mins ago
T
Change Manager
TD
Halifax, NS · Markham, ON · Toronto, ON · Montreal, QC
- 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 24 mins ago
B
Managing Director, Commercial Banking (Corporate Finance Group)
BMO
Vancouver, BC · FBT
- Full-time
The Managing Director, Senior Relationship Manager is an individual contributor who manages a diversified commercial lending portfolio and supports the origination of new clients, and…
Added 24 mins ago
B
Group Product Manager, Home Financing
BMO
Toronto, ON · BMOPLACE
- Full-time
The Group Product Manager operates as a senior Home Financing product subject-matter expert and trusted advisor. The role leads through a complex matrix, mobilizing partners across…
Added 24 mins ago
B
Senior Manager Risk Strategy
BMO
Toronto, ON · BMOPLACE
- Full-time
Attracts, retains, and enables the career development of top talent.
Added 24 mins ago
AW
Senior Manager, Agency Portfolio
Arterra Wines Canada
Mississauga, ON
- Full-time
The Senior Portfolio Manager -Agency Brands will lead a portfolio of Agency Import wine brands, adapting global brand strategies for Canadian execution and driving go to market strategies…
Added 24 mins ago
AI
Used Car Manager - Cambridge Hyundai
AutoCanada Inc.
Cambridge, ON
- $24,000 to $60,000 CAD / year
- Full-time
…support our people-driven culture of learning and continuous development. Working here is fast-paced, non-stop, and a little unpredictable - and we love…
Added 37 mins ago
AC
Senior Manager Global Internal Audit and Internal Controls
Alimentation Couche-Tard
Laval, QC
- Internship
…leadership experience, including coaching, engagement, talent development, performance management, and succession planning.Demonstrated ability to influence and collaborate with senior…
Added 37 mins ago
SF
Senior Manager, Marketing- (18 Month Secondment/Contract)- Simplii Financial
Simplii Financial
Toronto, ON
- Full-time
…supports business growth and deepens client relationships. As Senior Manager, Simplii Marketing, you'll lead the planning and execution of marketing communications and campaigns across…
Added 37 mins ago
TI
Data Scientist
TekStaff IT Solutions
Toronto, ON
- Contract
Reporting to the Senior Advanced Analytics Manager, the Data Scientist will be conducting all analytical activities related to FCRM transaction monitoring systems.
Added 37 mins ago
ZC
Automation Engineer
Zurich Canada
Toronto, ON
- Full-time
…early-career technology professional who is passionate about software development, test automation, and delivering high-quality solutions that improve reliability, efficiency, and customer…
Added 37 mins ago
ZC
Claims Investigator, Investigative Services
Zurich Canada
Waterloo, ON
- Full-time
Reporting to the Claims Fraud and Investigations Manager, you will conduct investigations of suspected insurance fraud and complex claims matters while delivering high-quality investigative…

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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