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Added 9 mins ago
K
Manager, Enterprise Tax
KPMG
Kingston, ON
- Full-time
Contribute to practice growth by building client relationships, identifying opportunities for additional services, and supporting business development initiatives
Added 9 mins ago
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Support Service Representative
BMO
Toronto, ON · YNG
- Full-time
May function as a problem-solving resource for more junior staff, referring non-routine issues to more senior team members and/or manager.
Added 9 mins ago
QP
Operations Manager
QuadReal Property Group
Mississauga, ON
- Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 9 mins ago
YH
Home Support Worker (Part-Time Mixed Shift)
Yee Hong Centre For Geriatric Care
Toronto, ON · Scarborough Finch
- Part-time
Yee Hong Centre for Geriatric Care (Yee Hong) is a recognized leader in senior care, dedicated to providing exceptional, culturally inclusive services that enhance the well-being of older…
Added 9 mins ago
GD
Supply Chain Manager Procurement and Supplier Quality
General Dynamics Missions System International
Ottawa, ON
- Full-time
…establish a unified procurement strategy, and ensure materials and services are acquired at the required quality, delivery date, and total cost. Using data-driven analysis and proactive…
Added 19 mins ago
CR
Senior Program Manager
Canadian Red Cross
Canada
- Full-time
The Senior Program Manager is responsible for the design, planning, implementation, and oversight of programs and services, ensuring alignment with organizational goals and community needs.…
Added 19 mins ago
CR
Senior Program Manager
Canadian Red Cross
Canada
- Full-time
The Senior Program Manager is responsible for the design, planning, implementation, and oversight of programs and services, ensuring alignment with organizational goals and community needs.…
Added 19 mins ago
D
Scrum Master
Dexian
Toronto, ON · Greater Toronto Area, Canada
- Contract
This role is ideal for an experienced Scrum Master who has worked in complex, scaled software development environments and is comfortable working across teams, stakeholders, and senior…
Added 19 mins ago
PS
D365 CE Technical Consultant
Pi Square Technologies
Montreal, QC
- Full-time
We are looking for a Senior Microsoft Dynamics Developer/Lead with expertise in building enterprise-level applications using Microsoft Dynamics and Power Apps. The successful candidate will…
Added 19 mins ago
D
Data Scientist
Dexian
Toronto, ON · Greater Toronto Area, Canada
- $80 to $115 CAD / hour
- Contract
Reporting to the Senior Advanced Analytics Manager, the Data Scientist will be conducting all analytical activities related to FCRM transaction monitoring systems.
Added 19 mins ago
CS
Senior Business Systems Analyst – Treasury Technology
Confiar Services
Toronto, ON
- $50 to $55 CAD / hour
- Contract
We are looking for a Senior Business Systems Analyst – Treasury Technology with 5+ years of experience in Business Systems Analysis within the Banking or Financial Services industry.
Added 19 mins ago
NS
Senior Site Reliability Engineer (SRE) – CDN & Web Performance
N2P Systems
Toronto, ON
- Full-time
We are seeking a Senior Site Reliability Engineer (SRE) to help build and operate a modern, public-facing enterprise web platform delivered through Adobe Experience Manager (AEM) Edge…
Added 19 mins ago
TS
Mining Engineer
TRS Staffing Solutions
Vancouver, BC
- $140,000 to $180,000 CAD / year
- Full-time
TRS is seeking experienced MINING ENGINEERS (Intermediate / Senior) to support a diverse portfolio of mining projects across North America.
Added 19 mins ago
CE
Peer Housing Navigator
CMHA Edmonton (Canadian Mental Health Association - Edmonton)
AB · Edmonton, AB
- $23.59 to $32.13 CAD / hour
- Part-time
…community mental health and suicide prevention programs and services, CMHA Edmonton delivers a broad range of supports, including crisis response, navigation services, housing services,…
Added 23 mins ago
Licensed Practical Nurse - Casual
Optima Living
Chilliwack, BC
…personal mission has grown into one of Western Canada’s leading senior living and continuing care…
Added 23 mins ago
Sr Mechanical Engineer
North American Rail Solutions
Calgary, AB
…is based in Calgary, Alberta, and has provided exceptional services to clients across North America. We are a growing company with a culture based on teamwork and supporting each other's…
Added 23 mins ago
P
Capital Markets and Accounting Advisory Services, Manager
PwC
Vancouver, BC
- Full-time
The Capital Markets Accounting Advisory Services team (“CMAAS”) at PwC is a high performing and fast-growing practice within PwC and Globally. The team is committed to supporting clients…
Added 23 mins ago
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Capital Markets and Accounting Advisory Services, Senior Associate
PwC
Vancouver, BC
- Full-time
The Capital Markets Accounting Advisory Services team (“CMAAS”) is a high performing and fast growing practice within PwC Canada and Globally. The team is committed to supporting our…
Added 23 mins ago
Civil Project Engineer, Municipal
ISL Engineering & Landservices
Victoria, BC
…Vancouver Island and we are looking for an Intermediate to Senior Civil Engineer to lead the design and delivery of municipal infrastructure and urban transportation projects from our…
Added 23 mins ago
T
Business Insights Analyst II
TD
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 23 mins ago
T
Oracle / PostgreSQL Database Administrator
TD
Mississauga, ON · 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 23 mins ago
CG
Senior Wealth Advisor
Canaccord Genuity Group Inc.
Vancouver, BC
- Full-time
Senior Wealth Advisor - Stenner Wealth Partners+
Added 23 mins ago
B
Manager, Community Partnership & Business Development
BMO
Vancouver, BC · FBT
- Full-time
As a key member of the New to Canada and Customer Growth team, the Manager, Community Partnerships & Business Development will be responsible for developing and executing community…
Added 23 mins ago
B
Executive Assistant
BMO
Toronto, ON · BMOPLACE
- Full-time
…and their direct reports. The role provides general offices services ensuring all administrative and operational processes and control standards are followed, while seeking to determine,…
Added 23 mins ago
B
Mortgage Specialist
BMO
Toronto, ON
- Full-time
Stays abreast of consumer needs, industry trends, best practices, and the regulatory requirements, policies, and procedures for mortgage products and services.

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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