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Added 9 mins ago
FS
Sales Account Manager
Fire safety and protection LLC
Peterborough, ON · Owen Sound, ON
- $75,000 to $95,000 CAD / year
- Full-time
…lives and property through high-quality fire and life safety services. Our team values leadership, precision, and teamwork - making FSP a natural next step for those who have served. FSP…
Added 9 mins ago
FS
Sales Account Manager
Fire safety and protection LLC
London, ON
- $70,000 to $90,000 CAD / year
…lives and property through high-quality fire and life safety services. Our team values leadership, precision, and teamwork - making FSP a natural next step for those who have served. FSP…
Added 9 mins ago
TF
Sr Manager Processing
Thermo Fisher Scientific
Mississauga, ON
- Full-time
As a Senior Manager of Formulation Manufacturing at our organization, you'll guide teams responsible for delivering critical pharmaceutical and diagnostic products that help improve health…
Added 9 mins ago
TC
Supervisor, Middle Office
The Citco Group Limited
Toronto, ON
- Full-time
Supervise a team of Analysts and Senior Analysts supporting them and your Manager in servicing your clients
Added 22 mins ago
T
Credit Analyst II, Franchise Banking Group
TD
Toronto, ON
- Full-time
The Franchise Banking Group is a dynamic team responsible for delivering competitive products and services to franchisee customers of TDBFG. The Franchise Banking Group reports into the…
Added 22 mins ago
T
Senior Manager, Commercial Services
TD
Montreal, QC
- Full-time
…in alignment with credit and operational risk policies. The Senior Manager, Commercial Services is accountable for the Unit's growth through strong pipeline management and sales coaching,…
Added 22 mins ago
T
Bus Mgmt Specialist
TD
Toronto, ON
- Full-time
Work effectively as a team, supporting other members of the team in achieving business objectives and providing client services
Added 22 mins ago
T
VP, Debt Capital Markets, Corporate & Investment Banking
TD
Toronto, ON
- Full-time
Develop and maintain senior client relationships with CFOs, Treasurers, and other corporate decision-makers, serving as a strategic advisor on capital structure, market conditions, and…
Added 22 mins ago
T
Governance & Control Specialist, Corporate and Public Affairs (CAPA)
TD
Toronto, ON
- Full-time
…and Public Affairs (CAPA), which are part of Global Corporate Services. Global Corporate Services (GCS) brings together enterprise-wide capabilities spanning client and colleague…
Added 22 mins ago
NR
Catering Attendant / Receptionist
Norton Rose Fulbright
Vancouver, BC
- Full-time
…to join our Vancouver office. This role will report to the Manager, Office Services & Facilities and will be responsible for delivering a first-class hospitality experience to clients,…
Added 22 mins ago
B2B Sales - Bilingual Trainee Account Manager
Piicomm Inc.
Alfred and Plantagenet, ON
Candidate will be required to perform hands on work to learn and fully appreciate the services provided,
Added 22 mins ago
CH
Fraud, Waste and Abuse Operations Lead Analyst - 12 Months Contract - Express Scripts Canada
Cigna Healthcare
Mississauga, ON
- Full-time
Collect and analyze quality assurance data for public sector client meetings and internal metrics
Added 22 mins ago
O
Senior Project Manager
OnX
Toronto, ON
- Full-time
Currently we are seeking a Project Manager to drive client-based Professional Services engagements within our Cloud, Data & AI group - including cloud migration and modernization, data…
Added 38 mins ago
WO
Registered Practical Nurse - Functional Enhancement Unit
William Osler Health System
Toronto, ON · Etobicoke, Ontario
- Part-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 51 mins ago
BC
Senior Manager, Data & AI
BDO Canada
Vancouver, BC
- Full-time
BDO Digital’s Vancouver office is looking for a Senior Manager to join our Data & AI Consulting Practice team and own the following responsibilities:
Added 51 mins ago
WO
Registered Practical Nurse - Functional Enhancement Unit
William Osler Health System
Toronto, ON · Etobicoke, ON
- Part-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 51 mins ago
RT
Product Owner/Scrum Master
Robosoft Technologies
Canada
- Full-time
This is a highly visible, client-facing role requiring strong technical fluency, exceptional communication skills, and a deep understanding of the full software development lifecycle. The…
Added 51 mins ago
WO
Registered Practical Nurse - Functional Enhancement Unit
William Osler Health System
Toronto, ON · Etobicoke, ON
- Part-time
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills…
Added 52 mins ago
CM
Bilingual Senior Relationship Manager, Relationship Management
CIBC Mellon
Toronto, ON · Greater Toronto Area, Canada
- Full-time
The Bilingual Senior Relationship Manager is the single client relationship and service lead for an assigned group of CIBC Mellon’s CGNP and CFI clients. Senior Relationship Managers are…
Added 1 hour ago
CN
Manager, Innovation and Commercialization
Canadian Nuclear Laboratories
Chalk River, ON
- Full-time
…leading the commercialization of innovative technologies and services that drive real-world impact? Does the idea of shaping strategic partnerships, growing external business, and turning…
Added 1 hour ago
K
Project Manager, IT
KPMG
Toronto, ON · ON · Vaughan, Ontario
- 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 1 hour ago
T
Senior Manager, Commercial Services
TD
Saint-Léonard-d'Aston, QC
- Full-time
…in alignment with credit and operational risk policies. The Senior Manager, Commercial Services is accountable for the Unit's growth through strong pipeline management and sales coaching,…
Added 1 hour ago
Buyer
Dumas
Timmins, ON
Dumas is a leading full-service mining contractor operating in the Americas. The company’s client list includes some of the world’s largest and most respected mining companies.
Added 1 hour ago
M
RQ10989 - Business Architect - Senior
Maarut
Toronto, ON
- Contract
business transformation plans jointly with senior business
Added 1 hour ago
J
Senior Project Manager
JLL
Edmonton, AB · Calgary, AB
- Full-time
JLL is currently seeking a dynamic individual for the role of Senior Project Manager in either Calgary or Edmonton to provide reliable, timely, and professional support to the Western…

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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