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Added 4 mins ago
MC
Manager – Banking Cloud & Platform Engineering (35857)
Myticas Consulting
Toronto, ON
- Full-time
Translate banking business priorities, regulatory requirements, risk considerations, and operational challenges into practical technology strategies and executable programs.
Added 6 mins ago
CG
Superintendent, TSF, Dewatering and Infrastructure
Centerra Gold Inc.
Fort St. James, BC
- Full-time
…Infrastructure, accountable for asset integrity, water management, risk mitigation, and the delivery of sustaining and capital work related to tailings, water, and infrastructure systems…
Added 22 mins ago
OG
Project Manager
Optel Group
Quebec, QC
- Full-time
The Project Manager will be accountable for meeting the agreed project scope of work, including project schedule and budget. In addition, the project Manager will support the ongoing…
Added 35 mins ago
V
Branch Manager - West End
Vancity
Vancouver, BC
- Full-time
As a Branch Manager, you will lead branch operations, optimize member experience, and drive business development through exceptional people leadership and strategic execution. You will…
Added 35 mins ago
A
Senior Manager, Change Management & Organizational Development
Aplin
Mississauga, ON
- Full-time
Our client is seeking a Senior Manager, Change Management & Organizational Development to play a key role in a significant Operating Model Evolution program.
Added 35 mins ago
ET
Senior Product Manager, Integration & Data Platforms
Encore Technical Solutions Inc.
Toronto, ON · Greater Toronto Area, Canada
- Contract
Title · Senior Product Manager, Integration & Data Platforms
Added 35 mins ago
SH
Personal Support Manager
SE Health
Toronto, ON · North 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 North York Region. You will ensure high…
Added 37 mins ago
T
Regional Manager, Financial Planning-Edmonton
TD
AB
- Full-time
Are you a seasoned industry professional and team manager, excited to take a team of high-performing financial planners to the next levels of sales and service delivery at TD Wealth? If so,…
Added 37 mins ago
T
Manager, Models & AI Governance
TD
Toronto, ON
- Full-time
Oversee and manage risk reporting dashboards and interface regularly with senior and executive management in identifying keys risks for the business in delivery of initiative and model…
Added 37 mins ago
National Consultant, Partnerships - Scotia iTRADE - Barrie, ON
Scotiabank
Barrie, ON
…day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities…
Added 37 mins ago
D
Senior Manager, HR Technology & Delivery
dentalcorp
Toronto, ON · Support Centre - Toronto Office
- Full-time
The Senior Manager, HR Technology & Delivery leads Dentalcorp’s HR technology portfolio, with responsibility for delivery, governance, optimization, and stakeholder partnership across the…
Added 53 mins ago
ME
Environmental Project Manager
Millennium EMS Solutions Ltd.
Fort St. John, BC · Sherwood Park, AB · AB · Calgary, AB · Grande Prairie, AB
- Full-time
The Project Manager may manage multiple low- to moderate-complexity projects or contribute project management leadership to more complex, multidisciplinary work under appropriate senior…
Added 53 mins ago
S
Director, Deployment Operations
Solink
Remote, Canada
- $156,696 to $195,870 CAD / year
- Full-time
- Remote
Establish governance and operational rigour: Set the standards, SOPs, KPIs and reporting cadence that give leadership clear visibility into deployment health, capacity and risk.
Added 53 mins ago
PC
Manager -Financial Crime and AML
Pwc Canada
Toronto, ON
- Full-time
Strong analytical and problem-solving skills, with the ability to develop practical, risk-based solutions that support compliance, operational effectiveness and sustainable implementation
Added 1 hour ago
R
Senior Product Manager – Identity & Access Management (Okta/Auth0)
Raise
ON · Ontario, Canada
- Contract
We at Raise are hiring a Senior Product Manager – Identity & Access Management (Okta/Auth0) for one of our top clients. After establishing themselves as an industry leader, they’re now…
Added 1 hour ago
OG
Project Manager
OPTEL Group
Quebec, QC
- Full-time
The Project Manager will be accountable for meeting the agreed project scope of work, including project schedule and budget. In addition, the project Manager will support the ongoing…
Added 1 hour ago
C
Senior Project Manager
CBTS
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 1 hour ago
D
Senior Consultant/Manager - Treasury Transformation
Deloitte
Toronto, ON
- Full-time
You’ll empower clients to strengthen financial governance, enhance operational performance, manage risk, and build a modern, data driven treasury organization.
Added 1 hour ago
R
Senior Business Process Design & Project Manager
Raise
Calgary, AB
- Full-time
The Senior Business Process Design & Project Manager leads complex process improvement and transformation initiatives from problem definition through implementation and benefits…
Added 1 hour ago
BP
Senior Project Engineer
Bunch Projects
Calgary, AB
- Full-time
We are seeking a senior Project Engineer to join our design and engineering team. The successful candidate will provide technical and project support across cross-functional teams,…
Added 1 hour ago
P
Project Manager
ProxyLink
Toronto, ON
- $110 to $115 CAD / hour
- Contract
Define and execute product vision, strategy, objectives, and delivery plans in collaboration with business stakeholders, technical teams, vendors, and senior leadership.
Added 1 hour ago
Assistant Manager, Product Management Design & Solutions
Scotiabank
Toronto, ON
The Assistant Manager, Product Management Design & Solutions supports delivery of the Global AML Transformation program & assigned projects and day to day support activities. Working…
Added 1 hour ago
Product Manager Senior - Supply Chain Technology
Acuity Inc.
Brossard, QC
Acuity is seeking a Senior Product Manager – Product Management Tech (Supply Chain) to own the strategy, roadmap, delivery, and continuous improvement of technology products supporting…
Added 2 hours ago
ML
Senior Analyst Identity and Access Management
Maple Leaf Foods Inc
Mississauga, ON
- $77,000 to $112,000 CAD / year
- Full-time
As the Senior Analyst Identity and Access Management, you will report to the IAM Manager and play a key role in maturing Maple Leaf Foods’ identity, privileged access management, and Zero…
Added 2 hours ago
K
Security Supervisor - Retail - Full time
Kandor
Hamilton, ON
- Full-time
Operational Efficiency and Management (60% Time Spent)

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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