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Added 17 mins ago
MA
Program Manager
Mecaer America Inc.
Laval, QC
- Full-time
The Program Manager is responsible for overseeing the execution of the assigned programs, ensuring the contract obligations are duly fulfilled.
Added 17 mins ago
MS
Business Development Manager
Marberg Staffing
Toronto, ON · North York, ON
- $80,000 to $100,000 CAD / year
- Full-time
Business Development Manager - Strategic Partnerships, for longstanding, well regarded boutique personal injury firm client, North York.
Added 17 mins ago
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Dynamics 365 Business Central Operations Manager
BDO
Hamilton, ON · Toronto, ON · Ottawa, ON · Vancouver, BC
- Full-time
BDO Canada is seeking a Dynamics 365 Business Central Operations Manager to join our fast-paced and growing Solution Operations practice, with the ability to work from anywhere in Canada.…
Added 17 mins ago
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SENIOR COMMERCIAL ACCOUNT MANAGER – St. Catharines
BDC
St. Catharines, ON
- Full-time
We are looking for a Senior Commercial Account Manager who will leverage his or her interpersonal strengths and network to generate new business opportunities, while managing a portfolio of…
Added 33 mins ago
RB
Senior Product Manager, AI Solutions
Royal Bank of Canada
Toronto, ON
- Full-time
We are seeking a resourceful and curious Senior Product Manager to lead our work on the Underwrite Assist portfolio within Commercial Banking. In this role, you will be responsible for…
Added 1 hour ago
BT
National Account Manager
Bumper To Bumper Auto Parts
Brampton, ON
- Full-time
We are looking for someone seeking exciting new opportunities as National Account Manager for our thriving team covering Ontario and the Atlantic provinces. The successful person will be an…
Added 1 hour ago
ES
BRANCH MANAGER
ECCO Supply™
Saskatoon, SK
- Full-time
The Branch Manager is a management position which is responsible for the organized, successful and profitable operation of the Company’s Branch. The Branch Manager is part of ECCO Supply’s…
Added 1 hour ago
SF
Senior Project Manager
Soletanche Freyssinet
BC · British Columbia, Canada
- Full-time
The Senior Project Manager is responsible for the successful execution of complex and high-value geotechnical construction projects throughout Western Canada. This role leads projects from…
Added 1 hour ago
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Clinical Trial Business Development Specialist
NPAworldwide
Montreal, QC
- Full-time
Montreal, QC rapidly growing CRO drug testing research organization is looking for a Senior Business Development Manager (5 to 10 years' experience) to advance their already very successful…
Added 1 hour ago
Hydropower Senior Manager - Digital - North America
Hatch
Mississauga, ON
Build and maintain trusted advisor relationships with senior client stakeholders across operations, technology, and executive leadership
Added 2 hours ago
SR
Business & Marketing Development Manager
ServiceMaster Restore of Fraser Valley
Abbotsford, BC
- Full-time
…seeking a strategic and hands-on Business & Marketing Development Manager to lead our outreach, branding, and relationship-building…
Added 4 hours ago
VE
Senior Project Manager
VINCI Energies
BC · British Columbia, Canada
- Full-time
The Senior Project Manager is responsible for the successful execution of complex and high-value geotechnical construction projects throughout Western Canada. This role leads projects from…
Added 4 hours ago
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Senior Electrical Power Engineer
HDR
Calgary, AB
- Full-time
…is poised for monumental growth. We are seeking a qualified Senior Electrical Power Engineer to help our clients develop, contract, and implement natural gas and potentially renewable…
Added 5 hours ago
EN
Client Development Manager
Exafield North America (USA)
Quebec, QC
- Full-time
As our North American business continues to grow, we are looking for a motivated and relationship-focused Client Development Manager to help expand our client base, identify new business…
Added 5 hours ago
V
Senior Project Manager
VINCI
BC · British Columbia, Canada
- Full-time
The Senior Project Manager is responsible for the successful execution of complex and high-value geotechnical construction projects throughout Western Canada. This role leads projects from…
Added 5 hours ago
HC
Charge Nurse
Health Careers Canada
Toronto, ON
- Full-time
…generate new revenue opportunities for UHN. Reporting to the Senior Manager, UHN Medical Solutions, the Clinical Coordinator will be a key member of the International Patient Program,…
Added 5 hours ago
HC
Charge Nurse
Health Careers Canada
Toronto, ON
- Full-time
…generate new revenue opportunities for UHN. Reporting to the Senior Manager, UHN Medical Solutions, the Clinical Coordinator will be a key member of the International Patient Program,…
Added 6 hours ago
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Regional Sales Manager - Farm Retail
DLF - BV
Kawartha Lakes, ON · Lindsay, ON
- Full-time
The Regional Sales Manager is a senior leadership role responsible for driving sales growth, managing key customer relationships, and developing market strategies within an assigned…
Added 7 hours ago
SP
Project Coordinator/Senior Project Coordinator (Edmonton)
Synergy Projects Ltd.
AB · Edmonton, AB
- Full-time
Synergy Projects Ltd. is seeking a Project Coordinator/Senior Project Coordinator to work with the project team towards the timely coordination of workflow regarding construction projects,…
Added 7 hours ago
SR
Sr. Leasing Manager
SmartCentres REIT
Vaughan, ON
- Full-time
The Senior Leasing Manager must be client focused, advocate and communicate a positive image of the company, both internally and externally. The Senior Leasing Manager shall take…
Added 8 hours ago
S
Construction Business Development Manager
SearchLabs
Toronto, ON
- Full-time
We are working with an established Canadian construction organization to identify and introduce strong candidates for a Business Development Manager opportunity based in Toronto.
Added 9 hours ago
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Mortgage Specialist
BMO
Fort St. John, BC
- Full-time
Addresses customer service issues according to established parameters, escalating persistent or complex matters to more senior staff or other departments for resolution.
Added 9 hours ago
J
Account Manager
JobsMedia.io
Montreal, QC
- Full-time
Real strategic autonomy and direct line to senior management
Added 9 hours ago
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Marketing and Communications Manager
GoodWork.ca
Surrey, BC
- Full-time
Position: Marketing and Communications Manager
Added 10 hours ago
NH
Business Development Management - Private Label
Naturally Home Grown Foods
Surrey, BC
- Up to $110,000 CAD / year
- Full-time
The Business Development Manager – Private Label is responsible for driving the growth and expansion of Naturally Homegrown Foods’ private-label and contract manufacturing business across…

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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