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Added 5 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 6 mins ago
Retail Experience Lead & Delivery Driver
Fire & Flower Inc.
Selkirk, MB
The Retail Experience Lead & Delivery Driver is responsible for opening and closing duties, overseeing daily operations, and supervising staff during an assigned shift.
Added 20 mins ago
W
Manager I, Quality
Worley
Markham, ON · Toronto, ON
- Full-time
As a Project Quality Manager, you will be responsible to provide local subject matter expertise and hands on support to deliver successful project outcomes and foster a positive quality…
Added 35 mins ago
TL
Intermediate / Senior Litigation Assistant
The Law Office Management Association (TLOMA)
Toronto, ON
- Full-time
Drafting cover/service letters and coordinating delivery of documents;
Added 35 mins ago
WC
Pharmacy Assistant
Walmart Canada
Port Elgin, ON
- Full-time
…Operations required of a team player. They are a key member in the delivery of superior customer…
Added 36 mins ago
OH
Coordinator: Volunteers
Ottawa Humane Society
Ottawa, ON
- $25.98 to $31.63 CAD / hour
- Full-time
Support the development and delivery of volunteer recognition and retention programs, events, and activities
Added 36 mins ago
Procurement Manager
I M P Group International Inc.
Amherst, NS
The Procurement Manager is responsible for planning, managing, and delivering all procurement activities for the IMP Aerostructures manufacturing operation. This role ensures the timely…
Added 1 hour ago
CO
Growth Coordinator
City of Saint John
Saint John, NB
- Full-time
Assist in the delivery of the City Market Strategic Plan and work with the City Market Manager to support the daily operations of the City Market, and Night Market;
Added 1 hour ago
CO
Manager Policy and Risk Management
City of Saint John
Saint John, NB
- Full-time
The Manager Policy and Risk Management is responsible for research and analysis, policy and procedures, and risk management.
Added 1 hour ago
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Tremplin Program Coordinator
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…experiential learning opportunities. Reporting to the Tremplin Manager and the Principal Investigator, the Coordinator will contribute to the coordination, facilitation, evaluation, and…
Added 1 hour ago
F
Supervisor IT Client Services
FortisAlberta
Airdrie, AB
- Full-time
Under the general direction of the Manager IT Client Services, the Supervisor IT Client Services is responsible for managing the day-to-day operations of the IT Service Desk and Deskside…
Added 1 hour ago
W
Pharmacy Assistant
Walmart
Port Elgin, ON
- Full-time
…Operations required of a team player. They are a key member in the delivery of superior customer…
Added 1 hour ago
SJ
Radiation Safety Officer (RSO) & Radioligand Therapy (RLT) Prog Coordinator
St. Joseph's Healthcare Hamilton
Hamilton, ON · Charlton Campus
- Full-time
Working with the Manager of Nuclear Medicine and PET, provides operational leadership for the Radioligand Therapy Program, coordinating patient care activities, resource utilization, and…
Added 1 hour ago
SJ
Physician Assistant - OBGYN
St. Joseph's Healthcare Hamilton
Hamilton, ON · Charlton Campus
- Full-time
Reporting to the Manager of Medical & Academic Affairs in collaboration with the physician leadership in the department, the Physician Assistant (PA) works collaboratively with the…
Added 1 hour ago
RM
Shipper Receiver
Rocky Mountain Equipment
Edmonton, AB
- Full-time
Ensuring communication with the parts manager regarding back ordered parts
Added 1 hour ago
OC
Manager, Residence Services
Olds College
Olds, AB
- $87,000 to $95,000 CAD / year
- Full-time
The Opportunity - Manager, Residence Services (full-time, permanent)
Added 1 hour ago
TL
Shop Operations Manager
Transx Ltd
Calgary, AB
- Full-time
Reporting to the Maintenance Support Services Director - the Shop Manager role is accountable to execute the strategic direction for fleet operations with the corporate direction of the…
Added 1 hour ago
S
Program Receptionist
SHIPSHEY
ON
- $34,777.6 to $41,570.1 CAD / year
- Part-time
- Temporary
Reporting to the Program Manager, the Receptionist will be responsible for greeting and welcoming residents, community members and external guests as the first point of contact to the…
Added 1 hour ago
HT
Trade Compliance Program Manager
Husky Technologies
Bolton, ON
- Full-time
As the Global Trade Compliance Program Manager, you will report to the Director, Global Trade Compliance & Customs and serve as the program lead for enterprise-wide trade compliance…
Added 1 hour ago
A
Store Manager, McArthurGlen Outlet
adidas
Vancouver, BC
- Full-time
We could list tired, old bullet points about Store Manager tasks but we’re confident you already know that. Here’s a bit about the kind of leaders we look for.
Added 1 hour ago
WB
Customer Service Specialist CSS
Westcan Bulk Transport Ltd .
Ottawa, ON
- Full-time
Communicating schedule requests to Assistant Terminal Manager
Added 1 hour ago
WB
Logistics Specialist (Dispatcher)
Westcan Bulk Transport Ltd .
Mississauga, ON
- Full-time
Communicating schedule requests to Operations Manager
Added 1 hour ago
HH
Social Worker MSW
Hamilton Health Sciences
Hamilton, ON
- Full-time
Reporting to the Integrated Manager of Transitions, Hamilton General Hospital, the Social Worker will conduct psychosocial assessments and develop treatment plans that include counseling,…
Added 1 hour ago
HH
Social Worker MSW
Hamilton Health Sciences
Hamilton, ON
- Full-time
Reporting to the Manager of Transitions, Juravinski Hospital and Cancer Centre, the Social Worker will conduct psychosocial assessments and develop treatment plans that include counseling,…
Added 1 hour ago
B
Manager, Business Restructuring & Turnaround Services
BDO
Oakville, ON · Toronto, ON
- Full-time
Our Toronto office is looking for a Manager to join our Corporate Restructuring team.

Closed listing

Scotiabank

Manager, Customer Care - E-Customer Experience & Social Media

Toronto, ON, M1L 4S2, Canada

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

Closing date: 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

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Original job description

Archived listing. The details below describe a past opening.

Requisition ID: 275451

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Manager, Customer Care - E-Customer Experience & Social Media

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.

About employer

More about this job

Responsibilities

The Manager leads and oversees the Social Media, Click to Chat, and Communication Centre Support teams to ensure high-quality customer outcomes. They provide strategic guidance, operational oversight, and coaching to foster a customer-focused culture while managing risk and compliance.

Requirements

Candidates should have 3-5 years of industry experience, preferably in management or digital customer care, with strong leadership and coaching capabilities. Proficiency in retail banking products, digital service channels, and analytical problem-solving is essential for success in this role.

Skills

People leadership
Coaching
Customer service
Digital customer care
Social media management
Analytical thinking
Problem solving
Risk management
Communication
Relationship building
Operational oversight
Strategic guidance
Performance management
Conflict resolution
Digital fluency

Visa sponsorship

Not detected in the job text

Keywords

Social Media
Click to Chat
Communication Centre
Customer Experience
Digital Banking
Risk Appetite
Compliance
People Leadership
Coaching
Operational Oversight
Strategic Guidance
Performance Management
Retail Banking
Customer Resolution
Stakeholder Management
Data Analysis
Process Improvement
AML
ATF
Sanctions
Business Processes
Service Delivery
Customer Retention
Digital Fluency
Relationship Management

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