Manager, Customer Care (Bilingual) – Halifax, NS Requisition ID: Join a purpose driven winning team, committed to results, in an inclusive and high‑performing culture. Leads and oversees a team in the Global Client Experience Centres ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. In this role, you will: Lead and drive a customer‑focused culture throughout your team to deepen client relationships and leverage broader bank relationships, systems and knowledge. Ensure the team of high‑performing subject matter experts with sound problem resolution skills, developing CCAs to be confident advisors, focusing on first contact resolution and delivering personalized advice and solutions for customers. Ensure all CCAs have established annual performance objectives aligned with business plans, tracking individual performance and preparing CCA app commentary and one‑on‑one delivery discussions. Engage in coaching as an ongoing observational activity with CCAs by providing relevant feedback and coaching during live call observations, side‑by‑side, group coaching and skill building. Review CCA customer interactions (live calls, recorded calls, service observations) to identify coaching and development opportunities, common challenges and appropriate solutions. Schedule regular one‑on‑one coaching sessions with CCAs to recognize success, help overcome obstacles and set focus, ensuring improvement of knowledge, efficiency and quality. Effectively manage direct and indirect reports of any performance and conduct concerns and work with HR and ER as required. Prioritise employee development through regular PDP discussions. Provide regular visibility on the floor to foster a strong, positive team environment, drive employee empowerment, innovation and engagement. Identify, deliver and support training and development needs of team members. Lead team meetings to acknowledge positive results, provide regular recognition of CCAs for delivering exceptional customer experiences, and communicate the team’s focus. Support new CCAs with onboarding and transition from training to the floor. Drive the internal communication process to keep CCAs aware of business changes, key projects, corporate goals and strategies. Facilitate a culture of open and honest communication, encouraging new ideas and approaches, and sharing knowledge and experience to enhance development of all team members. Build effective working relationships across the team and with various business lines and corporate functions. Actively promote delivery and achievement of industry‑leading customer service by: Having a clear understanding of the Centre’s financial and non‑financial goals and the fiscal year GCEC strategy. Independently devising and implementing tactical responses to specific performance issues within the team to correct negative trends. Act as the first level escalation point for CCAs, resolving issues and negotiating compromises, taking over a customer call when required to provide coaching opportunities. Act as a change agent, leading, motivating and supporting CCAs through changes. Ensure every customer experience is consistent with the CEC service standards and provide value‑add customer service through leading by example. Proactively identify trends among team related to customer satisfaction/retention, CCA knowledge, productivity, etc., and bring recommendations to the Senior Manager. Actively review CMS and Verint for short, medium and long calls to improve efficiency. Understand how the bank’s risk appetite and risk culture should be considered in day‑to‑day activities and decisions. Create an environment in which the team pursues effective and efficient operations in accordance with Scotiabank’s values, code of conduct and global sales principles, ensuring adequate adherence to operational, compliance, AML/ATF/sanctions and conduct risk controls. Build a high‑performance environment and implement a people strategy that attracts, retains, develops and motivates the team through inclusive work practices, coaching mindset, communication of vision and values, and managing succession and development planning. Do you have the skills that will enable you to succeed in this role? Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services. 3‑5 years of industry experience, preferably in a management or coach‑type role. Previous management/leadership experience required; excellent team leadership, strong coaching and mentoring skills. Strong customer service experience, including high judgment, organisational skills and problem‑solving to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes. Demonstrated change leadership, cross‑cultural leadership and a strong focus on the customer and results; proven ability to influence and motivate others. High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast‑paced, dynamic environment. Strong written and verbal communication skills. Ability to take initiative in creating new processes that support and help achieve business objectives. Demonstrated relationship‑building skills to ensure cooperative working relationships with team members, colleagues and business partners. Bilingual written and oral in French and English required. Working Conditions: The Global Client Experience Centres is a 24/7 environment. Extended/non‑standard operating hours are required to accommodate service level agreements. Overtime during peak season and/or periods of increased volumes and shift changes with notice may be required. Non‑standard hours are common. Limited domestic travel. Location(s): Canada – Nova Scotia – Halifax Scotiabank is a leading bank in the Americas, guided by our purpose: “for every future”. We value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. #J-18808-Ljbffr