ID de la solicitud: 220403

Estamos comprometidos a invertir en nuestros colaboradores y ayudarles a continuar su carrera profesional en ScotiaGBS
 

Purpose

 

As a ScotiaHelps Manager, Front-End you will strategically lead, manage, oversee and support the professional development of a team of Team Leads and their direct reports; providing direct leadership, coaching, direction, expertise and guidance, ensuring they are successful in developing customer-focused, high performing teams that provide excellent day-to-day customer service focused on the reduction of delinquencies and the mitigation of losses pertaining to the Bank’s Retail portfolio. Working in close partnership with our various ScotiaHelps teams, the branches and internal business partners, the Manager, Scotiahelps facilitates a collaborative business relationship and provides expert advice and solutions that help business partners achieve their goals while creating and managing high performing teams.  

The ScotiaHelps Manager will contribute to the overall success of the Front-End Team in ScotiaHelps ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures

 

Accountabilities

Leads and drives a best-in-class customer experience when dealing with business partners, customers, or team members; by resolving customer matters, authorizing correspondence in a manner that reflects Bank policies and guidelines and understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of collection practices, policies and procedures. Superior leadership and coaching to motivate and develop individual Team Lead’s performance by:  Developing a team of high-performing, subject matter experts with sound problem resolution, developing their agents to be knowledgeable and confident focusing on first contact resolution and delivering solutions for our customers. Analyzing reporting of results for the team’s performance including identifying coaching opportunities. Conducting one-on-one coaching sessions with Team Leads to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, leadership, and quality. Effectively managing direct and indirect reports on any performance and conduct concerns and working with HR and ER as required. Ensuring direct and indirect reports are aware of business changes, key projects, corporate goals, and the Canadian Banking Strategy.  In addition, any ongoing critical changes affecting customers and employees, in order to improve the day-to-day efficiency of ScotiaHelps CARE, as well as customer service overall. Developing direct and indirect reports to accomplish strategic growth objectives; works with management to recruit, select, hire and train the talent needed to meet the department’s goals. Assess Team Lead’s activities to ensure it is purposeful and effective and align to MOS standards, ensuring routines are followed and effectively conducted, which is integral to develop their Advisors. Effectively and consistently execute management routines and disciplines for team and performance management as defined by MOS’ management expectations guide; utilizing standard reporting, adhering to scheduled routines and adhering to and following relevant processes as defined by our operations. Plan, organize and direct the activities of the collections call centre adjustors so as to provide the Bank  with optimal deliquency ratios and loans levels by:  Frequent review of and directing /redirecting subordinates to various work queues (all collections systems) providing guidance / direction when necessary.  Ensuring subordinates act in a timely manner to identify risk associated with all accounts assigned to them, enabling prompt action to minimize loss and secure the Banks position,  Ensuring the timely and constructive collection activity is conducted by telephone, letter, or other appropiate means to facilitate prompt resolution and/or finalization of accounts,  Undertaking or personally directing the collection activity on complex accounts as required or as directed by GSG management by implementing actions, within limits, that will protect the Banks interest and integrity.  Ensuring and equitable distribution of adjustor workload that is consistent with their level of expertise thereby yielding optimal collection follow up. Authorizing within limits various activities that will expeditiously protect the bank interest and result in optimum recovery ratios.  Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions. Assit in the review and analysis of a broad range of information on delinquent portfolios in order to  identify /correct potential problem by situation:  Identify negative trends and bringing to the attention of the CSCUs Senior Manager Call Centre and/or Centre Director with solutions and suggestions to improve trends.  Recommending appropiate change to policy and procedure that will maximize the recovery of deliquent account and participating, as requiered, in the formulation of the deliquency and loan loss objectives.  Assit with the control of the business objectives of the unit ensuring operational effectiveness:  Recommend appropiate changes to workflows that will provide efficent operations and meet commiments to customers and meet custody and security policies.  Maintain the integrity and confidentiality of Bank and customer information under the rules and regulations as set out in the banks and customer information under the rules and regulations as set in the Banks Privacy code.  Ensure control over routine expenditures,  Conduct periodic checks as required per the branch control cards,  Maintain ctrict adherence to bank and unit security procedures with respect to assigned authorities and responsibilites reporting any unusual ocurrences or fradulent activity to the Manager /sr. Asst Manager inmediatly.  Assist in the management and development of subordinates staff0020in order to achieve objectives:  Create an evironment conducive to individual development, productivity and achievement ensuring open lines of communication.  Provide effective coordination, direction and appropiate training support to subordinates in meeting operational requirements,  Evaluate/measure the performance of inmediate subordinates by conducting reviews, tabulating individual performance statitics and assiste subordiantes in meeting individual objectives/ goals in attaining optimum productivity and effective level perfomrance.   Effectively monitor the evaluation of other employees and management of the performance improvement program.  Take full responsibility for all inquiries/concerns/complaints directed to you by: Ensuring problems are adequately documented and resolved to the customer's satisfaction or referred to the Centre Director for resolution. Making sure any commitments made have been met. Recommending actions that will prevent recurring problems, where possible, identifying root cause of the problem and forwarding suggestions to the appropriate departments for action. Understanding and adhering to the standards and procedures of the Bank's Customer Complaint Resolution process.

 

Reporting Relationships

 

Primary Manager: Senior Manager/ Collections director
Direct Reports: Max 10 supervisors
Shared Reports: Direct report to Canada, and dotted line in Colombia.

         
Dimensions
  

Operates independently day to day and receives direction from the Senior Manager/ Centre Director, Country Management to maximize efficiency and optimize costs.  Number of countries supported: 1 country (Colombian GBS hub) Number of direct reports:  Max 10   Training courses managed: Soft skills, Collections applications, conversation model, LMTs, management disciplines, performance effectiveness

AUTHORITY/DECISION MAKING/DIRECTION RECEIVED:

The incumbent receives ongoing direction from the Centre Director. Due to the incumbent’s working hours, which may extend into the early evening, he/she is expected to operate autonomously within the delegated limit.  Complex issues and matters beyond established limits are referred with sound recommendations to Centre Director. The incumbent works in accordance with practices and procedures as outlined in the Canada Retail Collection Unit guidelines and is expected to utilize sound judgment in the interpretation of instructions and data. 

Education / Experience / Other Information 

 

Completed of post-secondary education,  Minimum 3-5 years of supervisory experience in management. Collections and Branch working experience and bilingualism is considered an asset. Thorough knowledge of the Bank’s Retail products, services and operating/collection systems including CACS, RLP, KS, CIS, Sales Builder, TLS, is an asset. Strong coaching and people leader abilities. Strong organizational and time management skills. Strong interpersonal and communications skills (written and verbal). Advance English level. (C1) Strong multi-tasking skills and ability to work on parallel and competing initiatives. Very good negotiation and intermediate data analysis skills in order to coordinate and maximize results through the use of collections strategic. Organizational and motivational skills and the ability to prioritize/delegate and deal with a variety of complex tasks and situations on an ongoing basis. Excellent communication skills (verbal and written). Coaching Skills – must be able to guide employees to solutions on areas of opportunities. Microsoft proficiency (Word, Excel) – Intermediate level.

  

                                        
Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.   A standard office environment is provided.  The work conducted is primarily on a terminal or computer. The position is primarily non-physical with intermittent periods of sitting or standing.  There is some daily lifting required, i.e. files, computer reports, etc. Generally, the position requires the normal use of sight or hearing. Due to the attainment of targets and deadlines, hours of work can often extend beyond the normal workday.  Split shifts are necessary to accelerate customer contact and adjustments based on work volumes are required which can be disruptive to an individual’s lifestyle. High level of stress due to managing multiple and conflicting priorities and deadlines.

Ubicación(s):  Colombia : Bogota : Bogota

ScotiaGBS forma parte del grupo de empresas de Scotiabank ubicado en Bogotá, Colombia, y fue creado para apoyar diversos procesos del Banco y el desarrollo y ejecución de sus servicios globales. Ofrecemos un entorno de trabajo inclusivo y positivo, además de ventajas competitivas.

En ScotiaGBS, valoramos las habilidades y experiencias únicas que cada persona aporta y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en ScotiaGBS; sin embargo, solo contactaremos a quienes hayan sido seleccionados para una entrevista.

Nota: Todos los puestos que se publican en me@Scotiabank estarán disponibles durante al menos 5 días.