Customer Experience Lead ID: 55759

Deadline Date:

Location: Marathon

Leads and oversees the overall success of the Retail Service team, in a Canadian Bank branch, ensuring business strategies, initiatives, and specific individual goals 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.

Posting Date:
 2 Hemlo Drive
Start Date:
Number of positions:
Days of work:
Business, Finance and Administration
Leads and drives a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Contributing to the overall Net Promoter Score by identifying opportunities to enhance the customer experience. Demonstrating and coaching to the Service Basics* during and after customer interactions and providing transaction authorizations and review as required. Provide consistently excellent customer experiences and demonstrate ‘Our Service Promise by being best at the basics: Friendly, Willing to Assist, Efficient and Professional Ensuring every customer experience is consistent with Scotiabanks service standards and customer concerns are resolved quickly and efficiently, escalating to the Branch Manager and/or the Office of the President as appropriate. Ensuring the Branch presents a professional image according to Bank and Brand Care requirements. Executing service management activities as outlined in the Branch Management Disciplines Oversee the implementation of the Banks policies, practices, special initiatives and procedures to minimize Banks exposure to risk. Assigning, in conjunction with the Branch Manager, position authorities for team members. Adhering to and ensuring team members compliance with position authorities, limits and bank policies. Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Assistant Manager, Branch Manager and/or applicable Shared Services department as appropriate. Arranging cover for authorizations during necessary absences. Monitoring and taking appropriate action on deficiencies with Branch premises, systems, equipment and supplies, including ensuring ABMs are serviced and stocked. Provides human resource administration support for the Branch team. Adhering to cash, custody and security procedures and policies at all times. Lead the delivery of customer service at the service counters and support the promotion of Bank service. Developing a clear understanding of the branchs financial and non-financial goals. Monitoring work schedules for the team to ensure they meet customer service demands, recommending adjustments to the Manager Advice and Service as required.
Expert knowledge of service management activities and techniques, Thorough knowledge of techniques and guidelines for managing customer traffic Thorough knowledge of transactional services and related policies and procedures Thorough knowledge of cash, custody and security processes and procedures
Closing Date/Apply by:
How To Apply:
Apply online at:

Employer Contact Information

Contact Name:
Position Title:
Company Name:
Postal Code:
Web Address:

In this section