About this role
About the Role The Team Lead, ScotiaHelps FE is responsible for leading, coaching and developing a team of ScotiaHelps FE Advisors to deliver best-in-class customer service and performance while safeguarding the Bank and its customers. The role emphasizes first-contact resolution, development of advisors, and collaboration with partners to protect the Bank's interests. What You'll Do
- Develop a high-performing team of ScotiaHelps FE Advisors with sound problem resolution, delivering solutions for customers and focusing on first-contact resolution.
- Provide feedback and coaching during live call observations, side-by-side coaching, group coaching, skill building and lesson plans.
- Conduct one-on-one coaching with ScotiaHelps FE Advisors to recognize success, remove obstacles and set focus for continued knowledge, efficiency and quality improvements.
- Manage direct reports following performance management protocols and address performance, attendance and conduct concerns while partnering with HR and ER as required.
- Execute operational and management routines that support employee development and performance.
- Provide a best-in-class customer experience when dealing with business partners, customers, or team members by resolving customer matters; authorizing correspondence and understanding customers’ circumstances.
- Provide human, straightforward, and knowledgeable service to create a relationship of mutual trust with customers and fellow employees.
- Collaborate with business partners on initiatives that will expeditiously protect the Bank's interests and result in optimum recovery ratios. What We're Looking For
- Bilingualism in French is required.
- Strong leadership and coaching capabilities with experience developing ScotiaHelps FE Advisors.
- Customer service excellence with ability to resolve customer matters and deliver solutions.
- Ability to provide feedback through live call observations, coaching and lesson plan development.
- Experience managing performance using established protocols and collaborating with HR and Employee Relations.
- Strong collaboration skills with business partners to protect the Bank's interests.