Bilingual Frontline Manager (French), Everyday Banking - Tangerine

Requisition ID: 232174

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Purpose

Leads and oversees Service & Sales in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

What You'll Do?

Leads and drives a customer focused culture throughout their team to deepen Client relationships and leverage broader Bank relationships, systems and knowledge.

Lead a team of 15-20 Agents to achieve/exceed sales and customer satisfaction results to provide an outstanding Client and visitor experience

Responsible for the development, coaching and performance management of Associates within the team specific to these areas: Sales, productivity and overall customer experience

Provide Sales forecasts to the Leadership Team that have an accuracy -/+ 10%, based on monthly goals

Utilize Quality Monitoring techniques and any supporting data to coach and support excellent Associate performance and assist in the ongoing needs analysis of the development of Associates

Support team by way of technical and procedural knowledge as well as the handling of escalations and customer complaints

Motivate team and inspire the team to provide an exciting, educational and rewarding work environment

Work closely with peers and other service center groups to effect changes and enhancements in a seamless manner and to ensure consistency of message across all teams

Manage individual team and shared team budget components

Responsible for leadership and stewardship of Tangerine policies and goals and adherence to the same

Spend a minimum of 1.0 hour each month taking calls for the purpose of staying close to Client feedback

Collaborate with Workforce Management to ensure service levels are achieved

Ensure awareness and compliance to the Business Continuity Planning (BCP) procedures

Share the Management On Duty (MOD) responsibility with the peer group and provide floor support when necessary

Hire and terminate Associates, as required

Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk

Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and, managing succession and development planning for the team.

What You'll Bring:

University or College Degree

Minimum 3-5 years of work related experience, preferably in Financial Services

Minimum 2 years of leadership experience

Banking, Canadian Securities and/or Investment Funds in Canada courses is an asset

Knowledge of Tangerine products, systems, policies and procedures is an asset

Positive approach to change and personal development

Demonstrated performance as a role model for Senior Associate level

Bilingualism (French/English) is an asset

Excellent analytic, organization and problem resolution skills

Proficiency in PC software – MS Office Suite

Proven ability to motivate and build high performing teams

Demonstrated ability to use tools and techniques to effectively support departmental initiatives

Ability to resolve customer issues with a focus on improving overall customer satisfaction

Ability to multi-task in a fast-paced environment

Excellent communication skills

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.

Limited travel domestically.

Interested?

If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you?

Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

Location(s): Canada : New Brunswick : Moncton

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.