Manager, Customer Care (Bilingual) - Halifax, NS (South End)

Overview

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.

Responsibilities

1. Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
2. Develops a team of high-performing, subject matter experts with sound problem resolution skills; ensures CCAs are knowledgeable, confident advisors focused on first contact resolution and delivering personalized advice and solutions for customers.
3. Ensures all CCAs have established annual performance objectives aligned with business plans and tracks individual performance against objectives. Manages CCA APP co...