Drive service effectiveness at Scotiabank as a Senior Manager for Client Experience Insights in Toronto, Canada. Leverage your expertise in contact center operations across Latin America and the Caribbean.

In this strategic leadership role, you will provide advisory and strategic guidance for Service Effectiveness across IB Client Experience Centres. Collaborating with country leadership, your focus will be on enhancing customer journeys and service outcomes. You will champion cutting-edge solutions while ensuring alignment with regulatory standards and the Bank’s strategic agenda.

Key Responsibilities:
• Lead service effectiveness initiatives across multiple regions
• Develop and implement integrated multi-year service strategies




• Create standards for change management in large-scale projects
• Identify improvement opportunities in customer journeys
• Engage with stakeholders to optimize client experience and service levels

Requirements:
• University degree or equivalent relevant experience
• 5+ years managing medium to large projects
• In-depth knowledge of contact center operations
• Strong interpersonal and negotiation skills
• Fluency in Spanish is required

Leverage your expertise in service management to enhance client experiences and foster a culture of continuous improvement.
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📌 Senior Manager, Client Experience Insights (Ontario)
🏢 Scotiabank
📍 Ontario