Please be advised that our Careers site will be unavailable from November 28 at 12am ET to November 29 12am ET for scheduled system maintenance. Title: Senior Manager, Service Effectiveness & Insights - Toronto, ON Requisition ID: Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Provides advisory, oversight, and strategic input for Service Effectiveness and Insights across IB Client Experience Centres operations in Mexico, Peru, Chile, Colombia, Central America, and the Caribbean. The incumbent is a Service Effectiveness subject matter expert in the Contact Centre landscape, bringing depth and perspective to the GCEC team and Channel Performance across specialized areas such as: Workforce Management, Technology & Tools, Operating Model Design, Performance Management,



Customer Experience and Continuous Improvement. The Senior Manager is responsible for organizational, infrastructure and operating model alignment across all IB CEC teams with the goal to create a one-best way approach to delivering on client servicing and a high-performance workplace. Working with IB Channels, country leadership and the GCEC extended network of support and delivery teams, the incumbent fosters sharing and best practice exchange that supports standardization and continuous improvement across operations. The incumbent partners closely with IB Client Experience Centres Heads to ensure business strategies are consistent with the

📌 Senior Manager, Service Effectiveness & Insights - Toronto, On
🏢 Scotiabank
📍 Toronto