Job Information
Scotiabank Assistant Manager Service & Support in Providenciales, Turks and Caicos Islands
Assistant Manager Service & Support
Requisition ID: 200258
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Leads and oversees the Personal Banking Department in Turks & Caicos, in the English Caribbean Region ensuring
business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal
policies and procedures.
The Assistant Manager Service & Support is responsible for leading the customer service team to achieve
overall branch operational efficiency and effectiveness. He/she oversees the delivery of front line customer service
and administratesve processes necessary for delivering the desired customer experience and ensures the branch
presents a professional image. This includes ensuring adherence to Bank security procedures and financial management
objectives related to team referral and sales goals by providing ongoing monitoring, coaching and performance
feedback throughout the year to instill the desired behaviors. This further includes expense management with
daily and periodic management controls in place and effectiveness, as well as achieving other objectives related to
customer service, other personal objectives related to teamwork and personal development, human resources
management and operational effectiveness. As the leader of the customer service team, the incumbent also has a
primary responsibility for completing service management activities in the branch. You are responsible for
contribute to the provision of human, straight and knowledgeable service through your daily
Major Accountabilities
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
2 Leading the service team in alignment with Service Management Disciplines by:
3 Meeting and/or exceeding weekly, monthly and annual referral and service targets.
4 Consistently ensuring the delivery of our Service Promise:
Make every customer feel welcome.
Take time to understand and anticipate customer needs.
Provide advice and solutions that are right for each customer.
Follow-through and keep promises.
Sincerely thank every customer, every time
- Holding daily kick-offs for all staff
6 Holding bi-weekly service meetings to develop service skills, share successes and communicate results;
7 Conducting one-on-one coaching sessions to continuously improve service performance;
8 Supervise the delivery of Customer Service by:
Contributing to and monitoring the quality of customer service by:
regularly monitoring and observing Service team interactions with customers to identify gaps in behavioural competencies and think of corrective action for reference in coaching sessions;
ensuring the workstations, counter, and areas behind the counter are organized and present a professional image
Contributing to and monitoring the efficiency of customer service by:
Scheduling staff to coincide with known traffic patterns in the branch;
Ensuring that all Customer Service Officers are granted access, are signed on to the appropriate CRM tool (e.g. Qflow), assigned functions and workstations
Regularly monitoring service teams interactions with customers to identify gaps in functional competencies on service issues and product knowledge and record for reference in coaching sessions;
Ensuring staff have sufficient supplies of forms and stationery to provide efficient service;
Authorizing transactions above staff limits, and arrange cover for authorizations during necessary absences;
Taking responsibility for customer’s concerns/complaints by resolving those matters within discretion, to the customer’s satisfaction or by referring the customer to the next appropriate level of authority.
Ensuring staff interact with customers and other team members in a manner that is human, straightforward, and knowledgeable by:
Showing respect for the needs of others by listening to understand their needs and attempting to find compromise in conflicts using the complaint resolution process where appropriate;
Presenting straightforward responses to customers and staff on difficult customer requests; or being up front with staff in addressing performance concerns;
Maintaining your knowledge of transactional processes and product information necessary to provide quality service. 9 Contribute to, and monitor the efficiency of customer service by ensuring staff levels are scheduled to coincide with known traffic/activity patterns in the branch by:
9 Contribute to, and monitor the efficiency of customer service by ensuring staff levels are scheduled to coincide with known traffic/activity patterns in the branch by:
Ensuring staff levels are scheduled to coincide with known traffic/activity patterns in the branch;
Ensuring Service Officers’ interactions with customers are regularly monitored to identify gaps in functional competencies on transaction processes and product knowledge and record for reference in coaching sessions;
Being available to authorize transactions above limits, and arrange cover for authorizations as necessary;
Ensuring ABM(s) are serviced and stocked daily and maintained operational at all times except for technical problems
Ensuring service wait times are tracked and recorded and make recommendations to adjust scheduling where warranted
10 Effectively manage team to respond to and resolve customer service inquiries and concerns across all segments by:
Monitoring and taking responsibility for customer’s concern/complaints by resolving those matters within discretion, to the customer satisfaction or by referring the customer to the Branch Manager
Coaching team to fully satisfy the customer's needs, referring them to another officer/supervisor only when different skills/knowledge are required, ensure the customer understands the benefit to them of the referral, and follow through with the customer to ensure a satisfactory conclusion was reached;
Taking full responsibility for all customers inquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion, to the customer’s satisfaction or by referring customers to the next appropriate level of authority;
11 Ensure Service staff supports the Sales Team in servicing customers by:
Reviewing various activity/management/exception reports to ensure the input and instructions are in line with what the customer and the sales officer agreed;
Following up on outstanding documentation/information to ensure commitments made to customers by the sales officer are met;
In branches that are not supported by a Lending Services Unit, ensure Service Team is assisting sales officers in closing their sales with customers by controlling the quality and timeliness of
investigations, credit adjudication and the preparation of product documentation set-ups.
Ensuring Customer Service Officers are executing all Bank promotional programs and marketing initiatives, including execution of any Direct Marketing campaigns
12 Leading the promotion and referral (where applicable) of Bank products, services and alternate delivery channels by:
Negotiating branch goals with branch management;
Being alert to possible sale opportunities and referral to a member of the branch’s sales team, ensuring referrals targets are being achieved by the service team
Implementing strategies to achieve goals. Monitoring performance against the goals;
Negotiating individual goals for all customer service officers with the help of the Service and Support Officer;
Documenting observed customer/branch interactions, highlighting both positive aspects and improvement opportunities. Support supervisors (as applicable) in the coaching of each subordinate.
Negotiating personal development goals around behavioural and functional competencies. Assist staff in organizing a detailed development plan to close gaps. This plan may include self-learning from Bank documentation, formal training programs, other training tools, and your direct involvement;
Ensuring support is provided to Service Officers in their interactions with customers to ensure realistic opportunities are identified, services suitable to customer needs are set up, and sales opportunities are referred to sales staff using the referral process;
Promoting Scotia Card usage and Self-Service Banking channels as an easy and secure method of account access;
Ensuring all referrals and sales are correctly keyed in the appropriate tool e.g. Sales Platform.
13 Managing the quality and efficiency of Branch Operations by:
Initiating and monitoring the daily accounting cycle in the branch, including the review of the IBP Online Management Summary and Management Review Checklist reports, and completion of BF’s daily and periodic controls {Business Control Checklists (BCCs) or Activity Control Tasks (ACT)} for compliance to policies and procedures;
Monitoring and taking action on the Monthly Branch Report (MBR) Non-Financial section;
Monitoring the interaction and commitments with various central support services;
Monitoring and taking action on deficiencies with branch premises, systems, equipment, inventories of supplies, ensuring the branch reflects a neat, orderly and professional appearance
Monitoring the Plan of Organization including the TCS profiles;
Maintaining a sound knowledge of all approved operating procedures including Central Bank Reporting, Foreign Exchange Regulations, Funding Requirements, Multi Currency General Ledger, etc.; and ensuring compliance with all approved operating procedures
Monitoring and ensuring that all tools (e.g. Sales Platform, Qflow, IAP) are fully functional and available to the relevant staff 14 Performing the Human Resource Management functions for the branch team including:
Hiring of new employees
Completion of H/R documentation and other H/R administrative activities
ensuring new employees complete all required AML/ATF, IBP and other training programs
Implementation of cross training programs to cover for vacations etc.
Ensuring Performance Management requirements are followed, timely completion of Performance
Appraisal Reports, implementation of the Performance Improvement Program as necessary and
processing of merit and promotional salary increases in accordance with policy guidelines.
15 Periodically participating as required in the annual profit planning cycle and the preparation of monthly/quarterly/annual returns
16 Ensuring all General Ledger accounts are reconciled as appropriate;
17 Maintaining control of Branch expenditures and the collection of revenues in order to monitor/evaluate the Branch’s position and assist in the formulation of revised plans to achieve goals;
18 Ensuring that a Branch Interruption Instructions (BII)/Business Continuity Plan (BCP) is in place for the unit and that the plan is maintained as per Bank policies and standard.
19 Execute the Branch Compliance/Security responsibilities as reflected in the Branch Services and Procedures Manual by:
Applying the Know Your Customer (KYC) requirements including verifying and documenting Customer identity, source(s) of funds and the nature of the activity that is to be undertaken;
Confirming accuracy of, and updating KYC information as applicable;
Monitoring the application of KYC requirements by the service teams for significant or unusual account activity and reviewing transactions for suitability and reasonability;
Verifying the application of the KYC requirements by the service teams and take corrective action when policies and procedures are not adhered to;
Documenting and tracking the training received by the staff with respect to AML/ Compliance
Documenting and escalating any unusual occurrences or fraudulent activity to your Compliance Officer/supervisor as per the Bank’s Anti-Money Laundering Guidelines.
Adhering to Bank and Branch security procedures with respect to assigned authorities and responsibilities;
Ensuring bank and customer information is kept secure and confidential at all times;
Ensuring staff are adhering to cash, custody and security procedures and policies at all times
Ensuring staff are adhering to position authorities and bank policies
20 Ensure the Branch is effectively merchandised:
Coordinate the completion of the Branch Merchandising Checklist for your branch once each quarter. Prepare an action plan to address any deficiencies, and follow through to ensure deficiencies are corrected promptly;
Ensuring you are in possession of an up-to-date POS & Ad Schedule for your branch monthly, and materials displayed are compliant. Request an updated schedule form your Officer in Charge if required;
Ensuring adequate inventories of marketing materials are maintained; replacing damaged posters and inventory as required.
21 Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
22 Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
23 Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.
Location(s):
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.