Manager Sales Optimization

Purpose

The Manager Sales Optimization for the Contact Centre unit is responsible for the formulation and implementation of the service to solutions business model in the contact center to drive revenue generation through process optimization and working collaboratively with cross-functional teams to create effective sales strategies.

Is responsible for the end-to-end process formulation and implementation of the service to solution model in the operational execution, which includes but is not limited to lead generation, routing and campaigning, call and coaching model, training model, variable compensation, risk management, insight steering with other business areas, access to data, frontline capabilities and technology limitations.

The incumbent will lead a team of sales specialists who are responsible to conduct data-based performance analysis, perform business analysis, provide insight for process improvement and act as expert consultants on the model to the different business lines.

The Contact Centre is a 24/7 fast-paced, dynamic business environment that plays a key role in supporting the Bank to achieve its sales and client satisfaction objectives. This is a global position and the Manager, Performance Incentives will have in scope all geographies served in GBS Colombia and the DR.

Actively 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, reputational 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.

Accountabilities

• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Lead and promote a client-focused culture throughout the entire team with a view to intensifying client relationships and take advantage of the Bank's relationships, systems and knowledge in general.
• Building effective working relationships across the team and with various business lines and corporate functions.
• Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches, and actively sharing the knowledge and experience to enhance the development of all team members.
• Coordinate and implement the monthly planning and product sales strategy through for the business lines.
• Build and structure the annual overall sales plans and strategies to achieve or exceed plan.
• Implement standardized sales criteria, performance metrics and productivity benchmarks.
• Formulate in partnership with the Manager Performance incentive the variable incentive plan for revenue generation, in accordance with the established global framework, formulate the plan along with the different business lines, and ensure that these are in line with the Bank's business objectives and sales practices.
• Monitor the fulfillment of the monthly, quarterly, and annual objectives of the business lines, ensuring accomplishment of business goals for each country in terms of presentment rates and targets.
• Strictly adhere to the Scotiabank Global Sales Principles and Sales Conduct Framework and ensure that the personnel under his supervision, and all the sales plans, campaigns or any type of incentive adhere to these principles, carry out monitoring and review of calls in partnership with QA and monitoring to ensure that they comply with full adherence best practices and Sales Principles.
• Understands how the Bank's risk appetite and risk culture should be considered in its activities and daily decisions.
• Lead new project presentations, and support development of implementation strategy.
• Supervise that operational processes adhere to sales policies and principles, ensuring that they have authorizations from internal regulatory entities.
• Comply with the confidentiality agreement for access to systems with sensitive Client information and with Scotiabank Policies and Guidelines regarding the Protection of Customer Personal Information, PII Standards and protection of Employee information.
• Act as a point of contact for the Sales Practices, Sales Optimization, Incentive Monitoring, Quality and Control team located in Toronto or in their respective countries.
• Periodically perform check controls to MIS as per segregation of duties, must ensure their compliance with change control standards and EUCs in partnership with Contact Center local Monitoring and Internal Control teams.
• Keep track of and report all incentive campaigns for staff, ensuring all campaigns follow the Guidelines for staff incentive campaigns.
• Understand how the Bank's risk appetite and risk culture should be incorporated into day-to-day activities and decisions.
• Actively 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.
• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions

• Works in a 24/7 fast-paced, dynamic Contact Centre environment.
• Manages a team of 2-3 Performance Incentive analysts.
• Variable compensation Plan for GBS Colombia Canada Support, GBS Colombia IB support, GBS DR Canada Support and GBS DR IB Support.
• All employees in GBS Contact Center in Colombia and the DR that are subject to have a variable compensation.

Education / Experience / Other Information

• Education: Post-secondary education in Marketing, business or other related discipline preferred.
• Work Experiences:
• Strong knowledge of Scotiabank's Retail, Small Business and Commercial products and services.
• 5-7 years of industry experience preferably in a management role, client service and sales is required.
• A high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex issues and demonstrated ability to negotiate.
• Strong data analysis skills are required.
• Proven ability to strategically influence and motivate others.
• High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment.
• Strong written and verbal communication skills, problem solving is required.
• Strong project management and planning experience or agile framework experience is required.
• Ability to work autonomously combined with the ability to maintain close relationships with other Centres.
• B2+ level of English.

Working Conditions

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

#LI-Hybrid