Scotiahelps Team Lead, Front End

hace 1 semana

Bogotá, Colombia Scotiabank A tiempo completo

Requisition ID: 240729

Thanks for your interest in ScotiaGBS, the best campus in Bogota.

Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.

**Purpose**

**Accountabilities**

- Provide relevant feedback and coaching during live call observations, side by side, group coaching, skill building and lesson plans.
- Conduct one-on-one coaching with ScotiaHelps FE Advisors to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
- Effectively manage direct reports following performance management protocols that address any performance, attendance and conduct concerns while working with HR and ER as required.
- Effectively execute and ensure operational and management routines are followed that support employee development and performance.
- Provide a best-in-class customer experience when dealing with business partners, customers, or team members by resolving customer matters; authorizing correspondence and understanding the customers’ circumstances.
- Provide human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees.
- Collaborate with business partners on initiatives that will expeditiously protect the Bank's interests and result in optimum recovery ratios.

** **Reporting Relationships**
Primary Manager:
ScotiaHelps Manager, Front End
Direct Reports: N/A
Shared Reports N/A

**Dimensions**
- 10 advisors

**Education / Experience / Other Information (include only those that are specific to the role)**
- Expert knowledge of ScotiaHelps FE practices, policies and procedures is required.
- Thorough knowledge of Collections Policy & Procedures
- Proficiency in MOS call skill and management routines (recommended)
- Strong knowledge of providing client solutions including customer assistance tools
- Minimum of 5 years’ experience in the financial services industry.
- Demonstrate initiative, problem-solving, and decision-making within scope of responsibilities.
- Excellent time management, record keeping and strong multi-tasking abilities.
- Self-driven in creating a high-performing team and effective execution of business objectives.
- Demonstrate a positive approach and collaboration with direct reports and Management Team.
- Strong leadership, coaching and people development skills.

**Working Conditions**

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

Location(s): Colombia : Bogota : Bogota

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

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