ScotiaHelps Team Lead, Front End

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

The ScotiaHelps Team Lead, Front-End contributes to the overall success of the ScotiaHelps FE Team, ensuring specific individual goals, plans and initiatives are executed and delivered in support of the team's business strategies and objectives. The successful candidate will primarily be responsible for leading, coaching and developing a team of ScotiaHelps FE Advisors and ensuring best-in-class customer service and performance while keeping the Bank and our customers safe.

Accountabilities 

•    Develop a team of high-performing, subject matter experts with sound problem resolution that focuses on first contact resolution and delivering solutions for our customers.

•    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
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.

At ScotiaGBS, 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. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.