Requisition ID: 197423
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Operational Communications is part of the Global Contact Centres’ National Communications team, responsible for the strategy, development, and execution of all operational and employee communications for Canadian and Canada-supporting Global Contact Centres (including ScotiaGBS, Mexico and Dominican Republic). The incumbent is responsible for the development of day-to-day internal communication solutions that effectively meet business needs. This includes monitoring communication and partner request channels and web-based resources. The incumbent also provides administrative support, where required.
The incumbent works closely with the Manager, Operational Communications & Incident Management, and the National Operations team to ensure that time-sensitive information is communicated as required. They also work very closely with other key stakeholder groups including, but not limited to, Customer Experience, Retail Distribution, Product Teams, and the broader Canadian Bank, to implement communications related to key projects.
Key Accountabilities:
1. Support and Contribute to the Timely and Relevant Delivery of Accurate and Engaging Internal Communications by:
- Drafting and/or editing operational communications (News Items) updates by working with internal CBCC stakeholders (frontline and support areas) and EO and business line partners to support the delivery of memorable customer experiences.
- Developing and managing to communication project plans for CBCC and Canadian Banking key partners, per above.
- Reviewing partner project calendars - e.g., Customer Experience’s Communication Online Request Environment (CORE) – daily, determining the role of Global Communications, advising the Manager, Operational Communications & Incident Management, of any relevant developments, and developing supporting communications.
- Updating content for internal communication through SharePoint/The Hive.
- Engaging appropriate teams for any updates on The Hive.
2. Incident Management Support by:
- Providing back-up support to the Manager, Operational Communication & Incident Management, on incident and crisis communications.
- Partnering with National Operations/other stakeholders to ensure stakeholders are regularly updated on critical incidents or issues.
3. Active Contribution to a High Performing Team Environment by:
- Working collaboratively to foster and maintain a high performing, positive and inclusive work environment.
- Actively participating in team meetings and development activities.
- Regularly communicating with the Manager, Operational Communications & Incident Management, on team wins and areas of opportunity/development.
4. Support the Manager, Operational Communications & Incident Management in Managing an Effective Operational Communications Intake Process.
- Research areas of improvement in current process in collaboration with Manager, Operational Communications & Incident Management.
- Support presentation of statistical findings on a quarterly basis.
- Develop open lines of communication within internal stakeholder community.
Qualifications:
- A university degree or relevant experience in communications, journalism, English, or marketing is required.
- Experience in corporate/internal communications and project management an asset.
- Thorough knowledge of communication principles, and strong verbal and written communication skills are essential.
- Good understanding of social media platforms and their use in employee communications.
- Thorough understanding of a Contact Centre environment (processes, systems, policies).
- Strong organization skills and excellent attention to detail.
- Highly-developed interpersonal skills to facilitate positive and effective relationships with partners, stakeholders and colleagues.
- Able to create a network of stakeholders and be comfortable with managing relationships across multiple business lines.
- Fluency in French and/or Spanish an asset.
Working Conditions:
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Work in a standard office-based environment
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Hours: 8:30 am - 4:30 pm EST, Monday to Friday.
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Location: 888 Birchmount Road, Scarborough
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Start date: ASAP
Location(s): Canada : Ontario : Toronto
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, please click here. 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.
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