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Call Center Empleos

VP Contact Center

ID de la oferta 93506 Fecha de publicación 09/14/2018 Lima, Perú
Servicios cobranzas e inversiones


Gracias por tu interés en ser parte de Scotiabank Perú  y apreciamos tu postulación. Estamos en la búsqueda de personas con talento que quieran crecer y lograr los objetivos de nuestra organización. ¡Te deseamos mucho éxito dentro de este proceso!



Accountabilities:

  • To define and develop the commercial and service strategies of the Contact Centre units, which are aligned with the strategic commercial plan established by the Scotiabank Group.

  • To develop actions for establishing strategic customers relationships, ensuring the cross-selling, new sales and the service improvement, in order to increase customer satisfaction and the sales.

  • To Manage, coordinate and advise IBCC (Toronto) in the Contact Centre regional project to ensure success in this implementation. In this Project the Contact Center Peru will be a HUB.

  • To Plan and monitor the processes development in order to identify best practices, to be implemented locally and regionally; motivating team leaders to look for innovation.

  • To provide feedback to different business and product areas, about the results and customer experiences, in order they can analyze those and propose actions to improve it.

  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

  • 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.

  • Builds 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.




Education / Experience / Other Information:

  • Expert knowledge of sales and service management best practices, and of the Bank's Retail products and services, including a working knowledge of system routines and operating procedures

  • Expert Knowledge of Contact Centre operations (including best-in-class technology and operating/ customer experience models)

  • Thorough knowledge of the Bank's structures, processes, and resources, as well as IBCC's business objectives and strategies

  • Thorough knowledge of international’s financial services marketplace, customer segments, and the Bank's relative competitive position within those market areas

  • Good understanding of Project Management disciplines

  • Thorouqh knowledge of HR and performance management practices.



Ofrecemos un buen ambiente laboral, prestaciones superiores a las de ley, la oportunidad para realizar voluntariado y/o actividades de Responsabilidad Social. Scotiabank esta considerado como el mejor grupo financiero para trabajar en Perú y con presencia internacional. 

Agradecemos tu interés, sin embargo, únicamente los candidatos/as seleccionados para entrevista serán contactados. 

**Scotiabank es una empresa incluyente, que respeta la diversidad y no hace ningún tipo de discriminación**