Job summary We are committed to investing in our employees and helping them continue their professional development at GSGlobales. 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. 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. Responsibilities - 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, ensure 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 adheres 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, ensure all campaigns follow the Guidelines for staff incentive campaigns. - Understand how the Bank's risk appetite and risk culture should be incorporate into in 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 - Sales, inbound, outbound - B2+ level of English. Working Conditions Work in a standard office-based environment; non-standard hours are a common occurrence. Bogota, D.C., Capital District, CO GSGlobales is part of the Scotiabank group located in Bogotá, Colombia and was created to support various processes of the Bank and the development and execution of its global services. We offer an inclusive and positive work environment, as well as competitive benefits. In GSGlobales, we value the unique skills and experiences that each person brings and have committed to creating and maintaining an inclusive and accessible environment for all. Candidates must apply directly online if they wish to be considered for this position. We appreciate all candidates' interest in this professional opportunity at GSGlobales; however, we will only contact those who have been selected for an interview. 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