Requisition ID: 228472
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose of Job

Contributes to the overall success of the Client Service team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. He/she is responsible for a team that oversees the output of high quality and accurate customer data as it relates to transactional activities for the Corporate and Commercial portfolios.

Is this role right for you? In this role you will:

• Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge.
• Provides excellent and a high-level customer experience by taking responsibility for and ensures that expectations which include accountabilities, objectives, goals are effectively communicated and monitored for all direct reports.
• Ensuring the team(s) adheres to the established Operating Performance Commitments (OPC), is accountable for takeover and that proper controls are in place for audit purposes.
• Maintains a high degree of relevant, up-to-date knowledge and understanding of appropriate products, processes and policies, including completing internal training to maintain expertise, and reviewing all news items, processes, and related publications.
• Provides timely and meaningful data to partners to ensure that data is easily available, thereby facilitating the decision-making process.
• Responds promptly and effectively to service inquiries, concerns and complaints from Banking partners, through the ability to:

• Resolve day to day servicing issues and reduce business and customer impact with the direction of the manager as required, to provide a high-level of service to our customers.
• Analyze situations and present sound recommendations and decisions to overcome any obstacles and escalate as required.

• Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
• Actively promoting employee's ongoing development following a planned approach to be recognized as a Centre of Expertise;
• Responsible for teams that can have direct customer contact and/or charged with providing high quality and accurate output through the execution of customer requests in one of two focus areas:

• Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
• Day to Day i.e., indexing, inquiries, investigations etc.

• Assumes responsibility that the preparation and execution of transactional requests are within internal officer authorization limits or according to external customer approvals.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• 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 Scotiabank Code of 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 vision/values/business strategy and managing succession and development planning for the team.
• Perform other related duties as assigned.

What you will be doing?

• Supervises a team of approximately 10 employees supporting the servicing of activities for the Corporate and Commercial Banking portfolios.
• Applies specialized operational or professional knowledge/standards, as well as a breadth of knowledge in related areas to manage own team.
• Operates independently day-to-day within assigned authorities/limits
• Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods.
• Thorough knowledge of Retail, Commercial and Corporate Banking products, services, tools, procedures, etc.
• Business Units supported include, but are not limited to: Commercial Banking, Small Business, Corporate, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Customer Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).
• Provides national coverage between the hours of operations (7 a.m. – 8 p.m. Eastern Standard Time). Shift may vary.
• Participates in the organization and leads team in pilots, and projects/program initiatives, as required.
• Takes ownership of self-development of management skillsets across different areas.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Post-Secondary Education (Business or Accounting Degree preferred) or a minimum of 5 years equivalent work experience in Financial services or related industry.
• Thorough knowledge of Bank's commercial lending, deposit/investment products, electronic banking/cash management products/services, policies and procedures.
• Thorough knowledge of people and performance management techniques, including coaching feedback, motivational techniques and their application in managing others.
• Thorough knowledge of regulatory requirements including OHS, KYC, AML, CDIC, and Privacy legislation.
• Thorough knowledge of the Bank's interactive systems including BOLDS, BESS, Salesforce, Centre Vu Supervisor, Avaya system, Microsoft Office (Excel, Word, PowerPoint), FFT and TCS.
• Proven customer service skills, as well as flexibility to adapt to changing environments and priorities
• Working knowledge of the Bank's compliance requirements for business banking.
• Strong decision making, problem solving, and relationship management skills.
• Strong Communication (written and verbal) and Organizational skills.
• Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically or internationally.

Location(s): Canada : Quebec : Montreal
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.