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Title:  Senior Manager, Process Quality Assurance, Atlantic Canada Region




Requisition ID: 141840

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


Senior Manager, Process Quality Assurance, Canadian Business Banking - Atlantic Canada Region




The Senior Manager, Process Quality Assurance, is responsible for executing upon a strategic plan related to ensuring assigned Commercial Banking groups and/or teams are complying with credit and operational processes. The intended outcome is to ensure process standardization and optimization across the Commercial Banking platform. 


The individual will cultivate an environment of effectively understanding gaps and identifying opportunities to execute process requirements while at the same time ensuring client needs are met in an effective and efficient manner. They will also champion and contribute to operational efficiency changes.


The incumbent will manage and provide direction to regional team members who are responsible for overseeing resolutions of regional portfolio compliance requirements as well as addressing open Audit Findings, KYC issues and providing recommendations for improvements.


The incumbent will present Regional results and action plans on a regular basis to the National Director and work very closely with the VP & Head and/or other Leadership of Commercial Banking groups assigned from time to time, as well as Partners from GRM, Audit, Global Operational Risk, and Commercial Banking EO. They will also participate in regular meetings held by Commercial Banking regional Teams.


The incumbent will contribute and execute strategies and tactics to establish and maintain appropriate controls on the regional portfolios as well provide subject matter content for credit and operational risk training programs. They will also be responsible for ensuring appropriate communication is in place to disseminate credit process changes, compliance trends and coaching opportunities for both regional individuals and Leadership. 


The role is intended for a highly capable individual with strong credit background, a progressive analytical mindset and good understanding of Commercial Banking as they will be involved in contributing to strategic solutions and obtaining engagement from all stakeholders.



•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.


•    Provide Strategic input and transparency of compliance metrics to Senior Leadership

o    Oversee key metrics to include adherence to processes to maintain satisfactory standards for past due annual reviews, late interim reporting, offside conditions not addressed, outstanding collateral defects, Higher Risk customers, as well as various operational and credit processes such as completion of environmental documents, due diligence checklist, satisfaction of conditions precedent as well as pricing threshold sign offs and lending program requirements. 
o    Work with Key Performance Indicators and Service Level Agreements for various processes both existing and new ones identified during quality testing.
o    Contribute Regional findings to the National Dashboard to Commercial Banking Executive Leadership Committee and advise of trends, gaps and provide recommendations for action plans. This will include recommendations to address longer systemic challenges.


Provide direction for the resolution of challenges or gaps

o    Ensure timely resolution of challenges, negative trends or gaps in the credit and operational processes which are discovered from the regional sampling exercises and being addressed by regional Bankers.
o    Manage and tracking resolution of issues as well as escalating any delays or challenges.
o    Coach and influence the regional Commercial partners with skills related to credit, time management and priority setting.
o    Maintain regularly scheduled meetings with Regional Commercial team members to share best practises and common themes in order to enhance solution building skills and be aware of any evolving similar themes within the region or different business lines in Commercial Banking.
o    Collaborate with various Partners such as GRM, Audit, Global Operational Risk and Shared Services to best understand root causes of gaps or issues in existing processes and potential opportunities.
o    Contribute to the overall culture of accountability and requirement for local solution of any process issues resulting from gaps in execution. 
o    Provide input and support approvals for changes with respect to resources, credit documentation, credit processes/lending programs/ operational processes and manual sections which would be necessary as part of solutions to systemic challenges.

Contribute to the Training needs resulting from gaps in Processes

o    Work with Credit Solutions and other business units as required to identify areas of training needs for various credit and operational processes.  The incumbent will act as a subject matter expert and share information obtained from the sampling which will be used in the creation of effective training programs.
o    Regional Team members may from time to time be called upon to deliver training related to specific process content. 
o    Working with various Partners, the incumbent will require a strong knowledge of various credit and compliance topics and the ability to take complex situations and break them down to straight forward components which can be rolled out and delivered by regional team members.
o    Collaborate with various Commercial Banking EO members to determine effective methods to communicate credit process changes or amendments through the regional team members to impacted Bankers.


Identify and drive efficiencies and process improvements

o    Cultivate an environment of continuous improvement
o    Work closely with applicable partners and colleagues to ensure standardization of processes and execution is being followed in a consistent manner
o    Champion key efficiency initiatives and co-ordinate efforts with Partners as necessary
o    Identify and drive efficiency opportunities by provide subject matter expertise as necessary to colleagues responsible for running initiatives to create capacity
o    Source efficiency recommendation from team members and relay key feedback from the field to Head Office Leaders


•    Understands how the Bank’s risk appetite and risk culture should be considered 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, and conduct risk. 


•    Champions a high-performance environment and contributes to an inclusive work environment. 


Education/Experience/Other Information:

•    Post-secondary education in Business, Accounting, Finance
•    5+ years of Commercial Banking experience
•    Internal Credit Audit / Audit experience an asset
•    Excellent knowledge of Commercial Banking processes, products and services, including a working knowledge of the systems, routines and operating procedures
•    Superior credit adjudication skills and sound judgment as demonstrated through his/her previous track record and experience
•    Demonstrated ability to generate and implement strategies, roadmaps and business cases 
•    Superior risk assessment and analytical skills
•    Superior accounting and financial analysis skills
•    Strong coaching skills
•    Good understanding of commercial management systems 
•    Superior communication skills (oral & written)
•    Superior industry knowledge                                



Location(s):  Canada : Nova Scotia : Halifax || Canada : New Brunswick : Fredericton || Canada : New Brunswick : Moncton || Canada : Newfoundland and Labrador : St John's || Canada : Prince Edward Island : Charlottetown 

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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