Title:  Manager Mortgage Operations

Requisition ID: 265043  

Employee Referral Program – Potential Reward: $0.00 

We are committed to investing in our employees and helping you continue your career at ScotiaGBS
 

Purpose

Contributes to the overall success of the Mortgage Servicing team in ScotiaGBS Colombia 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.

Accountabilities 

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Manages the quality and efficiency of unit operations and processing by: 
  o    Completing all required management reviews, tracking results, and effectively resolving issues 
  o    Leading the day-to-day oversight of workloads, staffing & unexpected issues to ensure stability of processing. 
  o    Proactively managing workloads and staffing levels by planning, coordinating, assigning, and monitoring, 
  o    Completing daily and periodic management controls 
  o    Recommending and implementing corrective measures to prevent recurrence of errors/problem situations. 
  o    Communicating policy, program and process changes and ensuring successful implementation 
  o    Establishing benchmarks and leading the analysis of appropriate tracking and trending to monitor accuracy, timeliness, compliance, efficiency (and improvement if required) 
  o    Implementing changes to the operating procedures, processes, and systems to increase efficiency and meet Bank requirements. 
  o    Reporting immediately any unusual occurrences or irregular or fraudulent activity, deficiencies, and trends to senior management or other business partners as appropriate for resolution 
  o    Reviewing general correspondence, returns and reports to ensure accuracy. 
• Leads the delivery of customer service and/or service improvement initiatives within the unit by. 
  o    Proactively recommending and actioning ways to improve level of service/support provided by the unit. 
  o    Monitoring for quality assurance in the work performed & resolving issues identified. 
  o    Leading team to achieve established service levels agreements and turn-around times 
  o    Supporting other units in response to business volume fluctuations and unexpected events 
  o    Partnering with other business partners to deliver excellence in customer experiences 
  o    Planning and leading service meetings and skill building sessions 
  o    Leveraging the tools and best practices to ensure the unit delivers excellence in customer service 
  o    Managing the expedient notification of processing delays to senior management or other Bank departments as appropriate 
  o    Escalating matters without precedent for resolution, which may include participation in meetings with other stakeholders to establish new policy or procedures 
  o    Maintaining the confidentiality of customer information 
• Contributes to the development and achievement of the unit’s short- and long-term business plan by: 
  o    Actively providing input to the business planning exercise 
  o    Providing recommendations for staffing and expenses 
  o    Operating within assigned budgets 
  o    Providing recommendations for opportunities for service, cost and process improvements and implementing across the unit where necessary 
  o    Supporting business initiatives & managing the execution of business initiatives related to the unit. 
  o    Maintaining tracking, trending and analysis to support business requirement requests (equipment, workload & vacation overrun staffing for peak periods) 
  o    Monitoring and tracking the unit’s contributions to goal and objective achievements 
  o    Participating in cross functional committees
• Leads and develops the unit team members by: 
  o    Providing direction, guidance and support to team members 
  o    Establishing and monitoring goals for direct reports 
  o    Conducting coaching sessions and performance assessments 
  o    Recognizing and rewarding success and managing non-performance 
  o    Effectively planning for training and cross training of employee 
  o    Developing and obtaining agreement on individualized development plans for all direct reports and team members 
  o    Creating an environment of healthy and effective communication 
  o    Effectively using the tools and best practices to create a positive work environment (Scotia Pulse, Applause) Recruiting, hiring and promoting team members in accordance with standard Bank policies
• Understand 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, AML/ATF/sanctions and conduct risk.
• Champions a high performance environment and contributes to an inclusive work environment. 

Dimensions

•    Will manage a team of 40-60 including an Assistant Manager, Supervisor, Administration Officers and Administration clerks 
•    Supports the Canadian Bank and the RBSC with activities ranging from preparing mortgage payout statements, processing mortgage or loan payments or payouts, completing property tax activities, actioning system generated reports or notifications and completing mortgage related maintenance activities. 

Education / Experience / Other Information

•    College diploma/Bachelor’s degree from an accredited institution and/or a minimum of 2 years of relevant working experience 
•    Minimum of 2 years of previous supervisory or management experience required.
•    Advanced English proficiency (B2 level) required.

                                        
Working Conditions

•    Work in a standard office-based environment; non-standard hours are a common occurrence.  Limited travel domestically or internationally. 
•    Requires very close attention reviewing/reading material. 
•    Pressure from meeting deadlines, situations requiring prompt attention, or conflict resolution 
•    Can experience significant fluctuations in volumes of work or unexpected events (system interruptions) which may require overtime. 
•    Works in a constantly changing environment. 

#LI-hybrid

Location(s):  Colombia : Bogota : Bogota 

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, 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. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.