Title:  Retail Operations Senior Officer

Requisition ID: 244585

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

Purpose 

Contributes to the overall success of the Mortgage Operations and Investment Support, in GBS-DR ensuring specific individual goals, plans, and initiatives are executed/delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted comply 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. 

Provides administrative and processing support by:  

Providing coverage on a variety of jobs within various units as determined by leadership, based on day-to-day operational requirements. 

Responding independently to correspondence and telephone inquiries by ensuring that action is taken to fully address inquiries, including making outbound customer calls as required. 

Verifying the accuracy, completeness, and authorizations of activities/work, correcting the data, and documenting the error.   

Completing all assigned tasks with a high level of accuracy and attention to detail.  

Identifying policy/process non-compliance situations  

Monitoring and prioritizing daily workloads to ensure completed within the published Service Level Agreements  

Preparing and checking returns and reports  

Checking and authorizing transactions within defined limits  

Conducting detailed investigations to resolve exception situations, completing complex adjustments or corrections, and answering general procedural queries. 

Acquiring and maintaining detailed knowledge of all department functions/processes and a thorough knowledge of the systems used, including a working knowledge of related retail products and service. 

Providing guidance and training of other team members  

Assisting with the implementation of required changes (policy, process, systems, etc.)  

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

Escalating concerns and coordinating resolutions with their manager.  

Ensures customer service is consistent with GO Perform values by:  

Ensuring a high level of professionalism is maintained during all interactions with other Bank staff. Notifying the supervisor/assistant manager/manager, as appropriate, when processing delays occur.  

Maintaining the confidentiality of customer information.  

Following up on outstanding, unresolved issues or policy non-compliance situations. 

Maintain strict adherence to established operating and security procedures by:  

Adhering to established Bank regulations and procedures within assigned authority and Responsibility  

     Reporting Relationships

Primary Manager: 

(include secondary Manager if applicable) 

Manager, Investment Services 

Direct Reports: None 

Dimensions 

Provides administrative and processing support for the Canadian Bank mortgage portfolio and Investment Support within the Retail Business Banking Operations – RBBO  

Services a mortgage Bank portfolio ~$300B 

Scotia Mutual Funds, 3rd Party Mutual Funds,GIC’s, Non-Registered and Registered Accounts (RRIF, LIF, LRIF, PRIF, LIRA, RRSP, TFSA) 

Systems: RPM SSUI, IPUI, Intralink, FundSERV, FundCom, and Image/AS400, ATON, Pega GOFS, MS Power. 

Education / Experience 

University degree or student of Accounting, Finance, Business Management, or related field. 

Relevant working experience of minimum of 1 year 

Good knowledge of Microsoft Office applications (Excel, Word, Outlook) 

Advanced English Skills 

Working Conditions 

Work in a standard office-based environment; non-standard hours are a common occurrence. 

No travel requirements. 

Attention to detail when reviewing/reading material.  

Pressure from meeting deadlines and situations requiring prompt attention. 

Can experience significant fluctuations in volumes of work or unexpected events (system interruptions) that may require overtime.  

Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief, and unplanned absences. 

Works in a constantly changing environment.  

Staff will work Monday to Friday 8:30AM to 5:30PM and every other Saturday from 8:30AM to 5:30PM.  

Ongoing requirement to advance skills and enhance knowledge across multiple functions. 

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.