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Roynat - Senior Manager, Strategic Support - Calgary

Date: Jan 11, 2019

Location: Calgary, AB, CA

Company: Scotiabank



Requisition ID: 47693


Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose

Contributes to the overall success of the Commercial Bank in Canada by ensuring specific regional business plans and 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.


Key Accountabilities


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


  • Helps to sustain and evolve a client-centric sales culture and operating model within the business line, by:
    • Analyzing and preparing sales management data from Salesforce for further review at GTB/ITBs (e.g. calling activity, pre-call planning, client planning activity, pipeline deal progression, joint call variances, cross-sell activities, etc.). 
    • Act as a Salesforce champion and subject matter expert; provide support and training to the team (in partnership with Commercial Customer Experience) to ensure that all team members have adequate Salesforce knowledge to fully leverage the tool.
    • Analyzing APP data for presentation to the VP and validating and disseminating financial and non-financial metrics within the region. 
    • Conducting key sales and service management activities within the region, including scheduling, setting the agenda for and preparing content for GTBs, including partners as appropriate.  Preparing and managing content for team offsite meetings. 
    • Evaluating, recommending and coordinating customer satisfaction/engagement initiatives within the business line in support of continuous improvement and increased client loyalty
    • Identifying strong performance for recognition purposes, and escalating non-performance issues.
    • Supporting the execution of client segment migration strategies within the business, and in communicating these strategies to affected stakeholders


  • Support the design and development of short and medium-term tactical plans and strategies that successfully position Roynat and Scotiabank within the market to achieve business objectives by:
    • Researching, analyzing and summarizing information on competitive intelligence, business trends and market positioning
    • Reviewing and providing feedback in response to proposals put forward by teams within the business, and making recommendations to the VP for his/her consideration, based on the applicability and relevance of the proposal in relation to the overall business strategy
    • Monitoring and analyzing District Office and Regional performance. 


  • Support the business planning process in the business and provide analysis of proposals / business cases / profit plans / goal plans to support the VP in achieving Roynat’s goals by:
    • Reviewing project proposals or plans to determine applicability, timing and funding availability
    • Documenting a summary of findings, ensuring clarity and substantiation of proposals / plans 
    • being presented for consideration
    • Participating in the development of budgets and profit plans
    • Monitoring results through the review, analysis and trending of reports
    • Identifying and recommending tactical responses to negative trends to the VP
    • Leading the annual business planning process including: SOWT analysis on market and portfolio, formulation and execution of initiatives, call plans, client event initiatives, Quarterly updates vs. Plan and forecasting.
    • Monitoring and assisting in the management of authorized FTE, including portfolio reviews as Relationship Manager vacancies arise, to help ensure vacancies are filled at the appropriate job level (in conjunction with VP and HR)
    • Supporting the VP in maintaining budgets, metrics and reporting for initiatives


  • Lead or support the implementation and communication of initiatives/projects in support of business objectives by:
    • Ensuring clear, appropriate communication and materials are developed or provided to support implementation
    • Ensuring all key internal business partners are participants in the process at the appropriate stage and level
    • Coordinating activities and liaising with team members to ensure objectives are accomplished within prescribed timeframes
    • Reinforcing the Commercial Bank’s Vision, Mission and Strategic Priorities through the use of a multi-channel communication platform within the region
    • Maintaining ongoing contact with Commercial Banking EO communication teams to ensure regional communication and presentations reflect the Commercial Bank’s national priorities. 
    • Supporting the VP in the development of internal/external material that positions Roynat and Scotiabank as the Financial Partner / Bank of choice for Commercial customers in the market


  • Provide direction, guidance and support to members of the Roynat team and, as required, customers and business partners by: 
    • Providing clarification and direction on issues raised
    • Reviewing, prioritizing and responding to inquiries / complaints / requests for information in the absence of the VP
    • Escalating issues to the VP as appropriate, with recommendations and/or solutions
    • Assisting with the negotiation of compromises between team members and partners, guiding those involved to alternatives if required
    • Managing the details and logistics of client appreciation events, executive visits, etc.
    • Analyzing and supporting Pulse results and action planning. 


  • Champion the effectiveness of huddles:
    • Participate in team huddles as required within the business to ensure maximum effectiveness.
    • Monitor progress against E2E objectives and established goals.
    • Act as an escalation champion, vetting tier 1 and 2 problems identified by the team, and escalating and following for resolution of tier 2 issues.


  • Assist with the onboarding of new employees:
    • Ensure new hires are equipped with the tools necessary to be successful (e.x. ClientNet, Salesforce, Deal Tracker, revenue reports).
    • Provide coaching to new employees on how to use the tools referenced above.
    • Act as a regional resource to integrate new employees in Roynat the Commercial Bank.


  • Understand how Roynat’s risk appetite and risk culture should be considered in day-to-day activities and decisions.


  • Implements and maintains strong data governance disciplines to ensure accuracy of information and reporting across all Commercial Bank systems.


  • Actively 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 Guidelines for Business Conduct.


  • Champions 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


Functional Competencies


  • He/she must be able to effectively articulate their views to all levels within the region.  Excellent verbal and written communication skills are essential.
  • The ability to build and maintain key relationships is essential, along with the ability to negotiate, influence and persuade others.  He/she must possess tactical planning and implementation skills.  The incumbent must be a highly organized and analytical person.  In addition, the ability to think independently helps to ensure credibility in dealing with and responding to issues during the VP absence.   
  • Strong PC skills and familiarity with word processing, presentation, spreadsheet software and planning tools are necessary as the incumbent uses a PC for a variety of communication, reporting and general information activities. 


Education/ Experience

  • The incumbent requires detailed knowledge of Commercial Banking, Canada’s financial services marketplace and a detailed understanding of the market areas within their assigned region, including competitive positioning within those markets.  To complement this knowledge a thorough understanding of the Commercial Bank’s objectives, strategies and structures is required. 
  • Thorough knowledge of Commercial Banking products and services, including the supporting systems, routines and operating procedures;
  • Working knowledge of products and services provided by the Bank’s specialized sales forces and other delivery channels such as Wealth Management, Small Business Banking, Global Transaction Banking, Global Risk Management, Cash Management Contact Centres, etc.
  • Working knowledge of products and services offered by other financial institutions and niche competitors;
  • Working knowledge of services provided by support areas such as Shared Services;
  • Solid knowledge of Salesforce, ClientNet, CIS, Deal Tracker and other Commercial Banking systems
  • University degree or work equivalency (BA or MBA in business, finance or economics preferred)

Location(s):  Canada : Alberta : Calgary

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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 selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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