Title:  PB Manager Operations & Service, Private Banking, Scotia Wealth Management

Requisition ID: 249244

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

Purpose

The Manager, Operations and Service lead the Private Banking Branch Operations and Service team ensuring a high level of service delivery is provided to Scotia Wealth Management clients. Ensures all activities are conducted in compliance with governing regulations, internal policies, and procedures as well as achieving other objectives related to HR Management and Operational effectiveness. Manages a team of Senior Client Service Leads (SCSLs) in person.

Accountability

Leads & drives a client focused culture and leverage broader Bank relationships, systems, and knowledge by:

•  Supporting the SCSLs in managing the Supervisory Queue within Salesforce to ensure work has been assigned; reviewing the individual queues from time to time to ensure tasks are being completed by the team in a timely manner and according to outlined Service Level Agreements.

•  Leading and coaching the team to ensure every client experience is consistent with Scotiabank’s service standards

•  Demonstrating respect and knowledge in interactions with all Private Banking team members.

•  Supporting the Private Banking teams in resolving complex client service issues while adhering to policy and procedures.

•  Supporting the Private Banking teams with client concerns and complaints to ensure they are resolved quickly and efficiently; escalating to Private Banking Head Office when partner engagement is required.

•  Supporting the Service team to identify process improvements and remove redundant processes

•  Collaborating with the Regional Vice President and Directors and Team Leads to enhance the client experience, embrace alternate delivery channels, and improve processes to remove administrative tasks from the Sales and Service team

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

Provide Coaching and Leadership to the service team by:

•  Supporting the teams who are responsible in planning and leading skill build meetings to facilitate the sharing of best practices..

•  Championing change management activities related to new initiatives in support of system and process updates.

•  Providing regular coaching, guidance, direction, and support to the SCSLs

•  Leading direct and hands-on training for new SCSLs in collaboration with existing team members

•  Collaborating with the Senior Manager, Regional Operations & Service to discuss and remove branch obstacles, share successes, and improve service quality.

•  Collaborating with the partners in Private Banking Head Office and Scotia Wealth Management business lines.

•  Facilitating a culture of open and honest communication by hosting team meetings and encouraging the generation of innovative ideas.

•  Recognizing and rewarding success and managing non-performance.

•  Developing and collaborating on individualized development plans..

•  Managing staffing requirements and workload.

•  Managing the completion of the team’s mandatory learning courses.

Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by:

•  Maintaining, monitoring, and acting on deficiencies with branch premises, systems, equipment, and supplies in collaboration with Scotia Wealth Management partners as required.

•  Ensuring accurate and timely completion of daily and periodic monitoring activities (e.g., Automated Control System (ACS) Activities, Work Hub activities and defects, BCAT Dashboard defects, Accounting Support Package (ASP) defects, IntraLink Wire Payment authorization, digital courier, Customer Inquiry & Request, FFT authorizations) to support a culture of doing it right the first time

•  Developing and maintaining a working knowledge and understanding of the Bank’s Private Banking, Small Business and Retail Banking products and services to meet evolving client needs.

•  Adhering to cash, custody and security procedures and Bank policies always.

•  Adhering to position authorities and bank policies

•  Checking/authorizing transactions with approved limits in the absence of the SCSL.

•  Overseeing the completion of the daily branch paper Accounting Support Package and Periodic Branch reporting..

•  Ensuring the monthly suspense account reconciliation report is reviewed with a SCSL and sign-off is provided..

•  Acting as a point of contact and building effective working relationship with various partners e.g., Canadian Banking Contact Centre, Global Operations, Retail and Business Banking Operations, Retail Banking, Real Estate, Health & Safety, and other internal support service groups..

•  Escalating fraudulent activities via the Private Banking/Fraud Deterrence Reporting Escalation List

•  Escalating concerns and items requiring attention to PB Support.

•  Recruiting and promoting team members, as applicable, in accordance with standard Bank policies. < Acting as the Business Continuity Plan Owner for assigned branch.

•  Overseeing any Premise/Real Estate concerns and acts as the primary point of contact.

•  Overseeing any issues with office equipment and ensuring technology concerns are escalated to the IT Service Desk

•  Understanding any unique Private Banking policy and procedures.

•  Providing guidance to the Sales teams on effectively understanding and implementing FCAC regulatory requirements

•  Collaborating closely and effectively with PB Sales Team and Regional Vice-President to promote team cohesion between the Sales and Support team.

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 their team pursues effective and efficient operations of their 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.

Adhere to compliance with regulatory activities and guidelines as part of the service process, including Privacy, Occupational Health & Safety (OHS), Anti-Money Laundering (AML), Anti-Terrorist Financing, Financial Consumer Agency of Canada (FCAC), Know Your Customer (KYC), Canadian Deposit Insurance Corporation (CDIC), Mutual Fund Dealer Association (MFDA) rules, regulations, and policies, as well as Scotia Securities Inc. (SSI) guidelines/processes and Guidelines for Business 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 and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.

IS THIS ROLE RIGHT FOR YOU

In the role you will: 

•  Regular, ongoing coaching is an integral part of the position. The incumbent must be able to effectively articulate their views and communicate with team members

.•  Thorough knowledge of branch systems (i.e., FFT; IntraLink; Sales Builder; Salesforce; me@scotiabank; Work Hub; Scotia FX; digital courier, IntraLink wire payments; PRC)

•  Working knowledge of the Bank’s Private Banking, Small Business and Retail Banking products and services, policies, and procedures.

•  Working knowledge of the Canadian Code of Practice for Consumer Debit Card Services (Debit Card Code of Conduct)

•  Working knowledge of the Canadian Code of Practice for Consumer Debit Card Services (Debit Card Code of Conduct)

•  Thorough knowledge of transactional services and related policies and procedures.

•  Expert knowledge of service and support management activities and techniques, including service and complaint resolution standards and procedures.

•  High degree of flexibility to adapt to changing priorities within the team and managing work schedules to meet branch/region service and support demands.

•  Working knowledge of the roles and responsibilities of the CBCC; RBSC; Global Operations

.

DO YOU HAVE THE SKILLS

We would love to work with you if you have:

• Previous Retail Branch experience is an asset.
• Strong Communication; Time Management and Organization Skills
• Strong PC and Keyboarding Skills, including Microsoft word and excel.
• Acts and presents themselves in a professional manner during client and employee interactions
• Between 4-5 direct reports and a total team of up to -30 employees

In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere.

 #SWM

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.