Title:  Team Lead, Service, Canadian Commercial Banking - Atlantic Region

Requisition ID: 225020

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

The Team Lead, Service will lead and oversee the regional client servicing team of Client Service Specialist (CSS) for Commercial Banking Distribution ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. They are responsible for a unit that oversees the output of high quality and accurate client data, service and support as it relates to all client Commercial portfolios. 

They will be responsible for leading end-to-end client-centric service to our new and existing clients. This will include liaising with internal partners groups and external parties to ensure and oversee the quality of the collection and processing of financial reporting, satisfaction of funding requirements, onboarding needs and various activities such as resolution of escalated client challenges. 
 

Is this role right for you? In this role, you will:

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Lead and coach team to deliver exceptional client service, ensuring a seamless end-to-end servicing journey for all mid-market clients in the region:
  • Ensuring every client experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently.
  • Coaching team to the elements of high level client centric service model; and enhancing teams overall servicing and support capabilities in order for them to develop trust relationships with clients.
  • Monitoring and taking appropriate action on deficiencies within the assigned service portfolio.
  • Balancing short and medium-term priorities to address resource and operational challenges
• Ensure consistency and quality in service delivery, adhering to established standards and procedures while continuously seeking opportunities for improvement:
  • Ensuring appropriate controls are in place to drive operational excellence and profitable relationships while mitigating risk.
  • Fostering collaboration across teams to streamline processes, reduce service bottlenecks, and enhance overall efficiency in the end-to-end client servicing journey.
  • Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the VP Commercial and/or applicable department as appropriate.
• Monitor and analyze service performance metrics, identifying trends and making data-driven decisions to improve service outcomes and client satisfaction.
• 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.
• 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.
   

Do you have the skills that will enable you to succeed in this role?

• Post-Secondary Education (Business Degree preferred) 
• 3 to 5 years equivalent work experience in Financial Services (Commercial / Small Business) or related industry 
• Minimum 3 years managerial experience 
• Strong sales and credit management, coaching, relationship building and leadership skills are essential, along with the ability to influence and motivate others. 
• Solid understanding of the Commercial Banking objectives, strategies and structures. The incumbent must possess tactical planning skills and implementation/ management skills. 
• Thorough knowledge of client service standards as it applies to Commercial Banking’s policies & procedures, business accounts, products & services, and collateral documentation. 
• Strong interpersonal skills are essential for building customer relationships and to facilitate a positive and effective team environment. 
• Must be able to effectively articulate their views to all levels both within the Bank and externally in the marketplace.
• Working knowledge of the Bank’s compliance requirements for Commercial banking. 
• Strong decision making, problem solving, and relationship management skills. 
• Effective communication and organizational skills.
• Strong knowledge of Canada’s financial services marketplace and of the assigned market area’s key industries, major customers and competitive positioning within the assigned market areas. 
• Knowledge of Commercial Banking products and services, including systems, routines and operating procedures.
• Thorough knowledge of Bank’s business lending and deposit products and services

What we’re offering…
 

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• A competitive compensation and benefits package
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers

*This role can be located in Moncton (NB), Halifax (NS) or St. John's (NL)

Location(s):  Canada : Nova Scotia : Halifax || Canada : New Brunswick : Moncton || Canada : Newfoundland and Labrador : St John's 

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.