Title:  Senior Manager, Client Services

Leads and oversees Client Services, Payments group in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. He/she is responsible for a unit that oversees the output of high quality and accurate client data as it relates to payment requests for the Corporate and Commercial portfolios.   

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.  

• Leads the Client Service team supporting existing clients by ensuring service requests or tasks are completed accurately and within Service Level Agreements (SLAs), being accountable for takeover and ensuring proper controls are in place for audit purposes.  

• Contributes to the overall Client Pulse score by championing opportunities to enhance the client experience. 

• Liaising with designated Retail Branch, Commercial & Business Banking Operations employees, and other Commercial and Corporate banking partners as required, including acting as an escalation point of contact. 

• Balances short and medium-term priorities to address resource and operational challenges. 

• Provides leadership support to employees and supports the Bank’s Performance Management processes by: 

• Taking accountability for planning and coaching when executing end-to-end delivery of all programs or operations managed. Focuses teams on continuous improvement. 

• Identifying unit goals and objectives that are aligned with the Bank’s business priorities 

• Coaching and leading others to identify and drive business, service, program and process improvements. 

• Supporting the team’s career development planning activities and creating succession plans for the unit.  

• Uses his/her in-depth knowledge about all Corporate and Commercial Banking, as well as applicable compliance and regulatory requirements, to ensure appropriate controls are in place to drive operational excellence and profitable relationships while mitigating risk.  

• Responsible for teams that can have direct client contact and/or charged with providing high quality and accurate output through the execution of incoming payment requests and day-to-day client banking transactions.  

• Assumes responsibility that the preparation and execution of transactional requests are in accordance with authorizations within internal officer limits or external client approvals.  

• 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 his/her team 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.  

• Builds 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.  

• Perform other related duties as assigned.