Title:  Senior Manager, Business & Commercial Banking Relationship Management

Requisition ID: 243730

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

Purpose:

Contributes to the overall success of the Retail and Business Banking Operations ensuring specific 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.

The Senior Manager Commercial Relationship Management is responsible for developing and maintaining a business relationship for assigned groups of partners within Scotiabank in a way that promotes the BBO's success and enhances the client experience. The incumbent will work closely with business partners and BBO Management to understand initiatives and activities within each of these respective areas to keep each group informed and prepared. As the primary contact for significant issues and escalations from business partners the incumbent will through exceptional communication and problem-solving skills analyse/diagnose the issue presented, network within the BBO to get the most timely and accurate cause and resolution, effectively communicate to the appropriate parties and ensure corrective action has been put in place so recurrence is unlikely.

The incumbent is required to gain an expert knowledge of BBO processes, procedures and requirements as well as exceptional relationship management and people skills. They will be expected to maintain a thorough and detailed understanding of upcoming planned changes and enhancements BBO and business partners. The incumbent will also have a good understanding of change management methodologies and theories to execute and promote change in the BBO and for business partners and support the BBO leadership team with partner and team communications, executive briefing material and engagement material. 

Major Accountabilities:

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

Maintain strong and productive relationships with business partners:

•    Participate in business meetings with business partners and BBO management
•    Maintain strong and detailed understanding of how the business partner supported operates and their mission/vision
•    Maintain full understanding of the priorities of business partners
•    Communicate effectively and regularly with business partners on the priorities, major initiatives and issues of the R/BSC
•    Articulate effectively and regularly to business partners how the BBO supports their area and works with them to achieve an optimum client experience
•    Maintain exceptional knowledge of relationship management techniques and methodologies

Effectively and timely resolve issues and escalations from business partners:

•    Ensure strong relationship maintained with business partners so that they remain confident that issues/challenges reported are effectively and timely resolved
•    Analyze issues/escalations presented to determine how it will best be investigated and managed while adhering to established policies and regulations
•    Identify appropriate staff within BBO to assist in investigation or resolution of matter and track progress
•    Ensure ongoing communication with business partner regarding progress when immediate resolution is not possible
•    Ensure each issue has been analyzed for cause and resolution and where appropriate documented and escalated within R/BSC to ensure there is no recurrence
•    Identify systemic issues and ensure matter is documented and presented to BBO Management or Business Partners. Support with development and implementation of meaningful change to improve overall service delivery.

Maintain knowledge of BBO processes, procedures, requirements and major change initiatives:

•    Ensure thorough understanding of all changes introduced within the BBO big or small
•    Maintain a schedule of touchbases with key members of the BBO team
•    Maintain a regular schedule in order to participate in individual department huddles to ensure full coverage of the BBO
•    Where appropriate document and escalate problems to leadership for further resolution where business partner issues/escalation identified a gap in the business process and/or procedure
•    Champion a culture of challenging the status quo and identifying ‘impelentation ready’ solutions to continuously improve the overall operations and client and partner experience. 

Successfully manage or assist with managing the change process for the BBO and its business partners:

•    Keep up to date on change management methodologies and techniques
•    Maintain knowledge of and relationship with key change agents and business partners
•    Maintain knowledge of and relationship with agents within BBO and business partners that are resistant to change to understand their concerns and issues
•    Where appropriate evaluate and analyze the road blocks and challenges inherent within each major change initiative and discuss with appropriate representatives within BBO and business partners
•    Be the champion of change for BBO and business partners
•    Support BBO leadership in creation, update and distribution of partner update material, team communication (town halls, ongoing team communication, etc.)

Consult with BBO Management and business partners in the establishment of priorities and initiatives:

•    Maintaining a complete understanding of Bank, business and BBO priorities and the alignment of same
•    Understanding and analyzing downstream implications of priorities and changes of priorities between Bank, business partners and BBO
•    Work with BBO management to determine issues and challenges and where necessary document planned approach to how it will be addressed within BBO or with business partners
•    Negotiate modification of priorities with business partners where appropriate and approved by BBO management
•    Through effective relationship management techniques ensure that you are at the table with the business partners
•    Keep the broader team informed of planned changes and ensure teams are prepared to successfully support the change to achieve the desired outcomes

Ensure the Bank’s risk profile is mitigated by:

•    Escalating exception conditions to the appropriate authority in an accurate and timely manner;
•    Ensuring timely and meaningful data is provided to applicable business partners and BBO management ensuring as much information as possible is readily and easily available, thereby facilitating the decision-making process;
•    Being responsible to maintain integrity of client and financial records, ensuring operations conform to established Bank policies and procedures.
•    Consistently comply with established Anti Money Laundering, Anti-Terrorist, Privacy, Guidelines for Business Conduct, Internet Guidelines and Know Your Customer policies

Maintain ongoing program of self-development to enhance behavioral and functional knowledge by:

•    Establishing a schedule to obtain reliable and regular 360 feedback from peers, supervisors and business partners
•    Participating in E2E and internal BBO huddles
•    Establishing a development plan that includes focus on relationship management, change management, communication and problem-solving skills so as to continue to develop and enhance these key capabilities
ensuring good understanding and timely completion of training for CASL, Anti Money Laundering, Anti-Terrorist, Privacy, Guidelines for Business Conduct, Internet Guidelines and Know Your Customer policies.

Authority / Decision Making:

•    Operates independently day-to-day
•    The incumbent will act independently to develop, coordinate and implement effective strategies and activities to ensure achievement of established Service Level Agreements, team and individual objectives and business line requirements.
•    Escalates with recommendations complex problems/major customer issues to the VP 
•    Receives strategic direction from the VP, and business line Directors / Senior Managers

Working Conditions:

The incumbent works in an office environment. The position is primarily non-physical with intermittent periods of sitting or standing. Some movement of materials is required, usually by lifting. Concentration is required while dealing with clients, working on computers and verifying documents and reports. Client demands are constant and unpredictable. There can be stress resulting from constant interruptions and demands/volumes, as well as tight deadlines, delivery commitments, service/support requirements, and pressure situations, which occur frequently. Travel requirements are limited in nature and will likely be for
training, conference or info sessions.

Location(s):  Canada : Ontario : Mississauga || Canada : Ontario : Toronto 

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.