Title:  Senior Manager, Strategic Support, Commercial and Business Banking Operations (CBBO)

Requisition ID: 249777

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

Contributes to the overall success of the Commercial 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 Strategic Support is responsible for developing and maintaining a business relationship for assigned groups of partners within Scotiabank in a way that promotes the CBBO's success and enhances the client experience. The incumbent will work closely with business partners and CBBO Management to understand initiatives and activities within each of these respective areas to keep each group informed and prepared and will support with the development of both CBBO strategy and a strategy roadmap to implement change, converting feedback from partners and clients to actionable initiatives for short-, medium- and long-term impact.

The Senior Manager leads a team of highly skilled experts that acts as  the primary contact for significant issues and escalations from business partners. The Senior Manager will support the team with  exceptional communication and problem-solving skills, to analyze and diagnose the issue presented, network within the CBBO 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 expert knowledge of CBBO 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 CBBO and business partners and support developing change roadmap within the operations.

The incumbent will also have a good understanding of change management methodologies and theories to execute and promote change in the CBBO and for business partners and support the CBBO leadership team with partner and team communications, executive briefing material and engagement material.

Major Accountabilities

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

Successfully manage or assist with managing the change process for the CBBO 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 CBBO 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 CBBO and business partners
• Be the champion of change for CBBO and business partners
• Support CBBO 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 CBBO priorities and the alignment of same
• Understanding and analyzing downstream implications of priorities and changes of priorities between Bank, business partners and CBBO
• Work with CBBO management to determine issues and challenges and where necessary document planned approach to address within CBBO or with business partners
• Negotiate modification of priorities with business partners where appropriate and approved by CBBO 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

Maintain strong and productive relationships with business partners:

• Participate in business meetings with business partners and CBBO 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 CBBO
• Articulate effectively and regularly to business partners how the CBBO 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 relationships 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 CBBO 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 CBBO to ensure there is no recurrence
• Identify systemic issues and ensure matter is documented and presented to CBBO Management or Business Partners. Support with development and implementation of meaningful change to improve overall service delivery.

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

• Ensure thorough understanding of all changes introduced within the CBBO 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 CBBO
• 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 ‘implementation ready’ solutions to continuously improve the overall operations and client and partner experience.

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 CBBO 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 CBBO 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.

What’s in it for you?

• A rewarding career opportunity to create a new mandate and change how the bank operates – putting capabilities first
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program including bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day. 
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements. 

Location(s):  Canada : Ontario : Mississauga 

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.