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Title:  Assistant Manager, Agency Management




Requisition ID: 87766


Employee Referral Program – Potential Reward:  


We are committed to investing in our employees and helping you continue your career at Scotiabank.



The Assistant Manager, Agency Management is responsible for developing and maintaining Agency relationships critical to the Front-End Canada Collections, operational needs and overall success. The incumbent is also responsible for leading the day-to-day Agency teams, ensuring effective contributions to maximize the servicing of Scotiabank customers while minimizing costs.


As an Assistant Manager, the incumbent will work closely with the Manager overseeing and supporting the professional development of Agency’s’ management team; providing leadership, coaching, direction, expertise and guidance ensuring they are successful in developing customer-focused, high performing teams that provide excellent day-to-day customer service focused on the reduction of delinquency and the mitigation of losses pertaining to the Bank’s Retail portfolio. Working in close partnership with Canada Collections, the branches and internal business partners the Assistant Manager, Agency Management facilitates a collaborative business relationship and provides expert advice and solutions that help business partners achieve their goals while keeping alignment with the Bank’s Strategy. 


The Assistant Manager, Agency Management is expected to act independently in the day-to-day routine tasks following Canada Collection’s policy and procedures relating to all Retail and Small Business Collection Agency matters.  Receives direction of tactical nature from the Manager or Director. Exceptional situations/significant issues with potential impacts to Service Level Agreements, Risk, deliverables, and budget are referred to the Manager with recommendations/solutions as applicable.  A high degree of discretion and judgment is required to solve problems and make decisions that may significantly impact ongoing operations and exposure to risk.


Key Accountabilities

•    Provide strong relationship management with the Agency team, facilitating open and transparent communication
•    Ensure Agency is meeting capacity requirements and monitor delivery of hours, shrinkage, attrition and hiring plans
•    Proactively identifying ways to improve service levels provided by Agency;
•    Reconcile invoices and submitting timely; ensuring Agency delivered hours meet FTE requirement and are within budget
•    Ensure the Agency aligns to Scotiabank’s operational model, goals, strategies, values, processes and procedures 
•    Ensure Service Level Agreements/Contractual obligations are adhered to
•    Manage SOW review, updates and renewals as well as contract management on Vista; work with compliance, procurement and legal as may be needed 
•    Ensure the Agency provides best –in -class customer experience and results while keeping the Bank and our customers safe
•    Ensure the Agency’s management team manages their day to day operations in a manner that supports their advisor and leader development, focuses on performance and quality and provides operational effectiveness and efficiencies with appropriate routines, management, supervision, oversight and succession planning
•    Recommending how can we provide effective and efficient service to our customers and/or encouraging staff to challenge the status quo and recommend new and better ways to serve our customers.
•    Assess Agency leader competencies and performance results, identifying outliers, monitoring effectiveness of action plans
•    Facilitate and lead routine touch bases, performance calls and business reviews; make strategic recommendations and communicate observations as may be needed
•    Monitoring and reporting on QA findings and coaching advisements; track Agency QA coaching advisements and QA results; ensure analysis and trends are identified and facilitate reporting and recommendations to address deficiencies
•    Recognizing and escalating any unusual occurrences or fraudulent activities evidenced through customer interaction and/or payment verification directly to the Manager or Senior Manager, Front End Collections;
•    Maintain a strong relationships and collaboration with internal management teams within the department and from other lines of business to ensure operational effectiveness, identify gaps and improvements in Bank’s products, processes and services through potential opportunities that may arise
•    Fostering a performance-oriented culture of open and honest communication;
•    Effectively execute change management strategies ensuring a positivity and engagement resulting in the success of new rollouts
•    Analyze and identify customer concerns, trends and providing recommendation for resolutions
•    Ensure due diligence routines and audits are conducted to ensure the Agency is compliant to Bank processes, policies, routines and Agency regulatory requirements
•    Raise any issues or discrepancies discovered to the appropriate authority providing suitable documentation to support any recommendations for action
•    Adhere to regulatory and Internal Bank guidelines as required and maintaining awareness throughout the year
•    Ensure Agency staff complete mandatory Bank Courses and maintain appropriate training records
•    Ensure the completion of all mandatory Bank Courses as required via My Learning Centre



Education / Experience/Other Information 

•    Minimum 2-year experience in Collections in a leadership/management role managing direct reports
•    Two-year college degree in Accounting, Finance, Business, Management or a minimum of 2 years of relevant experience. Branch Service & Operations experience an asset. 

•    Required to work flexible hours 
•    Agency (vendor) management experience
•    Team focused with excellent problem solving, conflict resolution/management, mediation and negotiation skills
•    Strong analytical abilities focused on identifying trends and executing action plans
•    Extensive experience in collections gained in a financial institution or related field
•    Ability to investigate and effectively resolve Branch/customer inquiries, concerns or complaints and provide prompt and accurate resolution to the complete satisfaction of all parties involved the Customer, the Bank, and Reconciliation department
•    Strong coaching and people leader abilities
•    Strong written communication 
•    Ability to work independently with little supervision
•    Ability to effectively multi-task while working on parallel and competing initiatives
•    Proficient and knowledgeable in Excel and Web-based applications (Windows/MS Office Suite)
•    Branch working experience and bilingualism is considered and asset


Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.