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Title:  Senior Manager, Collection System Implementation




Requisition ID: 70642


Join the Global Community of Scotiabankers to help customers become better off.


Senior Manager, Collection System Implementation


As the Senior Manager, Collection System Implementation, you will be responsible for the effective implementation of Collection System enhancements designed to integrate the collection of new products and services offered by Scotiabank, operational and service level efficiencies while safeguarding quality and mitigating potential risk.


You will act as an advisor for various projects and initiatives aiming to modernize the configuration and strategy for Canadian Retail and Small Business collections within CACS (Computer Assisted Collection System) while overseeing the development and implementation of CACS quarterly maintenance releases, change management and incident management processes.




Relationship Management – Develops and Maintains strategic relationships by:

  • Maintaining the relationship with the collection system vendor, CGI. The incumbent participates and maintains the integrity of the Operational Framework between CGI and Scotiabank which outlines the roles and responsibilities of all parties involved with the operation of CACS.
  • Collaborating with all stakeholders involved with the change management and incident management process including IT&S Application Maintenance and Development teams, Quality Assurance Centre of Excellence, Canadian Banking business lines and Global Risk Management.
  • Building relationships with key subject matter experts representing product/source applications to assist with the development of new collection strategies.


Execution- Collaborates with project teams members to develop integrated plans and activities to implement, support and sustain change initiatives:

  • Works with the project manager/team to ensure key change management activities are identified and integrated into the overall project plan.
  • Conducts readiness and capability assessments to assess resistance and performance gaps and raises requests for changes as required to bridge functional and technical gaps.
  • Develops overall end-to-end configuration strategy to integrate the collection of new products and considers downstream impact to related collection technology and third party file transfers.
  • Liases with system vendor, IT&S and QAT in the coordination of project planning, resourcing, progress reporting, troubleshooting and financial planning activities.
  • Reviews configuration design to ensure all requirements are fulfilled and that configuration design is delivered on milestone dates.
  • Provides support to QAT as needed to ensure that any inquiries regarding business and technical requirements are addressed and that testing defects are being actioned in a timely manner.
  • Preparing and/or reviewing training material, user guide, system and process flows are maintained to reflect the most current configuration within CACS.
  • Completes post-implementation review following quarterly maintenance releases to review targeted objectives and actual results.

Operational Management & Improvement - Manages projects independently or within cross functional teams by:

  • Develops and promotes a deep understanding of all Collection System technology and collections policy and procedures in order to identify how change within the department will impact the collection system.
  • Conducting needs analysis to streamline processes or ineffective procedures and replace with more efficient processes and procedures that will enhance the performance of configuration or efficiencies to the end user.
  • Investigating recommended changes as proposed by the unit, preparing workflows/procedures to ensure new functions are integrated into operational environment;
  • Ensuring team members are well equipped to escalate production issues and incidents and how to ensure that all appropriate parties are engaged per the operational framework.
  • Leads the biweekly CACS Operations Meeting by raising any new topics for discussion, addressing outstanding issues and providing a status update on current initiatives to the relationship manager.
  • Identifying areas for improvement, assessing cost efficiency, risk and flexibility for future enhancements.


Leadership – Management - Manages personal (or where applicable “the team’s”) development  to ensure knowledge and skills are continually enhanced by:

  • Developing and maintaining a high performing team of Collection System subject matter experts with business analysis and client support expertise.
  • Keeping abreast of business short- and long term initiatives and how these may impact the project assigned; and
  • Coaching and training to provide feedback and direction to continuously improve the level of staff performance


What we’re looking for

  • Bachelor’s degree in business, technology or a related discipline with a minimum 4 years hands on experience in the role of a change management practitioner and/or system administrator of an automated decision making system
  • Experience leading the change management work stream on projects that are complex change initiatives impacting people, process and technology simultaneously.
  • Proven experience in successfully implementing change through best practice change methodologies
  • Demonstrated leadership and ability to work autonomously or collaboratively.
  • Expert communication skills level: written, oral and presentation skills to deliver presentations/communication materials to a variety of audiences
  • Ability to forge and maintain strategic relationship, build consensus and negotiate the needs of diverse groups internally, externally and with cross-functional teams
  • Proven ability to deal with multiple projects and demands including strong decision making abilities.
  • Motivates and encourages project team members and change agents through coaching and confidence building
  • Practical understanding of Quality Assurance and testing principles is an asset.


This position is located at Wynford Drive, North York



Location(s):  Canada : Ontario : North York 

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.

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