Title:  Manager Sales & Service Sustainment

Requisition ID: 270808 
Employee Referral Program – Potential Reward:   

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Purpose

Leads the sustainment of the Sales and Service Model in their country, defines the implementation and follow-up process to ensure long-term continuity through certification. Monitors model metrics, analyzes results, and develops solutions to enhance the commercial model’s impact. Proactively identifies opportunities across the network and channels and is responsible for supervising channel productivity and driving it through coaching.

Responsibilities

• Lead a customer-centric culture across the entire team to deepen client relationships and leverage the Bank’s extensive network, systems, and expertise.
• Design and execute the Implementation and Sustainability Model for the Distribution Network—including Physical and Virtual Branches, the Client Experience Center, Extended Sales Forces, and Digital Sales—to ensure achievement of sales and service objectives.
• Direct the Sustainment team (Sales and Service Coaches or MSSS) in the implementation and support of the disciplines and client conversation guides.
• Ensure accurate and timely measurement of the impact of specific initiatives and the overall commercial model by implementing appropriate metrics in collaboration with Distribution Program Delivery and coordinating with Analytics to generate the necessary data and reports.
• Drives the implementation methodology of the commercial model in close collaboration with the Sales Enablement Head and the Senior Manager of Distribution Program Delivery, leading the launch and execution of new initiatives across all distribution channels.
• Fosters the implementation of strategies defined by the Segments (Personal Banking and Small & Medium Segment) with the Sales Enablement Head to achieve the Distribution Channels goals.  Identify and prioritize high impact opportunities in the distribution channels to improve productivity and customer experience.
• Design the deployment methodology of the commercial model in collaboration with the Commercial Model Director, as well as lead the launch and implementation of new initiatives across the network and channels.
• Conduct the necessary commercial follow-up to ensure compliance with both business and regulatory objectives.
• Understands Scotiabank’s risk culture and how it should be used with the Bank’s risk tolerance in the daily activities.
• Drives operational excellence within the Distribution area by ensuring efficient execution and adherence to daily business controls. Maintains full compliance with regulatory and internal standards, actively managing operational, compliance, AML/ATF, and conduct risks. Responsibilities are carried out in alignment with the Operational Risk Management Framework, Regulatory Compliance Risk Framework, the International AML/ATF Manual, and Business Conduct Guidelines.

Dimensions

• In Turks & Caicos Islands the MSSS is responsible for the branch/es in that country.
• It is an omnichannel position (digital, branches, virtual branches, non-branch sales forces and client experience center sales forces).
• Permanently relationship with areas like Customer Experience, Segments, Human Resources, Products & Digital, Finance, Operations, IT and others.
• Leads and actively participate in all initiatives involving distribution channels, with a focus on productivity, service delivery, channel strategy, digital transformation, infrastructure, optimization, and both financial and non-financial risk management.
• It’s a critical position in the coordination of any activity related with all the distribution channels

Education / Experience / Other Relevant Information (Include Only Role-Specific Details)

• At least 5 years of experience in Banking or financial services enterprises.
• At least 5 years of experience in Scotiabank, in any distribution channel sales force, including previous experience as Sales and Service Model Coach and Branch Manager.
• Expert level knowledge of the way distribution channels work.
• Avance knowledge in projects development under the scrum and agile methodology.
• Key skills: leadership, analytics and verbal and written communication.
• Bilingual (English and Spanish).
• Digital Skills.
• Commitment to continuos learning.
• Innovative.
• Execution excellence.
• Networker.

Location(s):   

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.

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