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Title:  Vicepresidente de Operaciones Globales C.A. Hub




Requisition ID: 94598

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




Leads and supervises the Global Operations for Costa Rica and Panama, and ensures business strategies, plans and initiatives are executed in accordance with internal policies and procedures.


The position is a subject matter expert for the strategic direction of Banking Operations in the Global Operations environment including, Regulatory and Government Operations, Operational Support Reports and Metrics, Automation and Processes Improvement, Credit Processes, Sales Practices, Frauds, and Branch Support, Process Support and Business Services, developing and implementing exceptional process execution and delivering customer service excellence. Continuously monitors internal and external indicators on the part of the clients served and new policies, processes and practices to enhance the customer experience and / or efficiency of results.   It must also promote the business through the delivery of new services and/or through development of new customer relationships.


Key Accountabilities:


  • Lead and drive a customer-centric culture for your entire team to deepen customer relationships and leverage the Bank’s broad relationships as well as its systems and knowledge.
  • Lead the development of a strong service culture and a strong relationship with customers/service users by ensuring that service level contracts are complete ensuring that all staff are aware of service level agreements and that SLA terms are met.
  • Implement effective monitoring and reporting processes to measure Service Level Agreements and terms ensuring they are being met and initiate expediate and effective corrective actions according to established standards.
  • Lead the delivery of effective operational support by Global Operations units to implement an effective external indicator system to identify problems/trends and initiate appropriate corrective actions.
  • Conduct regular unit reviews to ensure that operational practices comply with Bank policy and established compliance/governance guidelines.
  • Manage outsourcing agreements (including contract negotiations) and ensuring that units are operating within approved budget(s).
  • Strengthen the operational efficiency and identification of new centralization opportunities and efficiencies. 
  • Explore viable business opportunities for outsourcing, recommending and developing workflow systems and solutions and promoting process reengineering/resource reviews to improve service levels, improve productivity, and reduce costs.
  • Create an environment where the team can perform effectively and efficiently, following the operational plan in their respective areas, while ensuring the adequacy, compliance and effectiveness of daily business controls to meet obligations and reduce operational risk. This includes, the risk of regulatory non-compliance, risk of money laundering, financial terrorism, and conduct risk. 
  • Promote a high-performance environment and implement a workforce strategy that attracts, retains, develops and motivates the team; while fostering an inclusive work environment, communicating the vision, values, and business strategy, and manages a succession and development plan for the team. 
  • Maintain a comprehensive risk management process that leverages relationships with suppliers of goods and services, as well as perform the due diligence required for the suppliers as stipulated in Scotiabank's policies.
  • Develop and maintain a process of continuous improvement, ensuring its effective execution, productivity and respecting internal control mechanisms with adherence to institutional rules, policies and procedures.


Requirements & Qualifications:


  • MBA in Business Administration or Related Career (desirable)
  • Expert business knowledge of Shared Services, including systems, procedures and organizational design. 
  • Detailed understandings of the performance dynamics in the branch network and how they are affected by process change and innovation.
  • Careful knowledge of departments and major shareholders, project management techniques
  • Expert ability to balance competing or opposing objectives of various departments/shareholders 
  • Detailed understanding of the Bank's diversity business strategy and objectives 


Location(s):  Costa Rica : Alajuela : Alajuela || Costa Rica : Alajuela : San Carlos || Costa Rica : Alajuela : San Ramón || Costa Rica : Cartago : Cartago || Costa Rica : Guanacaste : Santa Rosa || Costa Rica : Heredia : Heredia || Costa Rica : Limón : Guápiles || Costa Rica : Limón : Limón || Costa Rica : Puntarenas : Puntarenas || Costa Rica : San José : Curridabat || Costa Rica : San José : Desamparados || Costa Rica : San José : Escazú || Costa Rica : San José : Guadalupe || Costa Rica : San José : San José || Costa Rica : San José : Santa Ana || Costa Rica : San José : Tibás || Costa Rica : San Pedro de Macorís : San Pedro 

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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