Director, Small Business Client Experience Delivery

ID de la solicitud: 230599

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Purpose
Leads and oversees the Small Business Client Experience Delivery for the Caribbean, ensuring business strategies, plans and initiatives, both from a regional and local perspective, are executed/delivered in compliance with governing regulations, internal policies, and procedures.  Ensures all client interactions and services meet the highest standards of excellence.  Collaborate with various stakeholders in the Regional Small Business Team, as well as with the local Business Banking distribution team to ensure the profitable and sustainable growth of the segment.  

Accountabilities:
•Leads and drives a customer-focused culture throughout the team to deepen client relationships and leverage broader bank relationships, systems, and knowledge.
•Responsible for Small Business P&L of the Caribbean region, ensuring sustainable growth and profitability
•Contribute to the design and delivery of Value Proposition strategies and service model for the Small Business segment, ensuring the needs and nuances of the Caribbean are considered, with a focus on driving operational excellence. This includes, but is not limited to:
•Champion improvements in product mix, tailoring product features, benefits and pricing to local market nuances.  Drive policy changes, new product development and process improvements as required for the Caribbean region.
•Drive implementation and management of Small Business segmentation, including managing its adherence in the sales and service model 
•Manage local loyalty programs, partnerships and relationships with local professional associations and organizations, in alignment with segment standards, to increase customer acquisition, transactionality, retention and profitability while maximizing customer satisfaction
•Drive sustainable and profitable growth of the Small Business portfolio in the Caribbean by:
•Active participation in annual business Strategic and Profit Plan process for the segment 
•Manage key performance indicators to evaluate success of the segment strategies
•Lead regular performance reviews and tracking to key performance indicators to ensure the segment meets annual plan objectives
•Drive commercial actions in alignment with value propositions and target profitable clients through acquisition, activation, deepening connections and retention strategies
•Identify and monitor business trends, competitive intelligence, market practices, regulatory restrictions and client feedback to ensure strategies meet client needs and campaigns/incentives are appropriately designed and executed to support P&L goals
•Manage and support internal and external audits, including preparing documentation, coordinating with auditors, and addressing audit findings.  Additionally, manage AML controls implemented by the first line of defense, such as KYC Onboarding, and the second line of defense, such as Transaction Monitoring, as well as control and monitoring of sales practices in the sales channels.
•Manage local marketing campaigns, brand building activities and campaigns to ensure successful implementation and delivery of desired results
•Build and maintain relationships with key stakeholders in the region (both Caribbean region and the Small Business regional team), ensuring effective communication and understanding of the central strategy.  Collaborate with all regional teams to ensure strategies are adapted to local market nuances, when applicable
•Communicates and incorporates the relevant risk appetite statement and risk appetite measures, in alignment with the Bank’s risk culture, into activities to:
•embed prudent risk taking into day-to-day management, planning and decision-making.
•implement controls and processes to effectively identify, report and monitor risk; and,
•ensure timely action is taken to effectively manage and mitigate risks, including prompt escalation of breaches of management limits or risk appetite measures as per established processes.
•Creates an environment in which the team pursues effective and efficient operations, ensuring adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk. This includes responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, and the Guidelines for Business Conduct.
•Builds a high-performance environment and implements a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning for the team.

Skills

•Minimum University degree in business/finance discipline or related field
•Minimum 5 years in financial services, and at least 2 years in a leadership role.  Experience in Business Banking and/or Portfolio Management an asset 
•Bilingual (English/Spanish) an asset
•Strong interpersonal skills to develop collaborative working relationships with teams across various geographies
•Experienced banker with exceptional interpersonal, leadership, sales and business development skills
•Thorough knowledge of the financial services industry, including regulatory trends and economic conditions as they relate to business banking
•Demonstrated ability leading professional staff both in Head Office and across a distributed network.  
•Must demonstrate strong results focused attitude.
•Must possess a ‘roll-up your sleeves and get it done’ work attitude with a view for future innovation and possess strong leadership attributes to be able to think strategically, influence and motivate others, and build consensus.  
•Strong diagnostic skills and proven ability to evaluate options/alternatives and develop recommendations for complex and multi-dimensional problems/issues. 

Ubicación(s):  República Dominicana : Distrito Nacional : Santo Domingo || Antigua y Barbuda : San Juan : St. John's || Bahamas : Abaco : Marsh Harbour || Bahamas : Andros : Nicholls Town || Bahamas : Exuma : George Town || Bahamas : Grand Bahama : Freeport || Bahamas : Nueva Providencia : Nassau || Jamaica : Clarendon : May Pen || Jamaica : Falmouth : Falmouth || Jamaica : Kingston : Kingston || Jamaica : Manchester : Christiana  || Jamaica : Manchester : Mandeville || Jamaica : Portland : Port Antonio || Jamaica : Saint James : Montego Bay || Jamaica : Santo Tomás : Morant Bay || Jamaica : St. Ann : Brown’s Town || Jamaica : St. Ann : St. Ann’s Bay || Jamaica : St. Catherine : Linstead || Jamaica : St. Catherine : Old Harbour || Jamaica : St. Catherine : Portmore || Jamaica : St. Catherine : Spanish Town || Jamaica : St. Elizabeth : Black river || Jamaica : St. Elizabeth : Junction || Jamaica : St. Elizabeth : Santa Cruz || Jamaica : St. Mary : Highgate || Jamaica : St. Mary : Port Maria || Jamaica : Westmoreland : Negril || Jamaica : Westmoreland : Savanna-La-Mar || San Kitts y Nevis : Nevis : Charlestown || San Kitts y Nevis : St. Kitts : Basseterre || Trinidad y Tobago : Arima : Arima || Trinidad y Tobago : Chaguanas : Chaguanas || Trinidad y Tobago : Chaguanas : Cunupia || Trinidad y Tobago : Couva : Couva || Trinidad y Tobago : Diego Martin : Diego Martin || Trinidad y Tobago : Diego Martin : Maraval || Trinidad y Tobago : Penal-Debe : Penal || Trinidad y Tobago : Point Fortin : Point Fortin || Trinidad y Tobago : Port of Spain : Port of Spain || Trinidad y Tobago : Port of Spain : St. James || Trinidad y Tobago : Princes Town : Princes Town || Trinidad y Tobago : Rio Claro-Mayaro : Rio Claro || Trinidad y Tobago : San Fernando : Marabella || Trinidad y Tobago : San Fernando : San Fernando || Trinidad y Tobago : Sangre Grande : Sangre Grande || Trinidad y Tobago : Siparia : Siparia || Trinidad y Tobago : Tobago : Lowlands || Trinidad y Tobago : Tunapuna–Piarco : Trincity || Trinidad y Tobago : Tunapuna–Piarco : Tunapuna || Trinidad y Tobago : Western Tobago : Scarborough

Dirección de trabajo: Ave. 27 de Febrero Esq. Winston Churchill 

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