Title:  ASSISTANT MANAGER PERFORMANCE ENABLEMENT

Requisition ID: 255238

Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.

Schedule

Monday to Friday from 9:00 AM to 6:00 pm / 4 hours upon request on Saturday

Purpose

Reporting to the Senior Manager, Retail Payments & Unsecured Lending Operations, the PE Assistant Manager contributes to the overall success of Retail Operations (RO) in Canada, Dominican Republic & Colombia by ensuring specific goals, plans and strategic initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted comply with governing regulations, internal policies, and procedures.

The incumbent supports the Operations Senior Manager in enabling high performance by assisting with onboarding/offboarding activities, training, and skill building, completing Standard Operating Procedures (SOPs) update requests, reviewing and signing off on Communication Online Request Environment (CORE) events, monitoring calls, and preparing productivity reports and related insights. The Assistant Manager also acts as a second point of contact for remediation activities, audit issues, system issues and escalations from internal and external customers.

Accountabilities

•    Onboarding/offboarding, training, and skill building:
o    Assists with onboarding, including arranging for system access leveraging Authorized Role Templates (ARTs)
o    Supports with training programs, documents, job aids, huddle guides, and resource tools, and leverages them in the delivery of skill building sessions
o    Aids evaluation of call scripting, standardized case commentary/notes as necessary

•    Standard Operating Procedures (SOPs) and Communication Online Request Environment (CORE) events:
o    Completes creation and maintenance requests to update applicable SOPs when any changes to a process or function is identified. This includes process mapping, validation, review and obtaining Process Owner and Stakeholder sign-off
o    Supports stakeholders in identifying subject matter experts (SME) within their Business Unit or acts as one whenever possible
o    Reviews CORE events (e.g., changes to branch Job Aids and Manuals & Guides) relevant to their business unit and provides stakeholder feedback to the Manager PE for sign-off

•    Reporting and Analytics:
o    Supports with performance insights through Key Performance Indicator (KPI) and Productivity reporting (e.g., Telephone Service Factor (TSF), Quality Control Scores, OPC reporting, Finance Reporting, etc.), highlighting trends and analyzing data
o    Prepares and presents decks to leaders as applicable
o    Provides data analysis for reporting requirements to GO Analytics or RBBO MIS for various Power BI dashboard reporting

•    Optimize and drive team performance:
o    Assists with identifying growth opportunities, driving skill development and addressing knowledge and performance gaps by leveraging productivity reporting, analytics, and call monitoring
o    Assists with the development and execution of performance, rewards, and recognition campaigns
o    Helps champion and promote employee engagement activities

•    Remediation activities, audit issues, system issues and escalations:
o    Acts as second point of contact for escalation for remediation activities, customer complaints, Office of the President inquiries, system issues, etc.
o    Assists in preparing action plans and responses to audit reports for the Director
o    Escalates System Issues, Major Incidents, Cash Loss & Privacy Events to the appropriate partners for tracking and remediation

•    Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

•    Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values and Code of Conduct while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk

•    Champions a high-performance environment and contributes to an inclusive work environment

Dimensions

•    Supports officers in Canada, Dominican Republic & Colombia within RPULO
•    Must track impact and monitor progress by actively monitoring KPIs (TSF, Productivity, Quality Control Scores, and other metrics)
•    Has accountability across all Canadian ,Dominican Republic & Colombia campus locations
•    Frequent touch points with leaders and partners to discuss progress on various performance and customer experience related initiatives
•    Key contributor to the success of Performance Enablement initiatives and programs. Will serve as a change agent influencing and enabling a culture of continuous improvement

Education / Experience / Other Information

•    Two years of relevant experience in financial service industry, preferably in retail or small business banking
•    Strong attention to detail and problem solving skills
•    Proficient knowledge on the use of Excel, Word, and PowerPoint required
•    Use of and/or interest in business intelligence and automation tools (e.g. Power BI)
•    Able to work independently and as a team player with the ability to develop relationships, build rapport, influence, and effectively interface with employees and leaders at all levels within the organization
•    Strong organizational and project management skills; able to multi-task and prioritize work in a fast-paced environment
•    Strong written and verbal communication, interpersonal skills, and presentation skills

#DRGBS

Location(s):  Dominican Republic : Santo Domingo : Santo Domingo East

Business Address: zona franca las americas 

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.