Title:  Assistant Manager Reconciliation & IEP

Requisition ID: 256258

We are committed to investing in our employees and helping you continue your career at Scotiabank.

Assistant Manager, Reconciliation 

Level 6.1

Accountabilities 

•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Customer Experience - Leadership – Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader bank relationships, systems and knowledge. Provide direction and support to a team of subject experts to ensure they provide the best-in-class customer service by:
a)    Ensuring the team retains a high degree of relevant, up-to-date knowledge and understanding of appropriate processes and systems, including completing internal training to maintain expertise, and reviewing all News Items, Manual and Job Aid updates, and related publications;
b)    Ensuring the Service Level Agreement commitments and standards are communicated, understood and maintained consistently by the team to ensure excellent customer service is provided;
c)    Recognizing, anticipating and taking advantage of trends, and potential opportunities/future events to improve effectiveness and efficiency;
d)    Influencing the development and execution of plans to be in alignment with objectives;
e)    Overcoming or working around obstacles that stand in the way of successful completion of difficult assignments.

•    Business Plan/ Execution – Participate in the implementation, and maintenance of effective tools and processes by:
a)    Reviewing the team’s activities tracking report (volume and disposition tracking) to certify optimal fulfillment of branch support needs is being provided;
b)    Analysis and identification of trends with feedback to management that will assist in streamlining processes and service delivery to our partners and customers;
c)    Achieving targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results;
d)    Working with management and partners to implement new and enhanced initiatives in support of implementations, and periodic branch roll outs.

•    Operational Effectiveness/Improvement - Ensure the delivery of best-in class customer service fostering an environment that promotes agile, flexible and timely client support processing, while mitigating risk by:
a)    Using a systematic approach to identify possible causes of a situation, its impact on the business and provide realistic and timely solutions;
b)    Completing/ensuring quality assurance checks (including ticket reviews) to improve customer experience, mitigate operational and reputational risk, and guarantee compliance, as well as increase overall deliver.

c)    Seeking information about real, underlying needs of our customers and escalating or taking ownership for meeting those needs and correcting the problems to avoid future recurrences;
d)    Reviewing/authorizing Daily Certification & Exception of Vouchers, noting trends and implementing corrective action, escalating concerns as needed;
e)    Maximizing operational efficiency and risk management practices by trending reports ensuring new processes are properly understood and implemented, and ensuring any irregular practices are investigated and escalated;
f)    Creating an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, regulatory compliance, AML/ATF/sanctions and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, the Guidelines for Business Conduct, and Privacy;
g)    Thinking about what the business can do differently to make it simpler and more compelling for customers to do business with the Bank and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our customers;
h)    Understanding how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
i)    Ensuring an effective Business Continuity Plan is in place and applicable testing is conducted for your team;
j)    Understanding and supporting the direction of the Bank and Global Operations;
k)    Thinking about what the business can do differently and/or encouraging the staff to recommend new and better ways to serve our customers;
l)    Participating in the implementation of coordinated business plans, and operating within budget; and
m)    Monitoring workflows and recommending changes to maximize the effectiveness of such.

•    Leadership and Development - Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vision/values/business strategy, and managing succession and development planning for the team. Effectively manage and develop human capital within the unit by:
a)    Ensuring that expectations, which include accountabilities, objectives, and goals are effectively communicated and understood;
b)    Ensuring goals are monitored for all direct reports and that they have a process in place for their respective areas;
c)     Providing ongoing coaching to direct reports and actively promoting employee development;
d)    Maintaining open lines of communication for staff and ensuring that they are aware of the Pathways to Resolution;
e)     Leading regular huddles with staff, as well as ad hoc meetings, for the dissemination of information;
f)     Providing fair and equitable treatment to all staff within department’s reporting.
g)    Fostering

•    Relationship Management - Build relationships with business line partners by:
a)    Participating as active partners by working with manager in consultations with SSG units, branches, and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
b)    Providing feedback and recommendations to management;
c)    Collaborating with management on regular communications with client groups and business line partners to understand new initiatives corporate objectives and strategies.

Education / Experience

Qualifications:
- Thorough understanding of CPA regulations, policies, and regulatory requirements.
- Strong organizational and time management skills
- Ability to manage initiatives concurrently, and to ensure project tasks result in marked progress toward achieving business
goals
- Strong ability to manage relationships and communication with business line partners
- Thorough knowledge and understanding of LAN/PC operations and systems (e.g. NetConnect, sClient, PEGA, MS Office Suite, Intalink, FFT, TKS, AS400, LAN and others)
- Thorough knowledge of Bank regulations, policies, procedures
- Strong knowledge of branch services, products, and processes and/or RSC or OCS processes
- Thorough understanding of HR policies, procedures and practices
- Strong managerial, leadership and coaching skills
- Excellent communication and interpersonal skills
- Ability to work under pressure with constant interruptions
- Must be flexible in a changing environment
Education & Accreditations:
- Post-secondary education and/or 3 years of relevant experience is an asset 

Location(s):  Dominican Republic : Santo Domingo : Santo Domingo East || Dominican Republic : Santo Domingo : Santo Domingo North || Dominican Republic : Santo Domingo : Santo Domingo West

Business Address: 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.