Title:  Manager Card Services

Requisition ID: 263317

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

Schedule: Monday to Friday from 8:30 AM to 5:30 pm / 4 hours upon request on Saturday

Purpose

Leads and oversees the Card Operations & Support Services, Retail Payments, and Unsecured Lending Operations, GBS DR team ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.

Accountabilities 

•    Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

•    Manage and direct all operational activities performed in area by:

o    Ensuring timely and accurate processing and exception handling for all applicable credit card and debit card requests 
o    Monitor processing volumes and manage resources to ensure all processing activities are completed within established operational performance commitments.
o    Ensure all production/fulfilment issues and delays are appropriately communicated to all applicable internal/external groups.  
o    Liaise with the card issuance and fulfilment vendor, as required, to address card delivery exceptions. 
o    Assess daily statistics and implement strategies to achieve telephone service factor (TSF) of 85% or higher and an abandon rate of 5% or lower for all calls handled by team.
o    Maintaining excellent and up to date knowledge of Credit Cards policy, products, processes, systems, and governing regulations as they relate to assigned Business Unit
o    Ensuring correct and timely reporting meets operational, financial, statistical, and statutory requirements.
o    Demonstrating leadership and direction in knowledge of day-to-day operations within unit

•    Lead delivery of customer service and/or service improvement initiatives within unit by:

o    Leading team to achieve and maintain established operational performance commitments (OPCs) and turn-around times.
o    Monitoring the team quality assurance results in daily work and establishing action plans to ensure targets are met.
o    Effectively implementing new ways to improve level of service/support provided by unit.
o    Supporting other units in response to business volume fluctuations and unexpected events
o    Partnering with business partners to deliver excellent customer experiences.
o    Planning and leading service meetings and skill building sessions.
o    Leveraging tools and best practices to ensure unit delivers excellence in customer service.
o    Ensuring all communications from team are professional, customer centric, clear, and concise.
o    Managing and notifying any processing delay impacts to senior management or other Bank departments, as appropriate.
o    Maintaining confidentiality of customer information

•    Contribute to development and achievement of unit’s short and long-term business plan by:
o    Implementing procedural/operational revisions to enhance personal and team productivity and performance. 
o    Operating within assigned budgets
o    Supporting business initiatives & managing execution within unit
o    Maintaining tracking, trending, and analysis reporting to support business requirement requests (e.g., equipment, workload & vacation overrun staffing for peak periods).
o    Establishing, monitoring, and tracking unit and individual contributions to align with fiscal goal and objective achievements.
o    Participating in cross functional committees.

•    Lead and develop team by:

o    Providing direction, guidance, and support, as applicable
o    Scheduling and conducting regular coaching and individual touch base sessions and complete performance assessments.
o    Recognizing and rewarding success and managing non-performance accordingly
o    Effectively planning, managing, and monitoring training and cross training of employees
o    Developing and obtaining agreement on individualized development plans for all direct reports and team members

•    Providing senior management with regular updates on quality of execution of the core business to drive performance. Ensures deliverables are completed and fulfilled as applicable - including, reporting any unusual occurrences or apparent fraudulent activity. 

•    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, 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, compliance, AML/ATF/sanctions, and conduct risk. 

•    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 behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.

Education / Experience / Other Information 

•    Degree or Diploma in Accounting, Finance, Business, Management, or related field and/or minimum of 5+ years of relevant work experience
•    Solid knowledge of the Bank’s regulations, policies, procedure, and business unit operations is an asset.
•    Previous supervisory/management experience is required.
•    Ability to interpret and organize data.  
•    Working knowledge of the regulatory requirements within the financial industry is an asset (e.g.: Electronic Banking products, Intralink, AS400, PEGA WorkSmart, Image, KT, KS, CIS, FFT, TSYS, etc.)
•    Advanced English language written and verbal communication 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.