Assistant Manager, Performance Enablement, RPULO

ID de la solicitud: 232651

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Position: Assistant Manager, Performance Enablement, RPULO

Level 6.1

Schedule: Monday to Friday from 11:00AM-8:00PM

Purpose

Reporting to the Senior Manager, Retail Payments & Unsecured Lending 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 Performance Enablement (PE) 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 

Education / Experience 

· 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 

Ubicación(s):  República Dominicana : Santo Domingo : Santo Domingo Este || República Dominicana : Santo Domingo : Santo Domingo Norte || República Dominicana : Santo Domingo : Santo Domingo Oeste

Dirección de trabajo: Zona Franca Las Americas 

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