Assistant Manager, Performance Enablement, RPULO
Fecha: 4 ago 2025
Ubicación: Santo Domingo Este, 01, DO
Empresa: Scotiabank
ID de la solicitud: 232651
Únase a un equipo ganador con un propósito claro, comprometido con el logro de resultados en una cultura inclusiva y de alto desempeño.
Position: Assistant Manager, Performance Enablement, RPULO
Level 6.1
Schedule: Monday to Friday from 10:00AM-7:00PM
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
Scotiabank es un banco líder en las Américas. Inspirándonos en nuestro propósito corporativo, “por nuestro futuro”, ayudamos a nuestros clientes, sus familias y sus comunidades a lograr el éxito a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, banca privada, corporativa y de inversión, y mercados de capital.
[En Scotiabank, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Si necesitas algún tipo de adaptación (como, por ejemplo, un lugar accesible para la entrevista, documentos en formato alternativo, un intérprete en lengua de señas o tecnología de asistencia, entre otras cosas) durante el proceso de reclutamiento y selección, indícalo a nuestro equipo de Reclutamiento. Si necesitas apoyo técnico, haz clic aquí. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en Scotiabank, pero solo nos comunicaremos con aquellos que hayan sido seleccionados para una entrevista.
Área de trabajo:
Assistant Manager, Performance Management, Data Analyst, Administrative Assistant, Human Resources, Management, Administrative, Customer Service, Data