Senior Manager Sales & Service Support Caribbean

ID de la solicitud: 262012

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Sr. Manager Sales and Service Support
#SBDR
Nivel 8.1

Purpose:

Strategic role responsible for enabling and accelerating the Retail commercial strategy across the Caribbean branch network. Leads the regional communication and training agenda to ensure initiatives are understood, adopted, and executed consistently, translating strategy into clear messages, readiness plans, and capability building for frontline teams. Ensures alignment, operational excellence, and exceptional customer experience by governing the deployment of key plans and initiatives in full compliance with internal standards, policies, and procedures, while maintaining branch readiness and consistent communication across the network.

Responsibilities:

•Promotes a customer-centric culture aimed at deepening client relationships and leveraging the Bank’s broad network, systems, and institutional knowledge. Serves as the primary owner of branch functionality, ensuring 100% operational readiness and consistent communication across all locations. Actively monitors branch needs and escalates operational requirements to Operations, IT, or Product areas when necessary to guarantee timely resolution and alignment with business objectives.

•Builds strong partnerships and maintains effective communication with Product areas, Business Lines, and Corporate Banking to ensure full alignment on strategies and initiatives. Actively collaborates to attract and link products and clients, driving portfolio growth and reinforcing cross-functional synergy across the organization.

•Leads communication efforts to ensure the successful implementation of initiatives aimed at driving sales growth and business results. Oversee the execution of campaigns, client profiling, referrals, and cross-business synergies, guaranteeing alignment across all areas and consistent delivery of strategic objectives.

•Designs, leads, and governs end-to-end training plans for Retail (onboarding, refreshers, and new initiative rollouts), ensuring content readiness, scheduling, attendance tracking, and measurable adoption outcomes across channels.

•Leads the deployment plan for projects and releases impacting Retail, coordinating pilots, cutover activities, branch readiness, contingency plans, and post-deployment stabilization with Operations, IT, Product, and Business stakeholders.

•Develops and executes the communication and change management plan for Retail initiatives, ensuring a regular communication cadence to the Retail Business Line including key messages, impacts, timelines, FAQs, and feedback loops to support adoption.

•Owns the monitoring and execution of key strategies to drive customer digitalization, product acquisition, and client engagement. Ensures daily tracking of sales and business indicators, implementing timely adjustments based on performance trends and seasonality.

•Understands the Bank’s risk culture and ensures risk appetite is considered in daily activities and decision-making.

•Identifies data needs for the team and advises on securing accurate metrics and leveraging tools. Establishes a test-and-learn culture and contributes to organizational metrics.

•Drives operational excellence within the Distribution area by ensuring efficient execution and adherence to daily business controls. Maintains full compliance with regulatory and internal standards, actively managing operational, compliance, AML/ATF, and conduct risks in alignment with the Bank’s frameworks and guidelines.

Education / Experience :

• Bachelor’s degree in Business Administration, Industrial Engineering, Communications, 
Organizational Psychology, or a related field is required
• At least 5 years of experience in Banking or financial services enterprises 
• At least 5 years of experience in Scotiabank, in any distribution channel sales force 
• Expert level knowledge of the way distribution channels work and self-service channels 
• Strong experience in project management / program delivery, leading end-to-end deployments 
with multiple stakeholders (planning, execution, risks & dependencies, cutover, and postimplementation stabilization); Agile/Scrum experience is a plus
• Key skills: leadership, analytics and verbal and written communication 
• Bilingual (English and Spanish) with strong business writing and presentation skills in English
• Digital Skills
• Commitment to continuos learning 
• Innovative 
• Execution excellence 
• Networker 

Ubicación(s):  República Dominicana : Distrito Nacional : Santo Domingo

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