Title:  Sr. Manager Reconciliation

Requisition ID: 243755

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

Senior Manager, Reconciliation Operations

L 8.1

Schedule: Monday to Friday 8:30am - 5:30pm / Saturdays 4 hours upon request

Purpose

The Senior Manager, Reconciliation Operations is responsible for the direction of a team of subject matter experts in supporting the completion of assigned Branch and related reconciliations investigating exceptions and accurately processing adjustments in a centralized environment.  The Senior Manager is expected to foster a performance oriented, customer-focused culture by working in close collaboration with staff (including coaching) to ensure knowledgeable and straightforward responses are provided and being better organized to serve customers while reducing structural costs and mitigating risk.

Accountabilities 

• Provide direction and support to a team of subject experts to ensure they provide the best-in-class customer service by:

a. Ensuring the managers retain 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.

• Partner in development, implementation, and maintenance of effective tools and potential new processes by:

a. Reviewing the department’s activities tracking report (volume and disposition tracking) to certify optimal fulfillment of branch support needs is being provided; 
b. Analyzing trends through discussion with managers and generating feedback to be conveyed to delivery network(s), and external suppliers that will assist in streamlining processes and service delivery to our customers;
c. Achieving targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results;
d. Advancing support initiatives identified through working with partners to execute new, and enhanced support projects, and periodic roll outs.

• 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, leads to the development and revision of operating procedures and effective workflows.
b. Identify possible causes of a situation, its impact on the business and provide realistic and timely solutions.
c. Reviewing and evaluating financial reports per the Bank’s policies, procedures and financial reporting guidelines to ensure all transactions and records on each case are registered and recorded within standards.
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 your team pursues effective and efficient operations, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk 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. Understanding and supporting the direction of the Bank and Global Operations and aligning to business plans.
h. 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.
i. Participating in the development and implementation of coordinated business plans, contributing to budget planning and monitoring of operations. 
j. Monitoring workflows, organizational structures and complement levels and recommending changes to maximize the effectiveness of such.
k. Ensuring the Business Continuity Plan is reliable and current, and the operation is physically and logically secured.

• Effectively manage and develop human capital within the unit by:

a. Ensuring that expectations which include accountabilities, objectives, goals are effectively communicated and monitored for all direct reports and that they have a process in place for their respective areas;
b. Ensuring that ongoing coaching is being provided to direct reports and that it is conducted in their respective areas;
c. Ensuring a planned approach is taken to developing staff;
d. Maintaining open lines of communication for staff and ensuring they are aware of the Pathways to Resolution;
e. Leading or ensuring that regular meetings are conducted with staff as well as ad hoc for the dissemination of information; and a fair and equitable treatment is provided to all staff within department’s reporting.

• Develop/build and manage key strategic alliances, partnerships, and third-party supplier relationship to effectively meet our customers’ needs by:

a. Participating as an active partner, maintaining working relationships and initiating changes by working with third-party suppliers, technology, and business line partners (e.g., Currency Services, RBO, Branch Customer Experience, GWO etc.) to resolve issues, remove roadblocks, reduce costs and improve services;
b. Providing feedback mechanisms for third-party suppliers and business line partners to share their needs and exploring future opportunities to improve support and reciprocate same;
c. Leading regular communication with third-party suppliers and business line partners to understand new initiatives, corporate objectives, and strategies.

• 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 

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

Education / Experience 

• Post- secondary degree in Accounting, Finance, Business, &/or Management, with a minimum of 5-years relevant experience (preferable in leadership roles within the financial industry).

• Ability to manage the systems – related requirements for maintaining/improving Retail and Small Business Sales Support systems

• Thorough time management skills to satisfy the needs of a large client group.

• Thorough knowledge of Project Management to manage initiatives concurrently and to ensure that project tasks result in marked progress toward achieving business plans.

• Thorough knowledge of Shared Services and the Bank organization to manage the relationships and communication with business liner partners.

• Thorough knowledge and understanding of Branch Services, processes, LAN/PC operations and systems (PEGA, MS Office Suite, AS400, LAN and others) to ensure required transactions are duly processed as per Bank policies and procedures, service standards, and workflows are met.

• Thorough knowledge of Bank regulations, policies, procedures & branch operations

• Ability to manage initiatives concurrently, and to ensure project tasks result in marked progress toward achieving business goals

• Excellent ability to manage relationships and communication with business line partners

• Thorough understanding of HR policies, procedures, and practices

• Experience leading high performing teams. 

• Advanced English language skills. 

#DRGBS

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

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.