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Title:  Manager, Risk & Control - Scarborough




Requisition ID: 94377

Join the Global Community of Scotiabankers to help customers become better off.



As the Manager, Risk & Control you will be responsible for:

  • the development, implementation and ongoing enhancements of the Internal Controls Framework across all Canadian Contact Centres (CBCC) - Canada, Mexico and Colombia
  • providing independent assessments of operational performance to develop a strong level of audit preparedness/operational readiness for the Contact Centres,
  • oversight of all testing programs (some examples: Audit, Compliance, Global Operations Risk) - from preparation to issue resolution - in support of a robust control environment
  • providing support for the implementation of first and second line activities as well as Global Contact Centre initiatives
  • working closely with key partners to ensure that the CBCC is informed of best industry practices and ensuring alignment with the Global Contact Centre strategy, Business Unit’s risk appetite, Global Sales Principles and applicable regulatory requirements.



Major Accountabilities

Development and execution of the Risk and Control Mandate:

  • Responsible for the development, implementation and management of a formal Internal Controls Framework and CBCC Control Repository
  • Supervise and review the annual control walkthroughs, attestation and testing of all in-scope controls
  • Responsible for the effective management and execution of the Operational Readiness Program
  • Supervise and approve Operational readiness planning programs, sample testing and working papers for compliance with auditing standards and ensuring on time and on budget delivery
  • Administer an Internal Review Program that provides the CBCC Leadership team with a reasonable assurance of compliance with regulatory and disclosure requirements, business controls and accounting/financial controls.
  • Manage Key Risk Indicator (KRI) reporting
  • Develop and implement Operational Risk Event (ORE) reporting for CBCC
  • Lead/support closing meetings with auditees, review and approve final engagement reports and ensure timely follow-up on the status of management action plans including successful issue closure
  • Assist CBCC sites during Internal Audits and 2nd line testing engagements to ensure smooth execution, high responsiveness and timely issue resolution
  • Identify emerging issues that may impact the annual review plan through discussions with key business stakeholders
  • Support Sales Practices initiatives for GCC
  • Review & update eRCM controls to make sure that the controls are valid and up to date
  • Support on delivery of key technology initiatives and projects related to various processes and functions.
  • Act as a Subject Matter Expert (SME) and represent the CBCC in all regulatory reviews and other Bank business reviews
  • Other duties as assigned by the Senior Manager, GCC Controls & Monitoring.

Leadership and Personal Development

  • Participate actively in team activities/initiatives and take responsibility for self-learning and development;
  • Comply with all Bank policies and procedures;
  • Provide guidance and coaching to direct reports and assist in team development by training, guiding and monitoring development of team members;
  • Prepare periodic and annual performance assessments of direct reports and have meaningful discussions on personal/team goals and objectives for measurement of performance, career development/training plan;  
  • Monitor for successful achievement/completion of annual goals and objectives of direct reports;
  • Manage self/team members by/through confirming role expectations, identifying mentors/coaches and enquiring about training needs; ensuring timely completion of performance appraisals;
  • Ensure new hires are properly oriented and in a timely manner to allow for department continuity

Contribute to business unit growth and profitability:

  • Support the CBCCs by ensuring that the high quality of service is consistently provided to customers in the multi-channel environment;
  • Identify potential processing efficiencies, automation opportunities and system enhancements and provide suggestions and recommendations to CBCC Management to positively influence the work of the GCC Controls & monitoring team by being a strong proponent of team work



Skills you already have


  • Undergraduate university degree in related discipline and/or minimum 5-7 years related work experience
  • Excellent problem solving, investigative and analytical skills
  • Strong influencer, coach and relationship manager
  • Sound judgement and a keen attention to detail
  • Ability to work independently and within tight deadlines
  • Ability to prioritize and work on multiple projects concurrently
  • Expert at working effectively as a team member in cross functional teams
  • Ability to quickly adapt to unforeseen changes in priorities and initiatives
  • Demonstrated ability to quickly grasp new concepts and master new applications/tools



  • Experience managing and coaching mid-size teams
  • Thorough understanding of regulatory requirements including – The Foreign Account Tax Compliance Act (FATCA), Anti Terrorism Act (ATF), CASL, AML/ATF, Privacy (DNCL/DNEML), Access to Basic Banking, CDIC, etc.
  • Branch and/or Contact Centre experience
  • Bilingual skills (English/Spanish) both written and spoken
  • Relevant experience in internal controls, risk management and/or compliance


Functional Competencies:

  • Excellent communication skills (verbal, written and electronic)
  • Working knowledge of Canadian Banking regulations, policies, procedures, operations and functions
  • Thorough knowledge of branch and CBCC systems, applications and operating procedures
  • Working knowledge of audit processes and methodologies
  • Demonstrated ability to write clear, concise reports as well as internal and external communication
  • Proficient in Microsoft Office – Word, Excel, PowerPoint, OneNote, Visio
  • Strong negotiation skills in order to effectively manage potentially difficult/sensitive issues when presenting findings to the management



This role is located at 888 Birchmout




Location(s):  Canada : Ontario : Scarborough 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.

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.

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