Title:  Senior Manager, Business Process Management & Downturn Readiness

Requisition ID: 264143 

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

The Role:

 Contributes to the overall success of Canada Collections by providing end to end ownership of business process management, operational readiness, and frontline client support enablement.

This role ensures that Collections processes are clear, consistent, audit ready, and scalable, particularly during periods of increased volume, operational stress, or heightened regulatory scrutiny.

The Senior Manager materially reduces non core workload from frontline teams by centralizing accountability for process governance, knowledge management, and change sustainment—enabling Advisors and Team Leaders to remain focused on effective, compliant collections and client engagement.

Is this role right for you? - In this role you will:

• End to End Process Ownership & Governance
  • Own and evolve Collections processes to ensure clarity, consistency, standardization, and regulatory alignment across all portfolios, including SDA.
  • Establish and maintain process governance frameworks (Evergreen), including version control, documentation standards, and approval routines.
  • Partners with internal and external partners where required to identify gaps, support remediation, and strengthen control effectiveness.
  • Translate complex regulatory, policy, and audit requirements into advisor friendly, executable processes and guidance (job aids).
• Downturn Readiness & Operational Resilience
  • Lead Collections downturn readiness by developing and maintaining risk based playbooks, readiness frameworks, key risk indicators, and execution guides.
  • Support consistent execution during periods of heightened scrutiny, ensuring controls, processes, and frontline guidance remain current and effective.

• Knowledge Management & Client Support Enablement
  • Provide single point accountability for a Collections wide knowledge management ecosystem, including The CURE and related repositories.
  • Reduce duplication and fragmentation across documentation, job aids, and process artifacts.
  • Ensure knowledge assets are:
    • Accurate and current
    • Easily accessible
    • Aligned to frontline workflows

• Strengthening advisor confidence and consistency in client interactions through clear, timely, and practical guidance.
• Ensure changes are sustained and communicated to key support partners and teams impacted
• Support effective rollout of strategic initiatives by ensuring process readiness and frontline enablement are addressed upfront.

• Leadership & People Management
  • Lead and develop a team of Managers and Specialists responsible for BPM, knowledge management, and client support enablement.
  • Set clear priorities, expectations, and performance objectives aligned to business and regulatory needs.
  • Foster a culture of accountability, continuous improvement, and risk awareness.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of the respective areas, 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 and the Guidelines for Business Conduct.
• Champions a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Bachelor’s degree in business, Finance, Operations, or a related field, or equivalent relevant experience.
• Minimum 8 years of progressive experience in operations, business process management, risk/compliance, or performance improvement within a regulated environment.
• Demonstrated leadership experience managing managers and/or complex, multi disciplinary functional teams.
• Strong background in process governance, change enablement, and operational readiness, including execution in periods of heightened risk or change.
• Experience partnering with Risk, Compliance, and Audit functions; regulatory exposure strongly preferred.
• Proven leadership capability with the ability to work autonomously and collaboratively in a matrixed environment.
• Advanced communication skills (written, verbal, and presentation), with the ability to tailor messaging and materials to a wide range of audiences, including senior leadership.
• Highly developed interpersonal skills: self starter with the ability to manage multiple priorities and deliver results in a fast paced environment.
• Demonstrated ability to build trusted relationships, influence without authority, and drive consensus across diverse key partner groups.
• Strong active listening and empathy skills, with the ability to support teams through periods of change.
• Proven ability to balance strategic thinking with operational execution, make sound decisions, and manage competing priorities.
• Ability to engage and negotiate effectively with key partners at all levels of the organization.
• The Senior Manager is expected to exercise a high degree of independent judgment and discretion with respect to liaising, partnering, and leading the group and other business line partners and within the context of approved budgets, authorities and Bank policies. The position works under the general direction of and receives strategic direction from the Director.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.  
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance. 
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, Humans of Digital and much more!

Location(s):  Canada : Ontario : Scarborough || Canada : Ontario : Ottawa 

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.