Title:  Senior Manager, Client Services & Solutions

Requisition ID: 245361

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

As Senior Manager, Client Service & Solutions, you will support a portfolio of large corporate and/or financial institution clients by allowing them to effectively utilize Payments Products and Services. The Service organization acts as a central point of resolution to support the client's business operations, identifies product/service gaps and development opportunities, and leverages client/product expertise to recommend client growth and efficiency opportunities

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

• Key advisor and proactive partner to the client, providing advice/consultation on decision making
• Acts as proactive partner, reaching out to clients to assess progress, client satisfaction, and potential impediments to a high level of service satisfaction
• Client’s central point of resolution and escalation for service issues, liaises with partners to manage issues to completion
• Convey complex ideas and client issues with confidence
• Identifies and addresses product/service gaps and development opportunities, leveraging the full array of Treasury Services product capabilities
• Participate in client engagements over phone, email and/or in person. The engagement will be to address client escalations and/or assist with the solutioning of cash management offerings
• Analyze data, evaluate performance, and implement strategies to improve client service quality, efficiency, accuracy, and satisfaction
• Support outage rotation and identify client impact and lead client care action plan
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Creates an environment to pursue effective and efficient operations of his/her 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
• Builds a high-performance environment by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy

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

• Minimum 5 years of high-level experience in cash management (specifically in payments)
• Knowledgeable about the products, services, policies, and procedures of business banking
• Technical background, whether by degree or work experience
• Excellent communication, leadership, problem-solving, and analytical skills
• Client-oriented mindset and passion for client satisfaction
• Manages time effectively in a fast-paced environment; demonstrating ability to balance competing priorities, deliver on commitments with since of urgency
• Ability to work under pressure and handle multiple tasks simultaneously; present oral and written communication in an organized, clear and confident manner and effectively partner with internal colleagues and external clients

What’s in it for you?

• A culture that promotes teamwork and cross-functional collaboration to achieve business goals.¸Inclusive workplace that values diversity of thought, background, and experience
• An organization committed to making a difference in our communities – for you and our customers.
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Perfect for problem solvers who love to scenario plan and work with a wide-ranging number of business partners and geographies.
• Hybrid working environment allowing for work/life balance

Location(s):  Canada : Ontario : Scarborough 

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.