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Senior Manager, National Communications & Incident Management

Date: Jul 12, 2019

Location: Scarborough, ON, CA

Company: Scotiabank






Requisition ID: 64161


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


As the Senior Manager, National Communications & Incident Management, you will lead and oversee the design and delivery of internal communications and change management solutions that effectively meet business needs and ensure strategies, plans and initiatives are delivered in compliance with governing regulations, and internal policies and procedures.


This includes overseeing cross-Canadian Operational Communications teams and all day-to-day frontline communication channels and associated content, including web-based performance management resources. It also includes working closely with Global Communications, Operational Readiness and National Operations to ensure that time-sensitive information is communicated, and behavioral changes are implemented.




  • Develop and execute on the National executive communications and engagement plan (VP), including quarterly updates, digital communications, Advisor (frontline) and People Manager communications, organizational change communications
  • Lead and manage the National Operational Communications & Incident Management plan and team, including aligning in-Centre communicators and managing the operational communication framework and channels across the Canadian network (web, print, TV, audio)
  • In partnership with the Operational Readiness team, CBCC Change Management and Communications lead on Partner projects and communications pipeline (e.g., Product launches and changes; CORE), strategically representing the Global Contact Centre, working closely with workforce planning to minimize frontline impact and optimize implementation, and engaging in-Centre communicators as required
  • Lead the management of Issue, Incident and Crisis communications for the Canadian network, including anything that impacts behavior, call volume and/or service levels, including, but not limited to, products, technology, infrastructure or natural disasters; work in partnership with National Operations, Global Communications, Marketing, and Social Media to ensure stakeholders and executive are regularly updated on critical incidents or issues
  • Executive level and business line performance reporting and insight management to drive alignment to Global Contact Centre strategic priorities across markets, including but not limited to inputs into: Operations Management Report (OMR); Canadian Banking Redbook, Canadian Banking Operations Report, SVP Quarterly Commentary, Annual Competitive Review, President’s Report, Business KPI and Scorecard Reports
  • Provide effective business line planning support and facilitate annual and quarterly goal / measurement communication processes, including the consolidation of Balanced Scorecard or Performance Plan information, as required
  • Support AML, Compliance, Sales Practice governance and compliance reporting and executive communications, as required



  • Post Secondary Education completed in communications, business, project management or related field
  • 10 years + of related Corporate Communications experience, including internal and customer communications, and working in a project environment in large organizations
  • Highly-developed people management skills to build and manage a high performing team
  • Bilingual in French/English is a strong asset, not required
  • Advanced knowledge of change management principles, industry best practices, project management, organization practices and business transformation
  • Ability to act as communications and change lead for high profile Contact Centre, high risk and/or regulatory projects
  • Knowledge of risk management environment, standards and regulations
  • Ability to communicate clearly, confidently and effectively when speaking or writing 
  • Ability to work collaboratively and build relationships, succeed in a team and work independently
  • Ability to Move Fast on What Matters Most
  • Ability to analyze, research, organize and prioritize work and meet multiple deadlines
  • Change Management certification considered an asset
  • Skill in using software tools, applications (MS Office), data analysis methods and reporting techniques


This position is located on Eglinton Ave E. Scarborough. Regular travel to Yonge St, downtown Toronto will be required.

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

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. 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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