Title:  Agriculture Banking Team Lead Service, Canadian Commercial Banking

Requisition ID: 234141

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

Agricuture Banking Team Lead, Service - Canadian Commercial Banking
 

Purpose
 
The Agriculture Banking Team Lead, Service will lead and oversee the regional client servicing team of Client Service Specialist (CSS) for Commercial Banking Distribution ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies and procedures. They are responsible for a unit that oversees the output of high quality and accurate client data, service and support as it relates to all client Commercial portfolios.
 
You will be responsible for leading end-to-end client-centric service to our new and existing clients. This will include liaising with internal partners groups and external parties to ensure and oversee the quality of the collection and processing of financial reporting, satisfaction of funding requirements, onboarding needs and various activities such as resolution of escalated client challenges. The role is specific to servicing all segments in Commercial Banking Distribution. This role will work closely with the leaders in the RBBO – BSC for ongoing process improvements on behalf of the assigned portfolio.
 
Accountabilities:
 
Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
 
Lead and coach team to deliver exceptional client service, ensuring a seamless E2E servicing journey for all mid-market clients in the region by:

•    Ensuring every client experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently, escalating to VP, Commercial or appropriate Relationship Manager as appropriate.
•    Coaching team to the elements of high-level client centric service model; and enhancing teams overall servicing and support capabilities in order for them to develop trust relationships with clients.
•    Monitoring and taking appropriate action on deficiencies within the assigned service portfolio.
•    Liaising with designated RBBO contacts, and other Commercial Banking Partners as required, including acting as an escalation point of contact.
•    Balancing short and medium-term priorities to address resource and operational challenges.
 
 

Ensure consistency and quality in service delivery, adhering to established standards and procedures while continuously seeking opportunities for improvement by:

•    Ensuring appropriate controls are in place to drive operational excellence and profitable relationships while mitigating risk.
•    Fostering collaboration across teams to streamline processes, reduce service bottlenecks, and enhance overall efficiency in the end-to-end client servicing journey.
•    Collaborating closely with key partners to streamline the servicing processes as well as coordinate with RBBO to ensure efficiency.
•    Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the VP Commercial and/or applicable department as appropriate.
 
 

Oversee the implementation of client feedback mechanisms by:

•    Contributing to CPulse Score by championing opportunities to enhance a high standard of customer experience.
•    Using insights to drive enhancements in the client servicing experience.
 
 

Monitor and analyze service performance metrics, identifying trends and making data-driven decisions to improve service outcomes and client satisfaction.
 
 
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
 
 
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 vison/values/business strategy; and, managing succession and development planning for the team by:

•    Leading, coaching, guiding, and motivating the team to exceed contributions toward defined goals, and ensure collaborative relationship with Relationship Manager teams.
•    Fostering and developing a strong, positive team environment, driving employee empowerment, belonging, and a high degree of engagement.
•    Attracting and retaining top talent including effectively developing staff to meet operational needs of Commercial and longer-term requirements of the Bank.
•    Exhibiting an ability to listen, negotiate and communicate goals.
•    Sharing knowledge, experience, best practices, and responsibility with employees in a drive for the highest standards of professionalism.
•    Establishing & monitoring performance objectives and measures, and providing timely performance (& non-performance) feedback with regards to roles, tasks, and expectations.
•    Conduct effective performance assessments and make sound recommendations for career development and that employee development is a priority for all employees on the team.
•    Regularly scheduling one-on-one coaching with direct reports.
•    Identifying and supporting training and developmental needs of team members.
•    Managing staffing requirements and departmental workloads.
 
 

Dimensions:

 
•    Manage typically a team of 8-12 Client Service Specialist within an assigned region (composition may vary depending on the region)
•    Span of territory / coverage: Within designated market/region.
•    Clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations.
•    These clients are in the Mid-Market segment and will be both borrowing (between $1MM to $25MM) and non-borrowing (typically deposits <$50MM).
•    The incumbent will typically receive requests from the VP, Commercial Banking, Market Vice President or Relationship Managers (Mid-Market).
•    The incumbent will interact primarily with various internal partners which include: Global Risk Management, Shared Services, Global Business Payments, Payment Cash Management, Leasing, Global Banking Markets, Wealth Management, Enhanced Due Diligence Unit as well as the Canadian Commercial Executive Office.
•    The incumbent may have contact with client CFO and Controllers and Centres of Influence within the market area; building and maintaining internal relationships with key players/contacts.
•    The incumbent will also interact with external parties such as Solicitors, Accountants, Professional Service Providers and other Banks.
•    The incumbent continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures.
•    Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods.
•    Manages ongoing operations, programs and results of specialized team(s) of professionals.
•    Thorough knowledge of payment requests as they relate to wires, certified cheques, bank drafts, foreign currency, SWIFT, Sanctions, AML, etc.
•    The environment is fast paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests.
 

Education:

 
•    Post-Secondary Education (Business Degree preferred).
 
 

Skills/ Experience:

 
•    3 to 5 years equivalent work experience in Financial Services (Commercial / Small Business) or related industry.
•    Minimum 3 years managerial experience.
•    Strong sales and credit management, coaching, relationship building, and leadership skills are essential, along with the ability to influence and motivate others.
•    Solid understanding of the Commercial Banking objectives, strategies and structures. The incumbent must possess tactical planning skills and implementation/ management skills.
•    Thorough knowledge of client service standards as it applies to Commercial Banking’s policies & procedures, business accounts, products & services, and collateral documentation.
•    Strong interpersonal skills are essential for building customer relationships and to facilitate a positive and effective team environment.
•    Must be able to effectively articulate their views to all levels both within the Bank and externally in the marketplace.
•    Working knowledge of the Bank’s compliance requirements for Commercial banking.
•    Strong decision making, problem solving, and relationship management skills.
•    Effective communication, organizational, and decision-making skills.
•    Strong knowledge of Canada’s financial services marketplace and of the assigned market area’s key industries, major customers and competitive positioning within the assigned market areas.
•    Knowledge of Commercial Banking products and services, including systems, routines and operating procedures.
•    Thorough knowledge of Bank’s business lending and deposit products and services.
•    Expert knowledge of products and services provided by the Bank’s specialized sales forces and other delivery channels such as Global Banking & Markets, Global Business Payments, Global Wealth Management, Retail & Small Business Banking, etc.
•    Strong knowledge of Canada’s financial services marketplace and of the assigned market area’s key industries, major customers and competitive positioning within the assigned market areas.
•    Strong knowledge of services provided by support areas such as RBBO Centre.
 
 

Working Conditions:

 
•    Work in a standard office-based environment; non-standard hours are a common occurrence. 
•    Regular travel to Commercial Offices within the region with limited travel domestically.

Location(s):  Canada : Ontario : Stratford || Canada : Alberta : Calgary || Canada : British Columbia : Abbotsford || Canada : Manitoba : Winnipeg || Canada : Saskatchewan : Saskatoon 

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.