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Title:  Assistant Manager, Mortgage Payouts




Requisition ID: 88143


Employee Referral Program – Potential Reward:  


We are committed to investing in our employees and helping you continue your career at Scotiabank.



The Assistant Manager is responsible for managing the unit to maximize unit productivity and ensuring service levels are maintained and are consistent with OneTeam OneGoal values and Complaint Resolution Standards. This is achieved by maintaining an in-depth knowledge of the mortgage products, policy, processes and systems. Providing leadership/guidance to a team of administrative staff and certifying the unit’s performance (e.g. accuracy, timeliness and efficiency of work processed) is in adherence to Bank policies and procedures. The Assistant Manager is also responsible for fostering an environment of service excellence and for supporting the development of employees and facilitating the implementation of changes that impact the unit.



1.    Manage the quality and efficiency of unit operations and processing by:

  • Completing all required management reviews, tracking results and effectively resolving issues
  • Leading the day to day oversight of workloads, staffing & unexpected issues to ensure stability of processing
  • Proactively managing workloads and staffing levels by planning, coordinating, assigning and monitoring,
  • Completing daily and periodic management controls
  • Recommending and implementing corrective measures to prevent recurrence of errors/problem situations
  • Communicating policy, program and process changes and ensuring successful implementation
  • Establishing benchmarks and leading the analysis of appropriate tracking and trending to monitor accuracy, timeliness, compliance, efficiency (and improvement if required)
  • Implementing changes to the operating procedures, processes and systems to increase efficiency and meet Bank requirements
  • Managing testing to ensure compliance to changes implemented and preventing “process creep”
  • Reporting immediately any unusual occurrences or irregular or fraudulent activity, deficiencies, and trends to senior management or other business partners as appropriate for resolution
  • Reviewing general correspondence, returns and reports to ensure accuracy


2.    Lead the delivery of customer service and/or service improvement initiatives within the unit by;

  • Proactively recommending and implementing new ways to improve level of service/support provided by the unit
  • Monitoring for quality assurance in the work performed & resolving issues identified
  • Leading team to achieve established service levels agreements and turn around times
  • Supporting other units in response to business volume fluctuations and unexpected events
  • Partnering with the branches & other business partners to deliver excellence in customer experiences
  • Planning and leading service meetings and skill building sessions
  • Leveraging the tools and best practices to ensure the unit delivers excellence in customer service
  • Ensuring all communications from the team are professional, customer centric, clear and concise
  • Managing the expedient notification of processing delays to senior management, branches or other Bank departments as appropriate
  • Escalating matters without precedent for resolution, which may include participation in meetings with other stakeholders to establish new policy or procedures
  • Maintaining the confidentiality of customer information


3.    Contribute to the development and achievement of the unit’s short and long term business plan by:

  • Actively providing input to the business planning exercise
  • Providing recommendations for staffing and expenses
  • Operating within assigned budgets
  • Providing recommendations for opportunities for service, cost and process improvements and implementing across the unit where necessary
  • Supporting business initiatives & managing the execution of business initiatives related to the unit.
  • Maintaining tracking, trending and analysis to support business requirement requests (e.g. equipment, workload & vacation overrun staffing for peak periods)
  • Monitoring and tracking the unit’s contributions to goal and objective achievements
  • Participating in cross functional committees

4.    Lead and develop the unit team members by:

  • Providing direction, guidance and support to team members
  • Establishing and monitoring goals for direct reports
  • Conducting coaching sessions and performance assessments
  • Recognizing and rewarding success and managing non-performance
  • Effectively planning for training and cross training of employees
  • Developing and obtaining agreement on individualized development plans for all direct reports and team members
  • Creating an environment of healthy and effective communication
  • Effectively using the tools and best practices to create a positive work environment (e.g. Viewpoint, Applause)
  • Recruiting, hiring and promoting team members in accordance with standard Bank policies


  • Bachelor’s degree from an accredited institution and/or a minimum of 3 – 5 years of relevant working experience 
  • Previous supervisory/management experience is required


Location(s):  Canada : Ontario : Stratford 

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.