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Manager, Payouts - Stratford

Date: Aug 12, 2019

Location: Stratford, ON, CA

Company: Scotiabank




Requisition ID: 67902


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


As the Manager, Payouts, you will be responsible for managing the unit and ensuring service levels are maintained and are consistent. This is achieved by maintaining an in-depth knowledge of the mortgage products, policy, processes and systems.

You will lead a team of administrative staff and will be accountable for the unit’s performance including the accuracy, timeliness and efficiency of work processed, which are required to be in adherence to Bank policies and procedures.



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,
  • Recommending and implementing corrective measures to prevent recurrence of errors/problem situations
  • 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


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

  • Proactively recommending and executing 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 turnaround 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
  • Managing the expedient notification of processing delays to senior management, branches or other Bank departments as appropriate


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
  • Maintaining tracking, trending and analysis to support business requirement requests (e.g. equipment, workload & vacation overrun staffing for peak periods)


Lead and develop the unit team members by:

  • Conducting coaching sessions and performance assessments
  • Recognizing and rewarding success and managing non-performance
  • Effectively planning for training and cross training of employee
  • Developing and obtaining agreement on individualized development plans for all direct reports and team members


What we’re looking for:

  • Post-Secondary Education completed or equivalent of 3 years of relevant working experience
  • Minimum 3 years’ experience in a similar role in the financial or insurance industry
  • Previous supervisory/management experience is required
  • Strong problem solving and strategic influencing skills
  • Strong communication skills including written and verbal
  • Excellent team leadership, coaching and mentoring skills
  • Highly curious and strives to create efficiencies
  • Relationship-building skills to ensure cooperative working relationships with team members, senior staff and other internal partners


This position is located on Wright Blvd, Stratford. Hours of Operation: 7 am - 8 pm Monday to Friday, 37.5 hours/week



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. 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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