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Manager, Payouts - Servicing - Stratford, ON

Date: Jan 4, 2019

Location: Stratford, ON, CA

Company: Scotiabank



Requisition ID: 46742


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

The Manager, Payouts is responsible for contributing to the overall success of the Retail Service Centre by meeting objectives in the areas of Customer Satisfaction, Financial, Operations (efficiency and effectiveness) and People. The Manager, Payouts is responsible for managing the unit to maximize unit productivity and ensuring service levels are maintained and are consistent with our Core Values and Complaint Resolution Standards. This is achieved by maintaining an in-depth knowledge of the mortgage products, policy, processes and systems.


The Manager, Payouts provides leadership and guidance to a team of an Assistant Manager, Administration Officers and Senior Accounting Clerks and certifies the unit’s performance (e.g. accuracy, timeliness and efficiency of work processed) is in adherence to Bank policies and procedures. The Manager, Payouts is also responsible for fostering an environment of customer service excellence, continuous improvement and for supporting the development of employees and facilitating the implementation of changes that impact the unit.


Key Accountabilities


1 . Actively coach and mentor direct reports

  • take initiative and responsibility for the day-day management of a team of an Assistant Manager, Admin Officers & Senior Accounting Clerks by actively building and maintaining a strong, positive rapport with them
  • Identify opportunities for achieve goals by providing relevant feedback and coaching during process confirmations, coaching & skill building
  • Ensure that the ongoing operations of team members are performed effectively and efficiently while recognizing success and professionally managing non-performance
  • Ensure that staff have the tools and resources required to enhance their performance, recognize team deficiency and find solutions to improve  as necessary
  • Maintain a culture of recognition, appreciation and respect
  • Ensure visibility on the floor to foster an environment with open and honest two-way relationships where staff feel empowered to contribute in decision-making as appropriate
  • Maintain an up to date knowledge of all business changes such that information can be relayed to team members, improving the day-day efficiency of the Centre


2. Manage the quality and efficiency of unit operations and processing.

  • Complete all required management reviews, track results and effectively resolve issues
  • Lead the day to day oversight of workloads, staffing & unexpected issues to ensure stability of processing
  • Proactively manage workloads and staffing levels by planning, coordinating, assigning and monitoring
  • Complete daily and periodic management controls
  • Recommend and implement corrective measures to prevent recurrence of errors/problem situations
  • Establish benchmarks and lead the analysis of appropriate tracking and trending to monitor accuracy, timeliness, compliance, efficiency (and improvement if required)
  • Implement and/or support implementation of changes to the operating procedures, processes and systems to increase efficiency and meet Bank requirements
  • Report immediately any unusual occurrences or irregular or fraudulent activity, deficiencies, and trends to senior management or other business partners as appropriate for resolution


3. Lead the delivery of customer service and/or service improvement initiatives within the unit.

  • Proactively recommend and implement new ways to improve level of service/support provided by the unit
  • Monitor for quality assurance in the work performed & resolving issues identified
  • Lead the team to achieve established service levels agreements and turn-around times
  • Support other units in response to business volume fluctuations and unexpected events
  • Partner with branches & other business partners to deliver excellence in customer experiences
  • Plan and lead service meetings and skill building sessions
  • Leverage tools and best practices to ensure the unit delivers excellence in customer service
  • Ensure all communications from the team are professional, customer centric, clear and concise
  • Manage the expedient notification of processing delays to senior management, branches or other Bank departments as appropriate
  • Escalate matters without precedent for resolution, which may include participation in meetings with other stakeholders to establish new policy or procedures
  • Maintain the confidentiality of customer information


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

  • Actively provide input to the business planning exercise
  • Provide recommendations for staffing and expenses
  • Operate within assigned budgets; ensure financial objectives related to team goals and expense management are met.
  • Provide recommendations for opportunities for service, cost and process improvements and implementing across the unit where necessary
  • Support business initiatives & managing the execution of business initiatives related to the unit.
  • Monitor and tracking the unit’s contributions to goal and objective achievements
  • Participate in cross functional committees


5. Minimize potential risk and harm for the business

  • Minimize any potential reputational risk for the business; in particular the areas of money laundering, anti-terrorist financing and privacy laws by providing staff with the necessary tools and resources to educate themselves in these subject areas
  • Ensure audit findings are brought to the attention of senior management, and are handled appropriately
  • Adhere to and ensure staff compliance with Know Your Customer requirements
  • Actively conduct risk management by monitoring and reviewing team member(s) performance



  • Bachelor’s degree from an accredited institution and/or a minimum of 3 years of relevant working experience
  • Previous supervisory/management experience is required
  • Strong problem solving and strategic influencing skills
  • Strong communication skills including written and verbal
  • High degree of flexibility required to adapt to a wide variety of tasks and functions associated with the position
  • Ability to work in a fast paced, dynamic environment
  • Excellent team leadership, coaching and mentoring skills
  • Ability to take initiative in creating new processes that support, and build the business
  • 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, including Saturdays between 8:30 - 5:00 pm.


Location(s):  Canada : Ontario : Stratford

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Job Segment: Bank, Banking, Risk Management, Manager, QA, Finance, Management, Quality

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