Title:  Bilingual Senior Manager, Retail Client Services (English & Spanish)

Requisition ID: 257680 

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

Title: Billingual Senior Manager, Retail Client Services

Purpose
The Senior Manager, International Operations, Retail Operations is responsible for designing, implementing, and sustaining standardized operating models for Retail Banking Operations. By collaborating closely with Retail Business lines and other Global Operations stakeholders (such as Fraud, Collections, Contact Centres, Business support units, etc.), this role contributes to strategic alignment, standardization, and regionalization efforts. The position significantly influences the enhancement and consistency of our client experience across various geographies while supporting different segments.

What You’ll Do:

• Champion a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Ensure standardized, client centric, efficient and scalable operating model, processes and standards are in place to enable our business partners’ success and deliver a superior client experience.
• Interact & collaborate with Retail Operations Heads, Local Delivery Managers, International Business Lines, Global Transaction Banking Operations, local product teams, International Operations Teams and other IB Departments delivering expert advice and innovative solutions that contributes to the achievement of the bank’s goals.
• Coordinate various strategic initiatives across International Operations’ footprint including planning, execution, communications & change management.
• Work independently and as part of a cross-functional global team, refining and prioritizing optimization initiatives that contribute to an enhanced client experience.
• Identify back-office process optimization opportunities to increase efficiency and reduce costs.

Target Operating Model

• • Responsible for the documentation, design, implementation, and sustainment of a standardized target service and operating model for Retail Banking Operations, which provide service and support to all clients in International Banking.
  • Lead and participate in operational reviews to assess adherence to achieve a standard operating model, identify gaps and address obstacles to ensure alignment with the standard Operating Model.
  • Partner with IB groups and local teams for continuous improvement of the model (structure, processes & technology) to maximize performance and enable sharing of best practices.
  • Liaise with Transformation and IT Teams on the development of business requirements for technology enhancements in partnership with IB Business Line and Country management.
  • Establish Key Performance Indicators (KPI’s) and/or other metrics, and do regular oversight of our local operations units. ensuring standardization across International Banking to monitor and measure process effectiveness and productivity.
  • Identify and engage key stakeholders at all levels of the organization to ensure buy-in, address concerns, and foster a culture of collaboration and support for change initiatives
  • Stay current on best practices within your area of expertise, ensuring continuous knowledge transfer to maintain competitiveness. This includes staying updated on advancements in payments, lending, servicing, cash management and sharing relevant insights and strategies with the team to enhance overall operational efficiency and effectiveness.

Model Oversight and Continuous Improvement

• Create and execute an oversight framework across operations units to ensure best practices, standard operating models, alignment and sustainment
• Monitor established Key Performance Indicators (KPIs) across IB countries and hold monitoring meetings with local Operations representatives and all IB committees in order report on results and trends.
• Design and implement forums and tools to enable performance metric tracking and client results. Leads continuous improvement initiatives through process analysis and reviews to align to target operating model and achieve operational efficiencies, cost reduction and/or reduce risk while maintaining/improving overall client experience and ensuring compliance and regulatory needs are met.
• Strengthen operational effectiveness and continuously identify efficiency opportunities for standardization and centralization aligned with the Bank’s goal of improving productivity, enhancing client experience, and reducing costs through process optimization.
• Support the successful resolution of Internal Audit findings pertaining our Operating Model and monitor resolution of local audit findings or self-identified issues.
• Demonstrate innovative thinking that drives optimization, acceleration, change, and the enhancement of Operational Excellence competences and capabilities within the organization.
• Foster and develop a strong, positive team environment, driving individual contribution, team empowerment, and a high degree of engagement.
• Understand and consider the Bank's risk appetite and risk culture in day-to-day activities and decisions

What You'll Bring:

• University Degree in business, engineering, or technology (MBA an asset).
• Minimum 10 years of banking industry experience
• Bilingual proficiency in English and Spanish is required
• Expert knowledge in Business Process Improvement
• Strong project management skills with excellent track record managing projects of higher complexity
• Experience in Retail Operations (lending, credit cards, customer service, etc.) is an asset.
• Strategic, functional, and operational planning skills
• Excellent written, verbal and presentation skills in English and Spanish.
• Ability to work flexibly and prioritize in a fast-paced and deadline-driven environment.
• Expert level interpersonal, cross-cultural communication skills and strategic influencing

#LI-AM2
#GTB

Interested? 
If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank! 

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you? 
Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

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.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.

Location(s):  Canada : Ontario : Toronto 

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.