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Title:  Customer Relationship Management & Operational Analyst




Requisition ID: 111175

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


The CRM and Operational Analyst will be responsible for analysis, identification, recommendation and implementation of processes and procedures in an effort to increase efficiencies.  Additionally, the CRM and Operational Analyst will be the subject matter expert pertaining to CRM, providing support to the Regional Teams and be the point of contact for    The incumbent will also be required to calculate and report on commissions as well as provide GRSP support to the field.  This is a diverse role with that requires a unique skill-set. 


Major Accountabilities:

  1. Operational Process Evaluation and Improvement


  • Project Responsibilities: documentation and evaluation of existing and proposed processes and procedures (ex. expense management process, mobile phone ordering, CRM and technology sales fulfillment);
  • Provide recommendations for improvement on operational processes and facilitate change;
  • Responsible for the full life-cycle of Project Management including coordination of change, risk assessment and testing of new processes.


  1. CRM Systems Management and Development
  • Responsible for day-to-day support of mobile sales force inquiries with respect to CRM, facilitate troubleshooting for end users;
  • Provide business support pertaining to;
  • Prepare business’ needs input to at every level of development (business analysis);
  • Maintain accuracy and  integrity of data;
  • Salesforce training and training documentation.


  1. Compensation / Payroll Administration
  • Ensure accuracy of commission calculation and reporting to Investment Specialists, investigate discrepancies and reconcile accounts as required;
  • Provide support to the field with commission inquiries and resolve any discrepancies in a timely manner.


Other ad-hoc duties and special projects as required.


Education/Work Experience/Designations

  • Minimum of 3 to 5 years experience in an office environment;
  • Knowledge of the financial services industry and asset;
  • Experience with an asset,
  • Proficiency in the Microsoft Office suite with an emphasis on Excel
  • College Diploma/University Degree;
  • Knowledge of and experience using Visio an asset;
  • Previous experience in calculating and paying sales commissions preferred;
  • Demonstrated ability to work independently in a fast-paced environment with tight deadlines;
  • Strong time management skills
  • Strong attention to detail required
  • Familiarity with process analysis, operational efficiency and project management principles


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.

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