Title:  Director, Client Experience & Partnerships

Requisition ID: 255725 

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

The Director, Business Banking Client Solutions & Experiences leads a team responsible for bringing integrated product offerings and packages to market, in a way that helps Scotiabank achieve our ambitious growth aspirations and supports the needs of Canadian Small Businesses.  

In designing, launching and managing solutions, the Director will ensure we leverage our sales teams, marketing channels, client journeys, and external partnerships to meet the needs of general and specialty segments.  This will done while also supporting businesses at different parts of their maturity curve, through unique experiences.  Programs, campaigns and events will all be orchestrated to deepen relationships with our existing clients, and attract new clients to Scotiabank.  

As a focus area for Scotiabank, this Director is a key member of the Leadership Team, who is energized by collaborating with internal and external partners, in a fast-paced and nimble environment.

Is this role right for you? In this role, you will:

• Lead and drive a client-centric team to achieves the growth ambitions for the Small Business segment in Canada;  this will be accomplished through designing and implementing solutions (both products and experiences) that attract new clients and deepen existing relationships.
• Develop and execute strategies and programs to drive Primary Client acquisition and/or retention across key Small Business segments.  Based on the initiative, this involves working with external partners to create value exchange, or Professional Associations to promote Scotiabank Business Banking to their members/clients. 
• Own the Client Segmentation methodology and framework, in turn integrating insights and design into our client facing strategies and journeys.
• Manage, explore and develop new partnerships with key external organizations that contribute to the long-term profitable growth of various segments within the Bank. 
• Own and lead all client survey programs facilitated either by external or internal partners such as JD Power Survey or Net Promoter Score (NPS) Survey and will be responsible for leading strategies, solutions and business development initiatives derived from results.
• Build a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.
• Create an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk; understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• 7+ years of management experience, preferably in banking product, campaign management and strategy roles
• Excellent understanding of the Small Business, and Small Business Professional segment, and the ability to understand what drives and delivers value to these clients.
• Superior interpersonal skills, as regular duties will include frequent interaction with management of other bank departments and high-level executive contact within industry related alliances. 
• Strong communication skills to promote and market relationship banking to current and targeted alliances and value-added partners. 
• Excellent self-motivation skills including initiative and a strong sense of professionalism are essential in implementing sales and service initiatives with our partners, and in the development and execution of the banks marketing program, while at the same time complying with bank policies. 
• Excellent ability to manage and lead the development, implementation and administration of multiple tasks, execute sound judgment in the establishment of personal priorities, manage competing demands, and complete assigned tasks within established timeframes.
• Creative approach to product development and differentiation; ability to monitor wider market/consumer trends and tailor new products accordingly
• Proven ability to work both inside and outside of the team environment and a strong commitment towards self-discipline when working outside of the office mainframe. 
• Excellent communications skills with a strong capability to meet challenges quickly and decisively based on formal and informal data, input from internal information, and from partners, associations and alliances.  
• Bachelor’s degree required, MBA or other advanced degree preferred    

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.