Title:  Director, Client Success, Corporate & Cash Management Client Services, GTB Operations

Requisition ID: 263718 

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

Global Transaction Banking 

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

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

Purpose

Reporting to the Managing Director – Corporate & Cash Management Client Services, the Director leads the Client Success team in establishing and delivering a tiered service model for corporate clients in Global Banking & Markets (GBM) and International Banking (IB). This includes ensuring specific goals, plans and strategic initiatives are executed/delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. The position requires someone who is a strong communicator and partner with a big picture focus, creative mindset, is a problem solver and has a comfort with, and a strong desire for interacting with GWO leadership, management, employees, and partners.

What You’ll Do:

• Oversees reporting of the onboarding metrics to support driving towards best-in-class time to onboard, including:
  • Establishing a framework to measure and report time to onboard metrics.
  • Managing monthly reporting of time to onboard metrics against best-in-class targets, as well as discussing trends and feedback to improve processes with onboarding partners.
• Leads a customer-focused team to deliver best-in-class onboarding and servicing experience for top-tier corporate clients in GBM and IB, including:
  • Defining a target operating model for the onboarding and servicing of GBM and IB MNC Lite clients.
  • Establishing and scaling a team that will provide seamless coordination between clients, internal stakeholders, Relationship Managers, Onboarding and Servicing teams as a first point of contact for onboarding requests and as a central escalation point for servicing requests.
  • Ensuring client satisfaction in onboarding and servicing as measured by client satisfaction surveys and feedback from clients and internal stakeholders.
• Leads a customer-focused team to deliver best-in-class onboarding corporate clients in GBM, including:
  • Scaling the team to provide end-to-end onboarding coordination for all GBM corporate clients, leveraging North Star onboarding orchestration technology.
• Identifies and implements opportunities to simplify and streamline the onboarding and servicing processes, especially as they impact the client experience, leveraging feedback from the team, internal stakeholders and clients.
• Establishes documented and scalable processes, scorecards and KPIs/KRIs for the Client Success team.
• Supports key initiatives and implementations to increase operational efficiencies and reduce pain points in onboarding and servicing frameworks, including:
  • Assessing current and future state end-to-end processes with a focus on people and process as well as the impact to the client experience, to be factored into technology development requirements.
  • Supporting design, development and change management timelines, including testing, training, rollout and communication strategies.
• Establishes an effective approach for partnering with Front Office to act as a trusted partner in delivering seamless client onboarding experience and solutions, ensuring clarity in roles shared priorities, and timely communication.
• Works closely with operational partners, including GBM and IB Onboarding, GTB Operations, Global Wholesale Operations, Business Banking Operations, Multinational Sales teams,
• Client Insights and Analytics, Global Data Operations, International Banking and others to support customer onboarding and servicing needs as well as to support initiatives to improve the client experience and streamline operational processes.
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values and Code of Conduct 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.
• Builds 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 behaviors; communicating vision/values/business strategy; and, managing succession and development planning for the team.

What You'll Bring:

• Bachelor’s degree or equivalent experience required, preferably in the disciplines of Business Management
• Strategic, functional, and operational planning skills
• Highly curious and strong problem-solving skills
• Analytical thinking required to address complex problems and issues and determine appropriate solutions.
• Demonstrated proficiency in leading change through others to achieve operational excellence.
• Solid experience and proven record in working closely with senior management across centres of excellence, along with conceptual and critical thinking
• Proven track record in creating and maintaining employee strategies, programs and plans with emphasis on business change
• Excellent written and verbal skills - able to convey messages that can be understood across all levels of the organization from the ground level through the executive and board level
• Can seamlessly engage colleagues, business partners, external stakeholders, and employees to define a shared / common goal
• Ability to manage significant ambiguity and constantly changing circumstances in a fast-paced environment
• Strong coaching and feedback skills that promote leadership and enhance team performance
• Proven ability to exercise good judgment, initiative, and maintain confidentiality
• Ability to build relationships and establish trust
• Experience managing internal relationships with business desks and senior stakeholders
• Knowledge of Microsoft Office (Teams, Excel, Word, and Outlook)

Working Conditions:
Work in a standard office-based environment; non-standard hours are a common occurrence. Limited/moderate travel domestically and internationally. 
 

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.

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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.