Title:  Director, Digital Channels, Client Lifecycle Management, Global Transaction Banking - Toronto, ON

Requisition ID: 254728 

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
The Director, Digital Channels, Client Lifecycle Management offers an exciting opportunity for a senior Digital Channels leader to oversee end‑to‑end Client Lifecycle Management and elevate the client experience across all business banking channels. Accountable for seamless journeys, effective platform transitions, and data‑driven decision‑making, the role leads a multidisciplinary global team spanning Client Experience, Client Transitions & Change Management, Business Intelligence & Client Insights, and Business Operations & Product Engagement.

With a mandate to deliver a consistent, client‑centric experience for small business, commercial, and corporate clients across the Americas, this leader also supports channel product owners in the day‑to‑day operation and optimization of existing platforms. Success requires close partnership with Product, Technology, Sales, Operations, Marketing, Analytics, and regional teams to drive global standardization, scalable digital growth, and client satisfaction. Operating within a cross‑functional global ecosystem and collaborating with internal stakeholders and external partners, this leader will shape integrated cash management experiences and advance GTB’s strategic objectives through strong leadership, negotiation, change‑management expertise, and strategic influence across all levels of the organization.

What You’ll Do:

• Own and continuously improve end‑to‑end client journeys across all GTB cash management digital channels, ensuring scalability and global standardization.
• Identify and remove pain points through journey mapping, client feedback, and analytics to drive satisfaction, retention, and adoption.
• Establish a client‑centric operating rhythm incorporating regular feedback loops with clients and internal stakeholders.
• Drive improvements in client experience metrics, including CSAT/NPS and execution of client migration plans.
• Enable digital adoption through standardized KPIs, analytics, and a scalable communication and training framework.
• Leverage analytics to uncover trends and insights that guide channel strategy and decision making.
• Define and implement standardized KPIs and dashboards for consistent global performance measurement.
• Provide actionable insights to leadership, Product, Sales, and Operations to support strategic and operational goals.
• Define and scale global enablement standards across digital channels, including training, communications, and documentation.
• Centralize product, service, and channel communications for internal partners, Sales, and clients, ensuring content accuracy and subject‑matter expertise.
• Develop and maintain high‑quality training assets in partnership with training, marketing, and UX teams.
• Create scalable, client‑focused enablement materials—including short‑form training videos—for key digital journeys informed by client feedback and usage patterns.
• Lead complex, large‑scale client migrations and platform transitions with minimal disruption across global markets.
• Partner with regional teams to plan, execute, and monitor transition milestones and adoption metrics.
• Track migration progress, activity, and satisfaction to optimize effectiveness and prepare for future migrations.
• Lead, coach, and develop a high‑performing global team across client experience, analytics, change management, and business operations.
• Drive strong cross‑functional collaboration with Product, Technology, Operations, Sales, UX, Marketing, HR, Analytics, and Control Functions.
• Champion GTB’s guiding principles of client‑centricity, standardization, and global alignment.
• Set clear objectives and performance metrics, using dynamic visual management tools and regular reporting.
• Foster an inclusive, high‑engagement team culture that supports growth, empowerment, and effective collaboration.

What You'll Bring:

• Bachelor’s or postgraduate degree in business, management, computer science, engineering, or related field.
• 12+ years of experience in Cash Management and Payments, with deep knowledge of global payments, regulatory environments, and digital banking platforms.
• Proven leadership experience in large‑scale digital transformation, client migrations, and complex cross‑regional programs using modern delivery methodologies (Agile, Scrum, Kanban).
• Strong commercial and analytical acumen, with experience in performance management, data‑driven decision making, deal structuring, revenue growth, cost efficiency, and risk mitigation.
• Exceptional communication, negotiation, and stakeholder‑management skills, with the ability to influence across Product, Technology, and Operations.
• Spanish proficiency preferred.

#LI-Onsite #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.

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.