Title:  Manager, Advisor Excellence, Business Banking - Toronto

Requisition ID: 278974 

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

Position:  Manager, Advisor Excellence / Business Banking Business Banking / Canadian Banking

Purpose

The Manager, Advisor Excellence, contributes to the overall success of the Advisor Excellence Team in Business Banking, ensuring specific individual goals, plans, and 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 Manager, Advisor Excellence, contributes to the development and implementation of multi-segmented multi-channel training plans to support Business Banking’s achievement of strategic objectives.  Collaborating with key stakeholders, the incumbent will be the primary conduit for the execution of advisor facing development initiatives and will play a key support role in developing training resources designed to improve Business Banking advisor effectiveness. This will include conducting needs analysis, supporting the design of learning programs, evaluating learning, and tracking/reporting results.

In addition, the role will work closely with Business Banking team members to gather the various inputs required to develop and prepare business updates/dashboards used to communicate progress of effectiveness initiatives to senior management, business partners, and the Business Banking salesforce. 

Accountabilities

Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

1. Training and Development

• Supports the Senior Manager in the identification of training plans by staying aligned with business line objectives, consulting with internal stakeholders, and leveraging metrics & business data.
• Supports the Senior Manager in the design and development of education solutions by identifying requirements, program design & materials, coordinating stakeholders demands and demonstrating flexibility within the business line demands.
• Delivers the programs within established timelines without compromising quality and experience.
• Develops productive relationships with various internal partners, vendors and project managers to better understand emerging trends that will impact advisor excellence.
• Supports the implementation of approved projects to ensure that business goals are met, knowledge is transferred to others and business risk is managed.

2. Workforce Optimization

• Supports the Senior Manager by managing assigned projects related to the implementation of new tools, processes, enhancements, and activities to improve customer service, selling effectiveness, advice effectiveness, capacity and customer satisfaction.
• Provides effective change management support to advisors by ensuring communications and training programs contain clear content and address obstacles/challenges experienced through the evolution of the Business Banking strategy.
• Coordinates feedback related to communication/training from front line sales, support staff, and external contacts including clients to identify best practices, drivers of business success and client satisfaction, barriers to effective service and advice, and sharing with management.
• Manages the inventory of Business Banking sales tools and resources, always ensuring their performance and availability supports the delivery of excellent customer experiences.

3. Customer Experience Research, Measurement and Reporting

• Consolidates and communicates cPulse results to senior management as a basis to drive continuous improvement in sales and service.
• Conducts evaluations, develops reporting metrics, assesses ROI and prepares reports that include recommendations for future systems and training enhancements.
• Manages test environments, such as pilots, by conducting reviews and analyzing employee and client reactions to changes in the customer experience or associated advice and service processes.
• Provides recommendations for national implementation based on testing results.
• Works directly with internal/external partners to develop and maintain resources for the different Business Banking related internal resources e.g. Intralink, RCfB
• Ensures Business Banking-related information published internally and externally (e.g. scotiabank.com, Viva Engage, RCfb) is current, relevant, and presented in a user-friendly format.

Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

Champions a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vision/values/business strategy and managing succession and development planning for the team.

Primary Manager: Senior Manager, Advisor Excellence

Direct Reports: None

Dimensions:

• Canadian Retail Business Banking
• Supporting customer facing Business Banking advisors ~ 750
• Working under the direction of the Senior Manager, Advisor Excellence, the incumbent is expected to function independently on a defined task, while ensuring management is kept informed and that problems and issues are escalated appropriately.
• High degree of interdependency with multiple stakeholders and subject matter experts.

Under the direction of the Senior Manager, must respond to immediate, ad hoc requests from management and senior management.

Education / Experience / Other Information

Educational Experience:

• Post-secondary degree in related discipline or equivalent experience.
  
  

Work Experience:

• 2 years relevant work experience in a Business Banking environment.
• Experience in learning and development would be an asset

Functional Competencies:

• Excellent understanding and knowledge of the Business Banking segment, including policies and processes, servicing model, sales force, and products.
• Thorough knowledge of Canadian Banking strategy and business objectives.
• Strong communication skills with a focus on writing and editorial competence
• Excellent understanding of the Bank’s informal/formal organization structure from both EO and field perspectives.
• Knowledge of project planning and tracking techniques.

Advanced knowledge of Microsoft Office Suite including spreadsheet functions and analytics

Work Experience: 

Work in a standard office-based environment; non-standard hours are a common occurrence

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.