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Title:  Manager, Continuous Improvement - Toronto, ON




Requisition ID: 68097


Join the Global Community of Scotiabankers to help customers become better off.




Contributes to the overall success of Canada Collections by ensuring specific individual goals, plans, 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, Continuous Improvement is responsible for the ongoing management of process improvement opportunities. This includes identifying and nominating projects, gathering and analyzing information, developing and communicating recommendations, and the flawless implementation of projects.


Identified projects will be new/enhanced business initiatives designed to increase operational and service level efficiencies, as well as improve key KPIs, while safeguarding quality and mitigating potential risk to the Bank.


The Manager is also responsible for executing a Change Management Plan by applying a structured change management methodology/approach to support various business initiatives that require simultaneous changes to organizational culture, people, process and technology, across multiple stakeholder groups (geographies, functions, and business units).




  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Drives measurable process and performance improvement by:
    • Analyzing data to identify trends, interdependencies among variables and be able to support defining project scope, developing action plans and gaining agreement to solutions from all stakeholders;
    • Effectively executing a set of actionable and targeted change management plans to ensure adoption, education and increased organizational capability (stakeholder analysis and employee engagement plan)
    • Effectively sharing change methodology and tools and transferring organizational knowledge to leaders
    • Supporting the execution of plans by people leaders as they direct their teams through transitions.
    • Coordinating and pilot/proof of concept, as applicable, as well as ensuring UAT is completed satisfactorily, as applicable


  • Collaborates with project team members to implement, support and sustain change initiatives:
    • Conducts readiness and capability assessments to assess resistance and performance gaps and work with change leaders in developing appropriate action plans with the support of the Senior Manager
    • Executes the Change Management framework targets and key performance indicators to track adoption, and sustainability of change initiatives including reinforcement mechanisms and celebrations of success
    • Coordinating and monitoring the implementation of end- to- end process design, documenting current and potential future states to improve overall effectiveness for Canadian Banking;
    • Actively participating in the coordination of project planning, resourcing, staffing, progress reporting, troubleshooting and people management activities
    • Preparing and/or reviewing communication material, including presentation decks, training material, News Items and Job Aids, ensuring content is applicable to target audiences and aligns with overall program objectives.


  • Works independently or with cross functional teams by:
    • Conducting needs analysis to streamline processes or ineffective procedures and replace with a more efficient processes or procedures
    • Investigating recommended changes, preparing workflows/procedures to ensure new functions are integrated into operational environment
    • Ensuring proper determination of workflow effort differences between existing and recommended;
    • Identifying areas for improvement, assessing cost efficiency and risk
    • Ensuring proposed solutions fit platforms, security standards and develop new standards as needed
    • Evaluating initiatives of other departments to assess their impact on the operations and plan, and take appropriate action
    • Establishing milestones, assessing work effort and managing work breakdown structure
    • Monitoring project milestones and deliverables
    • Preparing project status reports utilizing project templates by collecting, analyzing, and summarizing information and trends and coordinating project reports production from project team members as per required documentation
    • Ensuring all deliverables are completed within negotiated timeframes, monitored against budget and within established department guidelines and protocols, escalating as necessary


  • Develops and maintains strategic relationships by:
    • Establishing, building and maintaining relationships with key stakeholders and departments within Canadian Banking and other areas of the Bank
    • Collaborating on project deliverables while ensuring adherence to quality standards
    • Working with a diverse working group, with varying expertise and job levels; and building good working relations with vendors and technology partners, as applicable
  • Understand 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.


Education/ Work Experience Required:


Bachelor’s degree in business or related discipline with a minimum of 2 years hands on experience in the role of a change management practitioner, preferably in a consulting, or a matrix organization where multiple complex groupings of stakeholders must be managed simultaneously. In addition,

  • Experience executing projects that are complex change initiatives impacting one or more elements of people, process and technology simultaneously
  • Proven experience in successfully implementing change through best practice change methodologies
  • Demonstrated leadership and ability to work autonomously or collaboratively
  • Expert communication skills level: written, oral and presentation skills to deliver presentations/communication materials to a variety of audiences
  • Highly developed interpersonal communication style; self-starter with the ability to balance multiple projects and priorities and work with others towards a common vision.
  • Ability to forge and maintain strategic relationship, build consensus and negotiate the needs of diverse groups internally, externally and with cross-functional teams
  • Excellent active listening skills; ability to empathize with people going through a period of change
  • Proven ability to deal with multiple projects and demands including strong decision-making abilities.
  • Thorough knowledge of the systems and applications that support the Unit’s processes


Working Conditions:


Working in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically




Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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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