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Title:  Manager, Customer Success, Tech & Innovation Banking - Toronto (Commercial)



Requisition ID: 72302

Roynat Capital, a wholly owned subsidiary of Scotiabank, is a national lender and investor with expertise in providing innovative long-term capital solutions for mid-sized companies utilizing senior term, subordinated debt, as well as mezzanine capital and common share equity. We provide tailored solutions to clients for acquisitions, business expansions, wealth monetization, and working capital enhancement. With a national presence in Canada in major markets, Roynat assists growth-oriented companies in reaching their goals across a wide range of industries.


The Manager, Customer Success contributes to the overall success of the Technology & Innovation Banking (TIB) team through delivering exceptional customer service and advice to TIB team’s portfolio of commercial clients. The successful candidate will ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Working in partnership with TIB’s Venture’s team, the Manager, Customer Success is a critical clientfacing resource for TIB’s clients, which range from seed stage companies to mature companies operating in technology and innovation segments. Through active needs discovery and solution development, the Manager, Customer Success will provide clients with advice for their day to day banking operations.


• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Working closely with Principals on the Ventures team, the Manager, Customer Success is responsible for providing the following services to a portfolio of existing and prospective clients:
o Onboarding: Supporting the collection of information directly from clients and from various sources necessary to assess the client’s risk profile in order to ensure the Bank meets its regulatory requirements related to KYC, AML, etc. This includes contacting clients, sourcing internal/external sources/web sites, documenting information in Know Your Client documentation in various formats such as the Client Profile Information documents and responding to various internal Compliance groups.
o Sales Solutions and Advice: with Principals and Commercial Banking partners, deliver best sales solution based on strong knowledge of client’s operational requirements (primarily cash management and deposit solutions).
o Client servicing escalations: Help resolve service related matters raised by the client directly to the Principals. This responsibility does not replace the servicing provided through the Business Service Center and is typically credit in nature or day to day servicing.
o Fulfilment: Coordinating efforts with the client and various internal partners (eg. BSC, EDDU, CRA, GBM) to ensure loan funding and business account openings are fulfilled as per customer expectations.
o Drive Customer Engagement: participate in proactive, ongoing contact programs to develop strong relationships with clients through staying in touch, providing value-added service, and meaningful advice.

• Provide status information on the progress of various fulfilment, KYC, AML onboarding and service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.

• Look for opportunities to make suggestions to continually improve processes and client satisfaction metrics. This may include actioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse.

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

• Mange a team of customer success associates, providing timely performance feedback and developing the skills of the team through coaching and guidance.

• Actively pursues effective and efficient operations of his/her 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.

• Champions a high performance environment and contributes to an inclusive work environment.

Education / Experience / Other Information

•College/University degree or equivalent work experience.
•Commitment to participate in other training requirements as determined by the Bank from time
to time.

Functional Knowledge

• Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner.
• Strong organizational skills to co-ordinate and prioritize a number of concurrent requests from different Principals.
• Strong interpersonal skills to obtain agreements within Commercial Banking and partners.
• Strong written and verbal skills with proven ability to engage stakeholders and clients.
• Strong knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes.
• Good knowledge of fulfilment processes and roles of partners
• Good knowledge of Commercial Banking partners and their involvement in servicing clients. In particular knowledge of the Business Service Center, Enhanced Due Diligence Team and Cash Management teams is important.

• Good knowledge of the Commercial Banking Distribution structure as well as role of other groups within Commercial Banking (Roynat, Real Estate, Leasing etc).
• Thorough knowledge of the applicable software and technology platforms for Commercial (e.g., Sales Force, Intralink, Lotus Notes).
• Working knowledge of the features and benefits of Commercial products and services.
• Good knowledge of Microsoft Office applications.
• A high degree of flexibility to adapt to a wide variety of tasks.
• Strong commitment to accuracy, customer focus and results focus.

Location(s): Canada : Ontario : Toronto

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. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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