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Title:  Manager, Process Monitoring & Control




Requisition ID: 188606

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


Scotiabank is on an exciting journey to expand its customer loyalty program and deliver more value to customers.  This role will lead flawless execution of offer campaigns, manage customer escalations relating to loyalty points, and drive strategic initiatives with various business partners to improve operating efficiencies and support the evolution of Scene+ program.


Is this role right for you? In this role, you will:

•    Lead and drive a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge

•    Process Analysis: Lead cross-functional teams to create, review and update Scene+ loyalty processes including point issuance / redemption flow, customer escalation resolution, data / technology operations, and partner relationships. Conduct in-depth analysis to identify gaps and improve efficiencies across the program

•    Process Design: Own the Scene+ loyalty Standard Operating Procedures (SOPs) handbook to document existing and design future-state processes and controls. Presents to senior leadership team, audit team and external partners as required

•    Quality Assurance: Implement mechanisms to monitor and evaluate the effectiveness of optimized processes. Conduct regular self-assessment and Internal Controls to ensure compliance and identify areas for further improvement

•    Continuous Improvement: Lead the identification and implementation of process improvement initiatives within loyalty operations. Work closely with teams to streamline processes, reduce redundancies, and enhance operational effectiveness

•    Data-Driven Insights and Reporting: Analyze Scene+ program data and metrics including point activities, member portfolio, issue resolution, technical rejects, etc. to identify KPIs, trends, bottlenecks, and areas for optimization. Prepare executive dashboards to share the key summary and actionable insights to the leadership team

•    Cross-Functional Collaboration: Partner with various teams, including internal partners (BNS Finance, technology, products, analytics, etc.) and external partners (Scene, Cineplex, and other redemption vendors) to ensure alignment of loyalty program processes and resolve conflicts to align with overall business objectives

•    Create an environment in which the team pursues effective and efficient operations of the 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

•    Build 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 vison/values/business strategy; and, managing succession and development planning for the team

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

•    Bachelor’s degree in Accounting, Finance or a related field; CPA/CFA certification is preferred
•    3+ years of progressive experience in process mapping, business process improvement or operations management
•    Familiarity with process automation and solutions for operational improvement
•    Experience in loyalty program management or a related field is an asset
•    Experience or knowledge of loyalty program financial structure is a plus
•    Excellent analytical skills, attention to detail and problem-solving abilities
•    Effective communication and interpersonal skills to collaborate with cross-functional teams and present financial information clearly
•    Vendor Management – manage relationship with external vendors
•    Competencies: Strategic thinking, Communication, Results-orientation, Leadership, Process 
•    Advanced skills in Microsoft Excel, PowerPoint. SQL / Excel VBA is a plus 



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.

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