Title:  Manager, Relationship Management

Requisition ID: 252375 

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

The Role

Contributes to the overall success of Commercial & Business Banking Operations (CBBO) 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 CBBO Relationship Management is responsible for developing and maintaining a business relationship for assigned groups of partners within Scotiabank in a way that promotes the CBBOs success and enhances the client experience.  The incumbent will work closely with business partners and CBBO leaders to understand initiatives and activities within each of these respective areas to keep each group informed and prepared.  As the primary contact for complex and significant transactions will act as coordinator to ensure a smooth transaction flow and enhanced client experience.  The incumbent is the central point of contact for issues and escalations from business partners who will, through strong communication and problem-solving skills, analyze/diagnose the issue presented, network within the CBBO to get the most timely and accurate cause and resolution, effectively communicate to the appropriate parties and ensure corrective action has been put in place so recurrence is unlikely.  The incumbent is required to have a sound knowledge of CBBO processes, procedures, and requirements, as well as strong relationship management and people skills.  They will be expected to maintain a thorough and detailed understanding of upcoming planned changes and enhancements CBBO and business partners.  The incumbent will also have a good understanding of change management methodologies and theories to execute and promote change in the CBBO and for business partners.

In this role, you will:

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

• Maintain strong and productive relationships with designated business partners: 
  • Participate in business meetings with business partners and CBBO leadership
  • Participate in client calls with business partners to ensure a favourable client experience
  • Maintain strong and detailed understanding of how the business partner operates and their mission/vision
  • Maintain full understanding of the priorities of assigned business partners
  • Communicate effectively and regularly with assigned business partners on the priorities, major initiatives, and issues of the CBBO
  • Articulate effectively and regularly to assigned business partners how the CBBO supports their area and works with them to achieve an optimum client experience
  • Maintain strong knowledge of relationship management techniques and methodologies

• Effective and timely resolution of issues and escalations from designated business partners and management of significant transactions: 
  • Ensure strong relationship maintained with assigned business partners so that they remain confident that issues/challenges reported are effectively and timely resolved
  • Ensure a proactive approach with significant transactions acting as a liaison to ensure heightened communication and an exceptional client experience
  • Analyze issues/escalations presented to determine how it will best be investigated and managed while adhering to established policies and regulations
  • Identify appropriate staff within CBBO to assist in investigation or resolution of matter and track progress
  • Ensure ongoing communication with business partner regarding progress when immediate resolution is not possible
  • Ensure each issue has been analyzed for cause and resolution and where appropriate documented and escalated within CBBO to ensure there is no recurrence
  • Identify systemic issues and ensure matter is documented and presented to CBBO leadership and/or business partners

• Maintain knowledge of CBBO processes, procedures, requirements, and major change initiatives:
  • Ensure thorough understanding of all changes introduced within the CBBO big or small
  • Maintain a schedule of touchbases with key members of the CBBO team
  • Maintain a regular schedule in order to participate in individual department huddles to ensure full coverage of the CBBO
  • Where appropriate document and escalate problems appropriately for further resolution where business partner issues/escalation identified a gap in the business process and/or procedure

• Ensure the Bank’s risk profile is mitigated by:
  • Escalating exception conditions to the appropriate authority in an accurate and timely manner;
  • Ensuring timely and meaningful data is provided to applicable business partners and CBBO management ensuring as much information as possible is readily and easily available, thereby facilitating the decision-making process;
  • Being responsible to maintain integrity of client and financial records, ensuring operations conform to established Bank policies and procedures.
  • Consistently comply with established Anti Money Laundering, Anti-Terrorist, Privacy, Guidelines for Business Conduct, Internet Guidelines and Know Your Customer policies

• Maintain ongoing program of self-development to enhance behavioral and functional knowledge by:
  • Establishing a schedule to obtain reliable and regular 360 feedback from peers, supervisors and business partners
  • Participating in E2E and internal CBBO huddles
  • Establishing a development plan that includes focus on relationship management, change management, communication and problem-solving skills so as to continue to develop and enhance these key capabilities
  • Ensuring good understanding and timely completion of training for CASL, Anti Money Laundering, Anti-Terrorist, Privacy, Guidelines for Business Conduct, Internet Guidelines and Know Your Customer policies

• 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 their respective areas in accordance with Scotia Bond, 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. 

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

• Business degree or working experience equivalent
• Managerial experience
• Strong relationship management skills
• Strong communication skills with sound interpersonal skills and a demonstrated ability resolve escalated issues effectively to reduce business impact
• Strong problem-solving skills
• Strong organization skills
• Effective team skills to foster development of others
• Experience in an operational or support function

What's in it for you:

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.  
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs.

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.