Title:  Manager, SBN Workplace Operations (10-month Contract)

Requisition ID: 272552 

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

Purpose

The Manager is responsible for supporting the overall success of the Operations Model by working collaboratively and managing a team of Operations Leads, Guest Support, Ground Reception and Coordinators at the Scotiabank North Campus. The incumbent works with the Senior manager to ensure design, delivery and continuous improvement of the service experience as defined by the operating model. Ensuring specific individual goals, plans, initiatives are 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.

Accountabilities

Onsite & Virtual Support

• Provide on-site support for employees
• Supporting all aspects virtually through the mastery of multiple platforms: MS Teams, Workplace and Scotiabank Live, Visitor Management System
• Managing and reporting on floor capacity through the use of centralized tools – OfficeSpace

Coaching & Development

• Manages the Operations Team and focuses on operational excellence and service standards
• Ensures and promotes the development of team members through the use of various coaching and training techniques.
• Participates in the development of Operations Lead team near and long-term plans, goals, and objectives ensuring alignment with the ABWT and Operations vision and strategy.
• Monitor team performance and report on metrics

Leadership

• Leads and drives a customer focused culture throughout the team of Operational Leads to deepen client relationships and leverage broader Bank relationships, systems and knowledge:
• Manages the Operational Leads and ensures the support provided to the Business Partners and Executives is aligned to the Operational Model and the needs of the partners being serviced.
• Provides direct support to the Senior Manager, Operations for day-to-day execution of tasks.
• Monitors and analyzes workload of the Operation Leads and identifies opportunities across floors for creating capacity to assist with additional value-added work.
• Manages all end-to-end processes and is responsible for maintaining the service level standards
• Manages and resolves requests, concerns, issues, and complaints escalated by the Leads related to maintenance, supplies, mail, facilities, technology etc.,
• Monitors, tracks, and reports on service volumes and trends to the Senior Manager, recommends action as required.
• Builds stakeholder alignment across related teams to achieve results and support employees and meet operational objectives
• Manages the shared SSG Operations group email by responding quickly to all concerns and questions escalated by the Leads.

Employee Experience

• Applies in-depth understanding and experience of professional standards, operations, and customer service to direct support staff in the creation of guidelines to govern the campus.
• Understand, prioritize and articulate challenges and successes of the campus and residents; assist with solution development with Senior Manager where necessary.
• Applies judgement to identify, troubleshoot, functional and operational issues.
• Solves divers range of problems where analysis requires filtering multiple sources of information and identifying root cause for solutioning
• Oversee employee security access, locker and key database:
• Ensures up-to-date records of security access, keys and lockers are maintained. Ensures Leads provides timely support and assistance to employees with any security access, keys, lockers questions and requests.
• Promptly escalates any security issues or concerns to Security and manages the organization and input of information related to employee security access.
• Liaises regularly with building security and ensuring security access principles are adhered to.

Manages the OHS and Fire and Safety building requirements

• Ensures compliance to the OHS program is maintained across all Ecosystems
• Composes correspondence related to OHS and Fire and Safety
• Maintains information / data in databases, for all Ecosystems, related to First Aid Attendants, OHS Committee membership and Fire and Safety Teams.
• Ensures First Aid Attendants and Fire and Safety Teams are trained according to Bank standards.

Continuous Improvement

• Employs various data gathering techniques with accompanying analysis to better inform decisions surrounding processes and protocols
• Support the Operations Model and provide input to the Senior manager about opportunities for reinforcing change.
• Creates and maintains documented procedures and processes for the building.
• Embed continuous improvement approach. Actively works towards enhancing and developing process improvements and conducts ongoing evaluation of the existing processes and practices.

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 Scotiabank Code of Conduct.

Education / Experience / Other Information

• Undergraduate degree in Business Management, Operations
• 5 years relevant working experience in leading a team within the financial industry
   
• Thorough knowledge of people performance management techniques
• Working ability to manage several priorities simultaneously which will include the delegation of assignments and follow up with staff
• Working knowledge of Bank accounting controls, organization and structure
• Knowledge of Business Continuity Planning and Compliance Reporting
• Thorough knowledge of Microsoft Office Suite applications, Power BI, OfficeSpace and Visitor Management Software

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. 
• There can be stress resulting from tight deadlines and critical service obligations and requirements.
• The position is primarily non-physical with intermittent periods of walking, sitting or standing. 
• Intermittent periods of concentration are required while working on computers.
• Incumbents are required to move throughout the building as staff are located across multiple floors
• May be required to work from home on intermittent occasions.

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.