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Title:  Manager, Workflow

 

Requisition ID: 16808

Branch / Department: Digital Product - Canada

Transit Number: 82636

 

The Digital Factory is an innovation hub with a clear and well-supported mandate to transform the way banking technology is delivered, by re-imaging the customer experience, to deliver new digital value propositions. We have the support and experience of one of the world’s largest banks behind us and a talented, and growing, team of industry leaders driving us forward.
Do you want to help us reinvent how people bank? At the Scotiabank Digital Factory, we are passionate about transforming the customer experience.

We’re looking to fill our team with influencers, makers, creators and leaders who are flexible, curious, adventurous, versatile and responsive; and who are ready to roll up their sleeves in a collaborative and productive environment to get things done.

By joining our team, you will make an impact on our customers, the banking industry, and ultimately, the world.


Purpose of Job:
The Workflow Manager role, reporting to the Senior Manager Content & Design takes on a leadership role within the Digital Product Team responsible for coordinating and prioritizing content  update requests, as well as loading/configuring all authenticated digital interactions campaigns and customer communications within the Content Management System (CMS).

This role works very closely with the Designers and Campaign Managers to accurately configure campaign rules with customer segmentation, creative, product and geographical targeting, as well as campaign specifics such as start/end dates. This role supports Digital Sales, Digital Engagement and Adoption, and any scrum team requiring Digital Channels advertising.

In this role, the Workflow Manager is the subject matter expert on the CMS and ensures that global best practices are incorporated consistently throughout all digital campaigns. The use and maintenance of all CMS related user guides and learning materials are maintained in conjunction with the Senior Manager and Campaign Managers.
 
This role requires a strong attention to detail in order that customer facing messaging and communications are consistently flawless, accurate and that targeting requirements fully represent the needs of the campaign. 

 

Reporting Relationships & Contacts:
Reports To: Senior Manager, Content & Design
Direct Reports: None
Internal Contacts: Digital Sales Campaign Managers, Engagement and Adoption Campaign Managers, Designers, Reporting and Analytics, IT&S, Project and Scrum Teams.

Specific Accountabilities:


1. Digital Channel Workflow - responsible for configuring in the CMS all campaign rules pertaining to Digital advertising and customer communications within the Digital Channels (Mobile Banking, Scotia Online, ABM), specifically,
a. Targeted Campaigns – creating campaign rules that represent accurate campaign specifics (start/end date, asset location – container, and creative – fragments), and include proper segmentation details such as the target files.
b. Mass Campaigns – creating campaign rules that represent accurate campaign specifics (start/end date, asset location – container, and creative – fragments), and that each rule contains proper segmentation details such as geographical targeting, product/sub-product, inclusions and exclusions.
c. ABM Attract Screens – working with the ABM team to identify monthly campaigns, create campaign rules, and ensure targeting criteria (ABM IDs and locations) are properly selected. The Workflow Manager is also responsible for ensuring that the ABM designer, Approver, and Publisher complete their tasks on time in preparation for deployment.
2. Coordinating Content Updates – responsible for managing, prioritizing and distributing intake requests from business partners.
a. Actively monitoring intake channels for new requests
b. Working with Campaign Managers to prioritize requests – understanding full scope of projects, timelines and business objectives, and ensuring priorities are accurately weighed against items in the backlog.
c. Setting up project listings within the online project management tool, and engaging team members for execution.
3. Validating content updates at two pre-established points in the project lifecycle; a) During user testing; b) immediately following the upload to production
a. Providing the designer with feedback on errors and issues identified in testing.
4. Supporting the Campaign Managers and the Designers, this role is engaged in all CMS related Workflow for the Digital Engagement and Adoption team, the Digital Sales team, and any special projects that include a Digital Channels advertising component.
5. Operational Efficiency – Provide recommendations for the improvement of the workflow role, including processes that could add value and efficiency to the campaign managers and designers.
a. Use of tools and documentation to better streamline process.
6. Agile Methodology – Participates in agile squads/sprints as a CMS Subject Matter Expert to assist the teams plan sprints accordingly to existing CMS capabilities, as well as any future enhancements. 
7. Creates and maintains all documentation related to proper use of the CMS including user guides, outages, and any learning material needed for new hires.
a. Ensures documentation remains up to date and accurate.
8. Maintains a complete and well organized archive of past campaign, including the requests made through email and Workfront (campaign intake tool).
9. Assists the designers and campaign managers troubleshoot potential errors that may arise with the campaigns.
10. Participates in release activities as needed.

 

Working Conditions
Standard office environment. Mental Stress: Moderate pressure due to campaign volume, need to manage potential conflicting priorities, coordination of multiple initiatives with tight deadlines. Frequent need to give close attention to concentrated reading, may require long hours at a personal computer. Standard working hours with some non-standard as needed to meet critical deadlines.

 Education/Work Experience/Designations
• University degree in Marketing and Communications preferred.
• Experience using Content Management Systems (CMS).
• Strong attention to detail.
• Excellent writing and interpersonal skills.
• Knowledge of digital technologies such as HTML, CSS, Javascript.
• Strong analytical skills.
• Experience in marketing, advertising and customer communications an asset.
• Experience in copywriting an asset.

 

 

Location(s):  Canada : Ontario : Toronto 

As Canada’s international bank, we are a leader when it comes to inclusion. Scotiabankers hail from over 120 countries, speak more than 100 languages and serve over 23 million customers globally. As a highly diverse company, we know that an inclusive environment for employees and customers helps everyone achieve their best. 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 a positive recruitment experience.


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