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Manager eHOME Mortgage Lab

Date: Aug 13, 2019

Location: Toronto, ON, CA

Company: Scotiabank




Requisition ID: 68454


Join the Global Community of Scotiabankers to help customers become better off.




Contributes to the overall success of the eHOME channel, Real Estate Secured Lending in Canada 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.


Key Accountabilities


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


  • Responsible for defining a product’s release and iteration backlog based on product’s overall vision and input from RESL Project Leads, SMEs, stakeholders, end users and the agile team:
    • Understand and articulate the product’s vision, including its objectives, value proposition, and key risks associated with opportunities/ideas.
    • Collaborate with Project Leads/SMEs to assess how features will impact the end-user and how to effectively manage them.
    • Develop product roadmap and high-level backlog, further decomposed into releases which deliver significant value to the end user.
    • Prioritize (and continuously reprioritize) delivery based on the calculated benefits/value of identified features/epics.
    • Along with the RESL Project Lead, act as primary reviewer and approver of finished development work during iteration demos/reviews based on established acceptance criteria.


  •  Responsible for leading all interactions with eHOME customers, HFLMs and the Contact Centre through the following activities:
    •  Support ongoing change management by providing subject matter expertise and content for internal and external communications related to the changes in eHOME updates.
    • Conduct field observations, HFLM/Contact Centre debriefs and follow-ups while keeping abreast of the evolving needs of our customers.
    • Manage customer inquiries and conduct follow-up satisfaction surveys as it relates to the eHOME experience.
    • Collaborate with key stakeholders to develop and execute robust communication and training plans, actively soliciting feedback and coordinates with internal and external project stakeholders.


  • Responsible for creating a business development strategy as it relates to eHOME usage and migration of customers to our digital self-serve channels.  Activities will include, but are not limited to, Real Estate Agents, technology vendors, online mortgage providers and website developers. 


  • Actively collaborate and engage with the agile team:
    • Regularly attend planning sessions, stand-ups, retrospectives, iteration reviews and other team meetings in order to verify that the output of the team is consistently delivering business value and aligned with the agreed upon commitments.
    • Shield the team from interruptions and outside interference by acting as a conduit between the business and the team.
    • Lead the development of user stories and supporting documentation with applicable acceptance criteria:
    • Decompose larger objectives or journeys (“epic”) into features and user stories that can be understood and committed to by members of the team.
    • Participate in iteration planning discussions to reduce ambiguity around the user stories and ensure clarity, optimize functionality and define features that align with product vision.
    • Support the team by being available to provide definitions required to complete detailed user stories, whether through face-to-face meetings or suitable light-weight documentation.
    • Advocate for the highest attainable levels of quality and for approaches that will minimize the impact of technical debt on the product and organization.
    • Utilize RESL Project Leads/SMEs – including team members – to assist in the validation of epics and user stories as well as other activities such as user experience testing.
    • Collaborate with RESL Management and Project Leads to prioritize the backlog to ensure highest value features/epics are developed first and that all stories are aligned with and traceable to the product vision.


  • The Manager, eHOME is empowered by the business to make decisions about the product’s direction:
    • Define features, themes and epics in suitable levels of detail and prioritize them based on their respective business value.
    • Review the output of the agile team at the end of every iteration, and before the product is released into the market, to ensure that it meets expectations.
    • Contribute to discussions on solutions and execute assigned priorities with consideration and awareness of potential impact on other initiatives (the organization’s overall Product / Portfolio Backlog).


  • 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 Guidelines for Business Conduct.


  • Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.


Education and Other Requirements



  • Bachelor’s Degree in business, finance, economics or other relevant field
  • Masters / MBA considered an asset


  • 3 to 5 years of progressive work experience in new mortgage product development
  • Prior experience in a project environment and familiar with project life cycle management
  • Experience working in an agile environment is considered an asset


Functional Skills

  • Ability to execute highly complex or specialized projects; adapts precedent and may make significant departures from traditional approaches to develop solutions
  • Demonstrated ability to manage stakeholder relationships, work with diverse business interests to create consensus and confidence
  • Ability to prioritize based on calculated business value, using a customercentric view that can be explained and justified by economic calculations


Agile Traits

  • Is a true team player who values the perspectives and opinions of others while leading with humility and confidence
  • Takes accountability for results and exhibits a “can do attitude”
  • Able to work in a flattened team, using reason and persuasion rather than authority to drive effectiveness
  • Demonstrates a high level of emotional intelligence (selfawareness, self-regulation, empathy, motivation, and social skills)
  • Has an appetite to continuously evolve and improve, to tackle difficult problems and seek/give constant constructive feedback
  • Embraces change and sees it as an essential driver to solve complex issues
  • Demonstrates flexibility and is able to move forward without having all of the answers
  • Consistently seeks to understand, meet and deliver on customers’ expectations



  • Excellent oral and written communication skills and proven ability to influence management and teams
  • Act as a role model in representing the business and the “voice” of the customer
  • Has a consistent track record of building productive relationships with actors from across several different groups within an organization
  • An acute attention to detail while demonstrating the ability to thrive in high pressure/deadline driven situations
  • The ideal candidate must be capable of demonstrating critical thinking skills and creative problem solving
  • Flexible and open, able to work in a highly collaborative and continually changing business environment
  • Maintains current knowledge of industry trends as well as a passion for continued learning and acquisition of new skills



Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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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