Title:  Program Manager, Client Onboarding and Authentication

Requisition ID: 230097

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

Purpose

The Client Onboarding and Authentication Program Manager plays a pivotal role in shaping the strategic direction and execution of secure, seamless, and scalable client access experiences. This role is responsible for driving initiatives that enhance how clients join and interact with our digital ecosystem, ensuring alignment with regulatory standards, risk frameworks, and evolving customer expectations. By leading cross-functional programs and leveraging data-driven insights, the Client Onboarding and Authentication Manager will help deliver innovative identity and authentication solutions that build trust, reduce friction, and support long-term business growth.

Accountabilities

Program Strategy & Road mapping

• Define and maintain the strategic roadmap for onboarding and authentication capabilities, aligned with
  enterprise goals, regulatory requirements, and client experience standards.
• Identify emerging trends in digital identity and access management to inform long-term planning and
  innovation.

Program Execution & Delivery

• Lead the end-to-end delivery of complex, cross-functional programs, ensuring milestones, budgets, and KPIs
  are met.
• Oversee the implementation of new authentication methods (e.g., biometrics, risk-based authentication) and
  the updating of legacy platforms (e.g., KBA).

Stakeholder & Governance Management

• Act as the primary liaison between Strategy, Product, Engineering, Risk, Compliance, and Operations teams.
• Facilitate governance forums, working groups, and executive updates to ensure alignment and transparency.

Client Experience Optimization

• Champion a client-first approach by integrating usability, accessibility, and security into onboarding and
  authentication flows.
• Use data and feedback to continuously improve client journeys and reduce friction points.

Risk & Compliance Alignment

• Ensure all initiatives comply with internal policies, regulatory standards (e.g., KYC, AML), and industry best
  practices.
• Support model validation and risk assessments for authentication-related decisioning systems.

Vendor & Technology Integration

• Manage relationships with third-party vendors and partners, ensuring timely delivery, integration, and
  performance of identity solutions.
• Collaborate with architecture and engineering teams to ensure scalable and secure implementation.

Change Management & Communication

• Develop and execute change management plans, including internal training, client communications, and
  support readiness.
• Communicate program status, risks, and outcomes to senior leadership and key stakeholders.

Operational Oversight

• Ensure audit readiness and maintain governance documentation to support compliance with internal and
  external regulatory requirements.
• Lead regular reviews of operational dashboards to monitor key metrics, identify trends, and drive continuous
  improvement.
• Manage intake and prioritization of initiatives through backlog oversight and strategic alignment processes.
• Collaborate with cross-functional teams to monitor risk indicators, including fraud trends, and implement
  proactive mitigation strategies.

Education / Experience / Other Information

• Bachelor’s degree in business administration or a related discipline.
• 5+ years of experience in program management, preferably in digital banking or client focused
teams
• Strong understanding of digital platforms, technology, and project/program management.
• Ability to leverage data analytics expertise to generate actionable insights and develop compelling
visual summaries that drive data-informed decision-making.
• Ability to craft and present executive-level communications that distill complex data into clear,
strategic insights to support high-impact business decisions.
• Proven ability to lead cross-functional teams and manage complex programs.
• Excellent verbal and written skills with the ability to effectively communicate with business partners
at all levels of the Bank.
• Excellent problem solving, critical thinking, and negotiating skills.
• Expert knowledge of Microsoft PowerPoint, Excel, Word, and Visio (preferred).

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.