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Title:  Senior Manager, Client & Advisor Experience




Requisition ID: 173823

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


Senior Manager, Client & Advisor Experience, SWM Modernization




Scotia Wealth Management Modernization’s mandate is to drive process and system enhancements to make it easy for our clients to do business with us and eliminate “toil” from client facing teams in the field. As well we are looking to enshrine a modernization culture across the business and our key partners in Operations, Technology, Compliance and Legal.


The Senior Manager plays a pivotal role in ensuring the voice of the client and advisor is paramount when defining proposed solutions for all initiatives. As well, the incumbent will be responsible for developing and managing both formal and informal networks of field users for ongoing communication and feedback. The incumbent will report directly to the Vice President, Scotia Wealth Management Modernization.




  • Embeds themselves within the key technology labs to support the Delivery Teams in designing solutions with consideration of the client and field experience


  • Participates in broader strategic application development initiatives (i.e. onboarding, advisor desktop, SOL/Mobile) to ensure the client/field experience is at the centre of our platform of the future


  • Supports the GWM Operations and SWM Journeys teams in redesigning existing processes to eliminate toil from the field while maintaining regulatory compliance


  • Creates and manages formal and informal ongoing feedback mechanisms between the Modernization Office and the field


  • Works closely with Scotia Wealth Management’s Practice Management team to ensure efforts to drive cultural changes as part of the modernization program are aligned with broader change management efforts.


  • Leads the design and delivery of a multi-layered communications strategy to highlight the work of the SWM Modernization Office to the field, management teams, other business groups and leadership


  • Participates on modernization program governance committees to ensure modernization principles are being adopted on delivery teams and within the field; works with delivery teams as needed to ensure users are being appropriately engaged throughout initiative delivery


  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.


  • Understands how the Bank’s risk appetite framework and risk culture should be considered in day-to-day activities and decisions.


  • Pursues effective and efficient operations of your respective areas in accordance with the Bank’s values, Code of Conduct and 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 and AML/ATF/sanctions and conduct risk. 


Education / Experience


  • University degree with minimum 5 years related experience
  • Strong knowledge of SWM businesses, operational processes and system applications
  • Strong interpersonal skills to engage and influence partners across Technology, Operations and the Business
  • Strong knowledge of change management practices and approaches to drive cultural change
  • Advanced written and oral communications design and delivery capabilities
  • Highly organized and able to handle a large number of concurrent high priority activities and requests
  • Experience in participating in multiple projects in a fast-paced environment
  • Proven judgement as problems can be complex and without precedent
  • Solid understanding of strategic and operational aspects of GWM and inter-related business line partners (i.e. policies, procedures, operational processes, systems and technology etc.)


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.

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