Title:  Senior Manager, Frontline Effectiveness

Requisition ID: 264961 

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

The Senior Manager, Frontline Effectiveness is responsible for leading strategies, processes, and support models that enable a consistent and seamless experience for frontline Wealth teams. This role provides service and operational support to Advisory teams and partners with business leaders, and cross-functional teams to identify improvement opportunities, implement scalable solutions, and strengthen the infrastructure that helps frontline teams deliver a consistent and client-focused experience. This role contributes to the overall success of Scotia Global Wealth Management by ensuring specific individual goals, plans, and initiatives are executed & delivered in support of the team’s business strategies and objectives, ensuring all activities conducted are compliant with governing regulations, internal policies, and procedures.

Is this role right for you? In this role you will:

• Lead initiatives that strengthen service delivery, operational support, and consistency for frontline Wealth teams
• Champion a client focused culture to deepen client relationships and leverage broader Wealth and Bank relationships, systems and knowledge
• Collaborate with Operational teams and support partners to identify added value support model structure and deliver consistent service delivery across support functions 
• Identify and implement continuous improvement opportunities to streamline end-to-end processes, enhancing client, advisory and employee experiences
• Develop strategic recommendations and target-state solutions by conducting research, analyzing data, challenging existing processes and models
• Analyze support processes, workflows, and performance data to identify service gaps, inefficiencies, and opportunities for improvement
• Develop and monitor key performance indicators (KPIs), service metrics, and reporting to measure effectiveness, responsiveness, and impact
• Influence change management efforts related to new processes, systems, and support models that affect frontline teams
• Collaborate with operations, technology, training, and other partner teams to ensure frontline teams receive effective and timely support
• Lead projects focused on service enablement, operational excellence, and improving the overall frontline support experience

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have:

• A University degree with a minimum of 5 years’ related experience
• In-depth knowledge of the wealth management business, operational processes, client journeys, and regulatory environment
• The ability to challenge the status quo and develop innovative solutions
• A solid understanding of strategic and operational aspects of wealth management and inter-related business line partners including policies, procedures, operational processes, systems, and technology
• The ability to manage many concurrent high priority activities and requests and are highly organized 
• Experience mobilizing and leading strategic initiatives is an asset
• Strong co-ordination, strategic influencing, and people management skills, to facilitate strong teamwork and co-ordinated execution of multiple deliverables 
• Strong leadership, influencing, and relationship-management skills, with a proven ability to engage and lead large, cross-functional working teams effectively 
• Exceptional problem-solving and analytical skills, with demonstrated ability to discern patterns and insights from research and data and focus on critical business issues.
• Excellent verbal and written communication skills, including developing effective presentations 
• Proficient PC skills, including Word, PowerPoint, Excel, Visio

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.