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Title:  Senior Manager, NS Problem Management




Requisition ID: 151042

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




Leads and oversees Problem Management (ITIL-based) process in Canada, for AML services, ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures. Represents AML on various matrixed councils. Provides leadership to deliver business objectives. Works closely with stakeholders to ensure Incidents and downstream problems are addressed per SLA, and come to timely closure.



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

•    ITIL Foundation certification and senior level experience required to ensure major incidents are resolved within SLA/OLA and problem management activities are complete to eliminate the problem fully, avoiding future incidents.

•    Defines processes, in collaboration with others, and enables through such tools as PPM, Microsoft Suite, and ITSM (i.e. ServiceNow)

•    Active Facilitation and Participation in regular meetings with stakeholders, including senior management

•    Providing a focus on operational excellence, that is service / customer oriented.

•    Manage matrixed technical teams effectively

•    Has considerable business impact through in-depth evaluation of complex business processes, system processes and industry standards.

•    Build and facilitate consulting level presentations

•    Build & manage strong stakeholder relationship at the executive level.

•    Provide leadership, ensuring operational effectiveness, minimizing unplanned downtime

•    Strong business acumen, with niche capability to articulate business problems, develop consensus on options and present recommendations at senior management levels

•    Develops & nurtures to excellent stakeholder satisfaction

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

•    Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the 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, AML/ATF/sanctions and conduct risk. 

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

•    This is a high-level review of the types of work performed. Other job-related duties may be assigned as required


Education / Experience


•    ITIL Foundation certification with in depth practical experience
•    Bachelors/University degree, MBA nice to have
•    Expert knowledge of operations methodologies and best practices
•    Multi-cultural and x-region experience
•    Excellent problem solving skills, demonstrating leadership to timely resolution
•    Proven ability to build and facilitate consulting level presentations
•    Ability to build & manage strong stakeholder relationship at the executive level.
•    Excellent influence, negotiation, and collaboration skills.
•    Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
•    Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.




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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