Title:  Senior Manager, Operational Excellence

Requisition ID: 254208 

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

Purpose

The Senior Manager, Operational Excellence provides leadership to optimize operational processes and enhance efficiency, while ensuring compliance with policies and regulatory requirements. This role drives process standardization and continuous improvement initiatives that elevate client experience and align with regulatory and business objectives. A primary responsibility includes implementing governance and oversight for Standard Operating Procedures (SOPs), ensuring consistency and accuracy across all regions. The Senior Manager collaborates with cross-functional teams to identify operational challenges, implement best practices, and support the delivery of transformation projects that support organizational growth and resilience.

Key Job Accountabilities

1. Leadership & Operational Excellence
• Provide oversight of operational processes to ensure alignment with business objectives, regulatory standards, and client experience goals. 
• Champion enhancements across Scotiatrust operations to increase efficiency and mitigate risk.
• Share insights and potential resolutions on operational performance, emerging risks, and improvement opportunities with Director.

2. Forms, Letters and Standard Operating Procedures (SOP) Governance
• Design and implement a robust governance framework for forms, templates, letters, and SOPs, ensuring consistency, accuracy, bilingual compliance, and alignment with regulatory requirements.
• Oversee the creation, review, and approval of forms, templates, letters, and SOPs, incorporating stakeholder feedback and best practices. 
• Implement version control and audit mechanisms to safeguard document integrity and compliance.

3. Process Improvement & Transformation
• Identify and work with Director to prioritize process improvement opportunities through datadriven analysis, stakeholder engagement, and industry best practices.
• Lead cross-functional projects to implement operational enhancements and monitor postimplementation outcomes.
• Represent Scotiatrust’s interests in cross-functional projects, specifically those that have an impact on processes, forms, templates, and letters.  Ensure alignment with policies, processes and procedures (where applicable) and update or create supporting SOPs as needed.

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

5.  
• Proactively identify operational risks and propose / develop mitigation strategies to safeguard business continuity and client trust.
• Coordinate the Business Continuity Plan for Scotiatrust National Office and provide guidance for consistency across all regions and teams. 
• Support an environment in which this team pursues effective and efficient operations of this area, 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. 

6. Stakeholder Engagement & Communication
• Build and maintain strong relationships with internal partners, including Wealth Operations, Technology, and Compliance teams.
• Communicate operational changes, SOP updates, and process improvements effectively across all levels of the organization.
• Provide guidance and support to regional leaders to ensure consistent execution of operational standards.
• Respond to operational and technology inquiries from the field and identify training gaps, in partnership with Manager, Senior Managers and Director.  Escalate opportunities specific to SOPs, forms, templates and letters to Learning and Development.

7. Leadership & Team Development
• Mentor and develop team members to build operational expertise and foster a culture of continuous improvement.
• Promote collaboration and knowledge sharing across the organization to strengthen operational capabilities.
• Maintains a high-performance environment that supports a people strategy that attracts, retains, develops and motivates members of the team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.

Skills Experience and Functional Competencies

• Strategic and innovative thinker with a continuous improvement mindset. 
• Ability to manage complex projects and competing priorities in a dynamic environment. 
• Strong collaboration and relationship-building capabilities. 
• Commitment to operational excellence, compliance, and client experience.
• Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook) and process documentation tools such as Microsoft Visio or equivalent for workflow mapping and process design.
• Demonstrated ability to maintain exceptional attention to detail and accuracy 
• Strong written and verbal communication skills, with the ability to convey information clearly and professionally to diverse audiences through clear, professional, and empathetic interactions with the ability to influence and engage senior stakeholders.
• Highly adaptable to evolving processes, technologies, and organizational priorities.

Education / Experience

• Minimum 8+ years of progressive experience in operations, process improvement, or risk management within financial services. 
• Proven track record in developing and governing SOPs and leading large-scale operational initiatives. 
• Strong knowledge of regulatory requirements and operational risk frameworks. 
• Exceptional leadership, strategic thinking, and stakeholder management skills. 
• Strong analytical, problem-solving, and organizational skills with attention to detail. 

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.