Title:  Senior Manager, Process and Controls

Purpose

The Senior Manager, Insurance Process and Controls plays a critical role in driving operational excellence, strengthening risk management practices, and enhancing client and employee experiences through process optimization, automation, and governance.

Reporting to the Director, Insurance Projects & Solutions, the incumbent will lead continuous improvement initiatives across Insurance Canada operations while championing a culture of operational excellence, strong controls, and sustainable change. This role works closely with Operations, Risk, Compliance, Technology, Analytics, and business stakeholders to improve end-to-end insurance processes, reduce operational risk, and support strategic business objectives.

Is This Role Right for You?

In this role, you will:

Champion Client-Centric Process Excellence

• Lead and foster a client-focused culture that supports exceptional customer and employee experiences across Insurance Canada.
• Drive the adoption of automation and technology-enabled solutions that improve operational efficiency and service delivery.
• Identify opportunities to simplify processes, reduce operational friction, and create meaningful improvements across key insurance journeys.
• Leverage broader Bank relationships, systems, and knowledge to deliver enhanced customer outcomes.

Lead Operational Excellence & Continuous Improvement

• Develop and maintain a prioritized portfolio of process improvement initiatives aligned to business priorities, customer outcomes, risk mitigation, and measurable value creation.
• Lead process reviews, current-state assessments, root cause analysis, and future-state design across end-to-end insurance workflows.
• Establish standard work, governance routines, service-level measures, key performance indicators (KPIs), and key risk indicators (KRIs) to sustain improvements and drive accountability.
• Apply Lean methodologies, structured problem-solving techniques, and change management practices to deliver sustainable operational improvements.
• Facilitate cross-functional workshops and working sessions to support initiative prioritization, solution design, implementation, and benefits realization.

Strengthen Operational Risk Management & Controls

• Partner with Insurance Risk & Regulatory Management teams to ensure operational processes align with the Bank's risk appetite, regulatory obligations, and control framework.
• Lead and oversee operational activities and policy administration processes that support business objectives while maintaining compliance with insurance, legal, and regulatory requirements.
• Ensure risks, issues, dependencies, exceptions, and remediation activities are identified, documented, prioritized, escalated, and tracked to completion.
• Own process and control governance activities and ensure effective execution of the end-to-end control lifecycle.
• Collaborate with Business Controls and Issue Management teams to support control testing, issue remediation, and risk mitigation activities.
• Develop and maintain process maps and documentation across critical insurance customer and advisor journeys.
• Promote and reinforce Scotiabank's risk culture through effective governance and decision-making practices.

Enable Sustainable Change Through Analytics & Technology

• Define business, operational, risk, and control requirements for process optimization, automation, AI, reporting, and technology initiatives.
• Leverage operational data and analytics to establish performance baselines, identify opportunities, monitor adoption, and validate realized benefits.
• Partner with Technology and business stakeholders to ensure solutions address both operational needs and risk requirements.
• Lead stakeholder engagement, training, communications, and change adoption activities to support successful implementation of new processes and controls.
• Drive continuous improvement through the effective use of workflow, reporting, automation, and AI-enabled solutions.
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Do You Have the Skills That Will Enable You to Succeed?

We're looking for a results-driven leader with:

• 8+ years of progressive experience leading process improvement, operational excellence, business transformation, operational governance, risk management, or controls initiatives within financial services.
• Specialized experience within the insurance industry and strong knowledge of insurance operations and customer journeys.
• Demonstrated expertise in process mapping, business analysis, root cause analysis, performance measurement, and process redesign.
• Experience designing, implementing, and governing operational controls and risk management frameworks.
• Strong knowledge of Lean methodologies, continuous improvement principles, structured problem solving, and change management.
• Experience leading complex cross-functional initiatives from discovery and design through implementation, adoption, and benefits realization.
• Strong project management capabilities with experience operating in Agile, Waterfall, and hybrid delivery environments.
• Proven ability to influence and drive outcomes without direct authority across diverse stakeholder groups.
• Advanced analytical skills, including requirements gathering, process analysis, KPI development, benefits measurement, and solution validation.
• Strong written and verbal communication skills, with the ability to translate complex operational, risk, and technology concepts into clear business recommendations and actions.
• Familiarity with workflow, reporting, automation, and AI-enabled operational tools.
• Knowledge of Scotiabank systems and platforms, including KS, TLS, RLP, PEGA, branch channels, and digital platforms, is considered an asset.

What You'll Bring

• Strong knowledge of insurance products, policy administration, underwriting, claims management, customer service, complaints handling, and group insurance operations.
• Comprehensive understanding of insurance regulatory requirements and the evolving federal and provincial compliance landscape.
• Solid understanding of Bancassurance, Insurance Canada operations, and Scotiabank's broader business objectives and governance framework.
• Exceptional stakeholder management, facilitation, and influencing skills.
• A proven ability to manage multiple priorities and deliver results in a fast-paced, highly regulated environment.
• University degree in Business, Engineering, Operations, Risk Management, or a related discipline.
• An equivalent combination of education and relevant experience will also be considered.