Title:  Senior Manager - Channels Technology, Global Collections

Requisition ID: 238128

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

Global Collections Technology provides solutions and support to the retail Collections business operations in Canada, LATAM and Caribbean countries. We support mission critical applications and technology processes across the global landscape of the bank to help our business partners provide customer service excellence with regards to the collection of delinquent payments.

Leads the design, development and support of Collections technology applications that underpin the telephony and digital channels used to communicate with Scotiabank clients, as well as the integration of those technologies with existing or new applications/services.

Accountable for the architectural, security and compliance deliverables for Collections Channels Technology, and provides technical consultation and direction for the development of broader Collections Technology solutions.

Examples of technologies in scope:

Outbound telephony dialer (Global Dialer, Avaya POM, Genesys Cloud)

Digital Messaging (WhatsApp/SMS/Email)

Application Integrations (APIs/Microservices)

Public Cloud – Microsoft Azure, Google Cloud Platform

Is this role right for you?

• Leading application teams through daily support, maintenance and project tasks, collaborating across multiple functional and technical teams to drive alignment with the Collections Technology roadmap

• Designing, developing and implementing technical solutions and strategies for major Collections applications and technology initiatives, aligning to the technology roadmap to support Collection’s digital strategy

• Providing technology support during period of unplanned downtime, including Major Incident mobilisation, to aid rapid service recovery with minimal business disruption

• Defining methodologies, approaches and scope for software development, application support and systems integration relating to Global Collections Technology

• Presenting design documentation to Architectural governance committees for approval, ensuring technology solutions confirm to the Bank’s architectural principles and controls

• Assessing and analyzing business strategies and requirements, the current technical environment and technology options to evaluate solution alternatives to meet business needs

• Ensuring alignment of project solutions within the architectural guidelines, principles and patterns as defined in the Enterprise Technology roadmap

• Presenting and leveraging technical information and solutions in a way that establishes rapport, persuades stakeholders and achieves understanding at all levels

Do you have the skills that will enable you to succeed in this role?

• A Bachelor’s degree in computer science, or a related field, or related experience

• A detailed understanding of Collections/Call Centre technology, including outbound dialer and digital outbound messaging

• A development/design background, experienced in outbound dialer telephony, digital channels and public/private cloud solutions (Microsoft Azure, GCP)

• Practical experience of technology integrations, using best practice methods to establish secure connectivity (i.e. APIs/Microservices) for data exchange

• Knowledge of network security principles and best practices

• A strong people leader with experience of managing and coaching teams in a fast moving technology environment

• Experience of leading technology teams and initiatives that support a digital modernisation strategy

• Support/integration experience with SaaS solutions and vendor driven technology

• Can lead and drive a customer focused culture to deepen client partnerships and leverage broader bank relationships, systems and knowledge

• Strong communication skills (written and verbal) related to leading Executive interactions and on-going communication

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  

• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.

• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

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.