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Title:  Senior Manager Governance, Country Relationships & Client Experience (Bilingual Spanish)




Requisition ID: 136750

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


Reporting to the Director, Country Relationships & Business Excellence, the primary role of the Senior Manager, Governance, Country Relationships & and Client Experience will be to lead the day-to-day Governance of IWM, develop & coordinate IWM Communications and lead roll-out and execution of the Client Experience Program. These include but is not limited to building and sustaining strong working relationships with IWM teams in the countries to ensure coordination, communications following the governance structure and expense management support for the IWM Head Office. The Senior Manager, Governance and Country Relationships will also support team-based initiatives as required.


IWM Communications
•    Develop and Maintain communication with the IWM countries and Head Office
•    Channel day-to-day country information requests to ensure alignment among Wealth businesses and spot and develop communications opportunities in the day-to-day business 
•    Coordinate the quarterly Town Halls for International Wealth Management, Annual International Summit, Leadership offsites as well as other events. 
•    Craft and translate executive communications to countries; 
•    Keep the IWM SharePoint up to date and refreshed with new content. 
•    Support in the crafting of communications for the IWM Head Office team and the Senior Vice President, IWM; including posts, Newsletters, Town Hall presentations etc. 
•    Maintain current list of contacts and develop new in-country contacts to ensure lists stay up to date;


IWM Governance Structure
•    Maintain the IWM governance calendar of key initiatives including standing meetings;
•    Coordinate standing governance meetings and ensure agendas and presentations for meetings are distributed in a timely manner; 
•    Supports the coordination, agenda, reporting, dashboards, and material preparation for the International Wealth Management Client Council Committee; 
•    As required, represent the Director, Country Relationships & Business Excellence in meeting and liaising with stakeholders in Global Wealth Management, IWM and IB; 
•    Contribute to the efficient and effective management of the IWM governance structure.


IWM Customer Experience (CX)
•    Work with the other members of the Country Relationships & Business Excellence, Global Customer Experience and business teams in head office and the country to support the rollout of the Customer Experience system, powered by Net Promoter System (NPS);
•    Champion a customer focused culture to deepen customer relationships in Wealth and leverage broader Bank relationships, systems, and knowledge; 
•    Provide actionable insights and deep-dive analysis to assist with existing and/or upcoming initiatives to ensure alignment with desired customer focused behaviours and outcomes
•    Collaborates with business partners and other stakeholders on best practices and support ongoing tracking and CX monitoring of performance


Support IWM by:
•    Working with the management team on the development of the IWM annual budget and tracking progress against the plan. 
•    Provide ad-hoc support as requested to help achieve the objectives of the team and International Wealth Management. 
•    Champions a high-performance environment and contributes to an inclusive work environment.


Supports IWM Head Office as well as the following regions: English Caribbean, Spanish Caribbean, and Central & South America. 
Must be able to work independently in a fast-paced environment with multiple competing deadlines.


Education and Experience 
•    A completed undergraduate degree in business or economics is strongly preferred. Postgraduate studies in Busines / Marketing /Economics is an asset. 
•    The incumbent should display willingness to learn new activities, understand crossborder markets and industry dynamics. Due to the collaborative nature of the role, the Senior Manager must possess superior team-working capabilities.
•    Effective communication skills with ability to prepare project plans, documentation, and presentations 
•    Wealth management, and Financial Services experience is also preferred. 
•    The incumbent must demonstrate superior analytical skills that will be used to analyze a broad range of statistics, reports and information. The incumbent will be able to draw conclusions and make recommendations based on the information. 
•    Passionate about customer advocacy and a customer-first mindset 
•    The incumbent must make effective use of the automated tools provided to streamline procedures.
•    The incumbent must possess the ability to adapt to a fast-paced working environment, with multiple deliverables at the same time. He/She must display flexibility in everyday tasks while maintaining effective communication in order to promote and foster a productive working environment.
•    Due to the international nature of some activities, the incumbent must possess superior relationship building abilities 
•    To support this role, it is important that a keen awareness of all the initiatives being considered and rolled-out be maintained to effectively provide advice and develop solutions on various issues. In order to maintain the level of knowledge required, networking with the various support and product groups is necessary to be informed. 
•    Due to the nature of the role, it is paramount that the incumbent possesses strong data management skills and be proficient in Excel, Word and PowerPoint. 
•    Fluency in English and Spanish is required 
•    Ability to work independently and take ownership of tasks


Working Conditions 
•    Fast-paced highly collaborative work environment.
•    Incumbent must be able to work in a remote work environment. 
•    Non-standard working hours are a regular occurrence. 
•    Incumbent must be comfortable entering a virtual work environment
•    Role requires an individual who possess a high level of flexibility and adaptability.



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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