Share this Job
Title:  Senior Manager Performance Management and Operations


Requisition ID: 915

The Digital Factory is an innovation hub with a clear and well-supported mandate to transform the way banking technology is delivered, by re-imaging the customer experience, to deliver new digital value propositions. We have the support and experience of one of the world’s largest banks behind us and a talented, and growing, team of industry leaders driving us forward.
Do you want to help us reinvent how people bank? At the Scotiabank Digital Factory, we are passionate about transforming the customer experience.

We’re looking to fill our team with influencers, makers, creators and leaders who are flexible, curious, adventurous, versatile and responsive; and who are ready to roll up their sleeves in a collaborative and productive environment to get things done.

By joining our team, you will make an impact on our customers, the banking industry, and ultimately, the world.


The Senior Manager – Performance Management and Operations is a strategic leadership role and is responsible for increasing the effectiveness and ROI of sales campaigns, ensuring that the end-to-end management of the process pipeline is continuously being optimized, and synthesizing data to gain actionable insights, setting KPIs and establishing benchmarks across Sales and Workflow. 

In this role, the Senior Manager is responsible for driving strategies and initiatives to support and accelerate digital sales, works closely with internal teams and stakeholders (Product groups, Distribution, Finance, Strategy, Customer Contact Centres, Marketing) to ensure channel efficiency across all product groups.  

The Senior Manager works with Product & Support groups, Finance and Marketing to ensure:

  1. Sales forecasts by product categories are established and aligned across Distribution, Product groups and Finance
  2. Sales performance is actively being tracked to make smart investments and strategic decisions
  3. ROI and CPAs are being maximized, are track-able and reportable by impact and contribution
  4. E2E campaign process is optimized with focus on speed to market, quality of execution, reduced errors and automation

Reporting Relationships:


Reports to: Director, Digital Sales

Lead: 3+ Managers 

Key Accountabilities:


Accountability 1:

  • Recommend enhancements to existing digital sales strategies, procedures and processes, based on identified opportunities to improve sales on digital
  • Deliver on analytical reports that provide actionable insights to improve channel and sales funnel performance
  • Analyze and report regularly on performance of new and existing sales strategies
  • Conduct the benchmarking and assessments to determine what standards, best-practices and processes are needed to help the Digital Sales team realize its aspiration
  • Responsible for identifying Key Quality Performance Metrics (KQPM) that are unique to each product group and will work on data modeling and mining   


    Accountability 2:

  • Ensure governance around the deployment of campaigns are being adhered to at all times to ensure optimal client experience
  • Manage cross-functional team responsible for providing pro-active first fix and post-deployment support  
  • Ensure operational procedures and best-practices are defined and documented
  • Contribute proactively to new sales initiatives and platforms
  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required


Working Conditions:

Standard office environment.  Mental Stress: Moderate pressure due to complexity of tasks, need to manage potential conflicting priorities constructively, management / coordination of multiple initiatives with deadlines and resource constraints.  Frequent need to give close attention to concentrated reading, may require long hours at a personal computer in preparation of documents and presentations. Standard working hours with some non-standard as needed to meet critical deadlines. 



This role requires a strong ability to manage and prioritize support for multiple initiatives and needs a high level of coordination and attention to detail. Ability to articulate vision for the channel and negotiate stakeholder support through ongoing interaction with partners and internal product groups will be a key factor for success. To be successful, the candidate must exhibit strong relationship management skills and be effective at balancing sound operations with execution of strategic initiatives.


Education/Work Experience/Designations:

  • Digital marketing, strong analytical skill experience a must
  • Knowledge of, and direct experience with digital channels, particularly within an online and/or mobile banking environment preferred
  • Direct experience with relationship management of a diverse group of stakeholders
  • Strong communication and presentation skills
  • Proven ability to develop strategic roadmaps designed to improve sales, or conversion on digital channels

Location(s):  Canada : Ontario : Toronto 

As Canada’s international bank, we are a leader when it comes to inclusion. Scotiabankers hail from over 120 countries, speak more than 100 languages and serve over 23 million customers globally. As a highly diverse company, we know that an inclusive environment for employees and customers helps everyone achieve their best. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide a positive recruitment experience.

Job Segment: Performance Management, Operations Manager, Manager, Marketing Manager, Human Resources, Operations, Management, Marketing

Apply now »