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Title:  Senior Manager Strategic Support, Indigenous Financial Services




Requisition ID: 135964

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


Senior Manager Strategic Support, Indigenous Financial Services



This role contributes to the overall success of Canadian Business Banking by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives while ensuring all activities conducted are in compliance with governing regulations, internal policies and procedures.


You will support the VP, Indigenous Financial Services with reporting and initiatives to help drive sales, onboard new staff and enhance revenue. Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks from client service administration to borrower reporting processing to credit related support.



•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.


•    Helps to sustain and evolve a client-centric sales culture and operating model within the region, by:

o    Analyzing and preparing sales management data from Salesforce for further review at Group Touch Bases/Individual Touch Bases “GTB/ITBs” (e.g. calling activity, pre-call planning, client planning activity, pipeline deal progression, joint call variances, cross-sell activities, etc.).  
o    Act as a Salesforce champion and subject matter expert; provide support and training to the team (in partnership with Commercial Customer Experience) to ensure that all team members have adequate Salesforce knowledge to fully leverage the tool. 
o    Analyzing Scorecard results and data for presentation to the VP and validating and disseminating financial and non-financial metrics within the region.  
o    Conducting key sales and service management activities within the region, including scheduling, setting the agenda for and preparing content for regional/team GTBs, including partners as appropriate.  Preparing and managing content for regional team meetings.  
o    Collating information to be presented in various Canadian Banking annual reports.
o    Preparing submissions for external partners on various initiatives related to the business line. 
o    Evaluating, recommending and coordinating customer satisfaction/engagement initiatives within the region in support of continuous improvement and increased client loyalty 
o    Identifying strong performance for recognition purposes, and escalating non-performance issues.
o    Supporting the execution of client segment migration strategies within the region, and in communicating these strategies to affected stakeholders


•    Support the design and development of short and medium-term tactical plans and strategies that successfully position Scotiabank within the regional market to achieve business objectives by:

o    Researching, analyzing and summarizing information on competitive intelligence, business trends and market positioning
o    Reviewing and providing feedback in response to proposals put forward by teams within the region, and making recommendations to the VP for his/her consideration, based on the applicability and relevance of the proposal in relation to the overall regional strategy
o    Monitoring and analyzing segment and market-area performance.  


•    Support the business planning process in the region and provide analysis of proposals / business cases / profit plans / goal plans to support the VP in achieving the region’s goals by:

o    Reviewing project proposals or plans to determine applicability, timing and funding availability
o    Documenting a summary of findings, ensuring clarity and substantiation of proposals / plans being presented for consideration
o    Participating in the development of regional budgets and profit plans
o    Monitoring results through the review, analysis and trending of reports
o    Identifying and recommending tactical responses to negative trends to the VP
o    Leading the annual business planning process including: SOWT analysis on market and portfolio, formulation and execution of initiatives, call plans, client event initiatives, Quarterly updates vs. Plan and forecasting.
o    Monitoring and assisting in the management of authorized FTE, including portfolio reviews as Client Relationship Manager (CRM), Senior Client Relationship Manager (SCRM) vacancies arise, to help ensure vacancies are filled at the appropriate job level (in conjunction with VP and HR)
o    Supporting the VP in maintaining regional budgets, metrics and reporting for initiatives


•    Lead or support the regional implementation and communication of initiatives/projects in support of business objectives by:

o    Ensuring clear, appropriate communication and materials are developed or provided to support implementation
o    Ensuring all key internal business partners are participants in the process at the appropriate stage and level
o    Coordinating activities and liaising with team members to ensure objectives are accomplished within prescribed timeframes
o    Reinforcing the Canadian Business Banking Vision, Mission and Strategic Priorities through the use of a multi-channel communication platform within the region
o    Maintaining ongoing contact with Canadian Business Banking EO communication teams to ensure regional communication and presentations reflect the Canadian Business Banking national priorities.  
o    Supporting the VP in the development of internal/external material that positions Scotiabank as the Bank of choice for business customers in the market


•    Provide direction, guidance and support to members of the regional Commercial Banking team and, as required, customers and business partners within the region by:  

o    Providing clarification and direction on issues raised
o    Reviewing, prioritizing and responding to inquiries / complaints / requests for information in the absence of the VP
o    Escalating issues to the VP as appropriate, with recommendations and/or solutions
o    Assisting with the negotiation of compromises between team members and partners, guiding those involved to alternatives if required
o    Managing the details and logistics of client appreciation events, executive visits, etc. 
o    Analyzing and supporting ViewPoint results and action planning.  


•    Champion the effectiveness of huddles (including The Pulse):

o    Participate in team huddles as required within the Region to ensure maximum effectiveness.
o    Monitor progress against E2E objectives and established goals. 
o    Act as an escalation champion, vetting tier 1 and 2 problems identified by the team, and escalating and following for resolution of tier 2 issues. 


•    Assist with the onboarding of new employees: 

o    Ensure new hires are equipped with the tools necessary to be successful (eg. Salesforce, Deal Tracker, revenue reports etc.). 
o    Provide coaching to new employees on how to use the tools referenced above. 
o    Act as a regional resource to integrate new employees in the Commercial Bank.


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


•    Implements and maintains strong data governance disciplines to ensure accuracy of information and reporting across all Canadian Business Banking systems.


•    Actively pursues effective and efficient operations of his/her respective areas, 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. 


•    Champions a high-performance environment and contributes to an inclusive work environment. 

Education / Experience / Other Information:


•    Post-secondary education: Undergraduate Degree in Business or Economics (preferred)

  • Professional degree/designation 

•    Other training requirements as determined by the Bank from time to time.


Skills/Work Experience 

•    Previous work experience of at least 2-5 years is preferred
•    Strong knowledge of Bank’s business lending and deposit products and services, and customer profitability model, in order to provide integrated financial solutions.
•    The incumbent requires a strong knowledge of the commercial banking marketplace in Canada and a detailed knowledge of the assigned market area’s key industries and competitive positioning within the assigned market area. The incumbent understands the Canadian Business Banking objectives, and has a thorough knowledge of segment, strategies and structure, as well as its lending and deposit products and services.  
•    Ability to deliver in a fast paced, dynamic environment
•    Ability to work non-standard work hours as required
•    Self-motivated with the ability to work independently and collaboratively with multi-functional teams
•    Thorough knowledge of relationship building and teamwork skills
•    Strong coaching, leadership and management skills are essential to work with Partners across the Bank as well as external parties.
•    Excellent communication skills needed as presentations and updates to Sr. Leadership will be regular requirement.
•    Strong influencing skills are needed to help motivate agreement among multi-functional teams
•    Good knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes
•    Good PC skills are necessary, including a working knowledge of MS Word, Excel, PowerPoint, Outlook and other commercial systems and platforms.
•    Thorough knowledge of Canadian Business Banking products and services, including the supporting systems, routines and operating procedures
•    Working knowledge of products and services provided by the Bank’s specialized sales forces and other delivery channels such as Wealth Management, Small Business Banking, Global Business Payments, Global Risk Management, Cash Management Contact Centres, etc.
•    Solid knowledge of Salesforce, CIS, Deal Tracker and other Canadian Business Banking systems


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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