Title:  VP/MD, Global Corporate & Multinational Client Service (Toronto OR US Location)

This role may be located in Toronto, Canada or in a United States location where Scotiabank currently has offices. 

Purpose

This leader provides strategic direction and operational execution of the Multinational and Corporate Banking Servicing segment on a Global scale within the Global wholesale Operations department.  This leader ensures a seamless, efficient, and cohesive client experience by aligning with business strategies, plans, and initiatives, all in accordance with regulatory requirements, internal policies, and procedures. They will drive collaboration with stakeholders to enhance customer satisfaction and contribute to Multinational Account growth.

Accountabilities

• Develops strategies and designs solutions to deliver a superior client service experience to multinational clients globally, utilizing a unified "One Bank" approach and developing scalable solutions in partnership with the Corporate Banking, GTB and Capital Markets Sales Team.

• Develops strong relationships to work effectively in a global, matrixed environment, focusing on fostering collaboration and driving results through partnerships with North American, Latin American, APAC, and European-based teams.

• Shapes the strategy for creating a seamless end-to-end client journey for multinational and corporate banking clients, identifying areas for improvement, and optimizing opportunities for benefits across geographies and product segments.

• Supervises the Corporate Banking Client Servicing team, responsible for delivering high-quality and accurate client services, as well as fulfilling client and partner inquiries and requests related to the Bank's Corporate and Multinational Portfolio.

• Develops and implements client service strategies to improve our NPS (Net Promoter Score) or other client feedback measure and monitors and reports on key performance indicators to ensure consistent and high-quality service delivery (e.g., SLAs, enhanced services).

• Cultivates a client-focused culture within the team to enhance client relationships and utilize the Bank's broader relationships, systems, and knowledge.

• Establishes and maintains a highly functional operating model with internal partners, local and international teams, and corporate functions to meet client requirements and SLAs, ensuring a highly satisfied and loyal client base.

• Actively collaborates with various stakeholders to identify and address customer needs, devises innovative strategies to enhance customer satisfaction, and contributes to the overall growth of Enterprise Accounts.

• Sets operating standards for the team to enhance competitiveness within and across markets, ensuring consistent, standardized, and accurate delivery.

• Manages client relationships, escalation points, and addresses service friction points proactively.

• Collaborates with the Sales Account Management teams to provide strategic account planning support, generate sales leads, and establish contracted service levels.

• Keeps abreast of industry trends and best practices in client services, product offerings, and financial services in the Multinational space.

• Directs day-to-day activities in a manner consistent with the Bank’s risk culture and the relevant risk appetite statement and limits.   Communicates the Bank’s risk culture and risk appetite statement throughout their teams.

• Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.

Education / Experience

• Relevant undergraduate degree.
• Over 10 years of extensive experience in client facing and servicing within corporate clients.
• Proven track record in delivering exceptional client services showcasing strong relationship management and communication skills.
• Experience managing customer journeys (relationship-building, retention, and satisfaction)
• Comprehensive understanding of Scotiabank’s Corporate clients and Geographical footprint.
• Minimum of 5 years of Corporate Banking experience in a senior role required.
• Proficiency in Spanish and/or French an asset.
• Proven track record of leadership in building and managing high performing teams’ teams, setting strategic direction, and overseeing day to day operations.