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Title:  Vice President, Business Support & Lending Services




Requisition ID: 76682


Join the Global Community of Scotiabankers to help customers become better off.



The Vice President Business Support & Lending Services is responsible for a “One Best Way” design, implementation, standardization and sustainment of the operating model for Lending Service Units (LSUs), Business Service Centres (BSCs), Trade Finance Service Centres/Hubs, Banking Operations and PSCs. These service units provide support to all Retail, Small Business and Corporate & Commercial customers, including GTB customers, for all IB countries. 


Collaborate with IB Business Line management including Retail Banking, International Corporate and Commercial Banking, GTB and GRM to implement the model and changes resulting from operational reviews, audit findings, regulatory, compliance and policy to ensure alignment with approved IB model.


Develop policies and procedures and drive consistency with the operating model, ensuring the Centres provide superior service and support to clients, partners and all products associated with the business portfolios. 


The Vice President works with IB groups for continuous improvement of the model (structure, processes & technology) to maximize performance.


Create a high performance environment where employees invest wisely, take accountability, and work on the right things. Ensure timely, high quality processes and procedures are efficient and effective to enable our business partners’ success and deliver a superior customer experience.


Business Strategy and Model Design 

  • Responsible for a “One Best Way” design, implementation, standardization and sustainment of the operating model for LSUs, BSCs, and Trade Service Centres/Hubs, which provide service and support to all customers in International Banking 
  • Lead the development and implementation of models, for multiple channels and products for International Banking. 
  • Collaborate with IB Business Line management including Retail Banking, ICCB and GRM to implement the model and changes resulting from operational reviews, audit findings, regulatory changes, compliance requirements and new or revised Bank policy 
  • Develop and design business requirements for technology enhancements in partnership with IB Business Line and Country management


Support the Business to deliver superior customer Experience 

  • Collaborate with Channels and Product Groups to achieve sales and growth objectives within Credit Risk market tolerance 
  • Deliver a consistent customer experience, adapting existing processes to changing markets, channel, product launches, regulatory and policy changes. 
  • Design the model for customer support with standardized procedures, mid office controls and monitoring of performance metrics and SLAs
  • Design and maintain specific training programs to ensure customer centric model 


Operational Management and Continuous Improvement

  • Lead innovation projects and continuously improve the model’s effectiveness and operational efficiency, including system enhancements and new technology solutions 
  • Design and implement tools to enable performance metric tracking and customer results 
  • Responsible for development of all documentation to support operations of the units including ownership of manuals and operating procedures 
  • Conduct operational reviews to ensure alignment to processes and models


Risk Mitigation

  • Ensure appropriate Bank standards and monitoring are in place to minimize risks and costs to the Bank

Subject Matter Expert

  • Lead and sustain a “Centre of Expertise” with skilled experts, ensuring successful succession planning and transfer of skills across IB
  • Provide subject matter expertise to both Retail and Commercial segments on special projects, new products or new processes.  



  • Provide strong strategic leadership to motivate and develop individuals and build cross-functional team performance 
  • Foster a culture of continuous improvement to sustain changes across IB
  • Lead and direct the development of ongoing succession planning
  • In collaboration with Country Leadership and Divisional Groups, develop strong internal leaders to ensure service excellence continuity
  • Ensure timely and effective change management communications and training leading to the successful  implementation of new solutions 


Role Requirements

  • Minimum Undergraduate degree or equivalent experience  
  • Minimum 10 years of industry experience 
  • Retail, Corporate & Commercial Credit Risk Management and/or Lending Experience
  • Supervisory role with demonstrated leadership


Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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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