Skip Navigation

Job Details

Digital Factory Jobs

Business Delivery Manager, Digital Channels

Job ID 70523 Date 03/17/2017 Toronto, Canada
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 Business Delivery Manager is responsible for the oversight and execution of assigned projects and initiatives for the Bank’s digital channels (mobile and online banking).  The incumbent uses advanced systems knowledge and strong business acumen to develop solutions that drive tangible business results. The incumbent adapts the project methodology style (Agile or Waterfall), to suit the needs of the project.  Additionally, the incumbent participates in the evaluation of product/service performance and contributes to the development of improvement strategies.

Key Accountabilities:

1. Manages projects from the requirements to the project delivery stages by: 
Writing and delivering requirements for all digital and self-service channels;
Leveraging knowledge and expertise of internal SMEs to complete requirements;
Requesting and securing the necessary funding for projects;
Determining and building project implementation teams;
Managing expectations related to timing of project delivery, taking into consideration release schedules and competing priorities;
Identifying and coordinating training, communication, marketing and customer service support materials;
Providing post-implementation support;
Ensuring projects adhere to regulatory/compliance reporting requirements.

2. Implements and supports functionality enhancements for digital channels by:
Assisting in the support and alignment of the online and mobile banking strategic production problem log resolution process.
Working with the Customer Experience and Design team to ensure all enhancements are consistent with the overall vision and standards for digital and self-service channels.

3.  Evaluates performance of products and services offered through digital and self-service channels by:
Conducting ongoing analysis of end-to-end operational flow and back-end process flow;
Tracking, analyzing and reporting on revenue generation and cost-saving functionality;
Analyzing incoming communications to identify concerns and opportunities and track frequency;
Completing analysis to ensure the best use of available third-party offerings;
Contributing content for surveys.

4. Assists in the development of strategies designed to improve functionality and the customer experience by:
Identifying and communicating emerging industry trends, system integration concerns, issues identified that impede sales and customer service;
Conducting comparison analysis and identifying competitive gaps;
Seeking approval for recommended improvements/enhancements;
Analyzing the cost effectiveness of new enhancements and implementations;
Influencing and collaborating with management to garner support for the execution and implementation of new services or functional enhancements;
Building and maintaining relationships with business lines and support areas in order to identify/respond to/understand their ongoing needs and strategic direction, and how those relate to the strategy and direction for digital and self-service channels;
Identifying the need for change based on personal observations, competitive insights, and customer feedback;
Supporting resolutions to Team Voice/shared Services/Ideas in Action, Office of the President. Ombudsman, Customer Contact Centre;
Identifying, reporting, solving for and escalating when the customer focus strategy is not being supported.

5.Contributes to building organizational capability and expertise on Agile processes by: 
Communicating effectively across diverse audiences within and outside of the team, including stakeholders and executives;
Acting as a champion of the Agile methodology;
Sharing findings, best practices and resources.

6. Contribute to the effective functioning of Digital Channels by:
Building effective working relationships across the team and with various business lines and corporate function contacts.  
Facilitating a culture of open and honest communication by actively participating and contributing to one-on-one touch bases and team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members.
Developing and executing a meaningful employee development plan.

Functional Competencies:

Excellent process management, planning, and negotiation skills to facilitate teamwork and the execution of deliverables;
Excellent written and oral communication/presentation abilities, with technical writing experience;
Excellent analytical and market research skills;
Excellent Word, Excel, PowerPoint skills;
Thorough knowledge of digital and self-service banking products and services, including a thorough knowledge of outside    market and competitive practices;
Experience with working in a highly technological environment and with technical resources;
Working knowledge of the Bank’s back end systems and relationships within the Bank;
Preferred: Understanding of customer journey mapping process.

Educational Requrements:

Undergraduate degree in a related discipline.

Work Experience:

• 4+ years of experience in technology interpretation and business analysis;
Financial Services industry experience.

If you’re interested in helping us shape the future of banking, click the “Apply now” button to submit your application.  We are hiring for a variety of high impact technical roles (design/agile/full stack/devops).  If you are curious but aren’t sure this role is right for you please contact us anyway - we’re moving fast and looking for the best and brightest to take us to the next level.

Learn more about the Factory:

- We are growing fast and looking for team members to help us build an industry leading fintech innovation hub
- We invite and encourage collaboration with a broad range of industry disruptors and innovators
- We have the stability and resources of Scotiabank, a multinational financial institution, as well as a world class team of designers and engineers with the energy and talent of a leading startup 
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.

Amazing career stories begin at Scotiabank.

Learn More