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Senior Manager Performance Management and Operations

Job ID 74829 Date 05/03/2017 Toronto, Canada
The Digital Factory is an agile shop with an intense focus on end user experience, rapid iteration and quality software delivery on a daily basis. 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 

If you’re interested in helping us shape the future of banking, click the “Apply now” button to submit your application.

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.

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