Assistant Manager Performance Enablement

Scotiabank•Santo Domingo East, NM

1d•Onsite

About The Position

Contributes to the overall success of Retail Operations (RO) in Canada and Dominican Republic by ensuring specific goals, plans and strategic initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted comply with governing regulations, internal policies, and procedures. The incumbent supports the Performance Enablement (PE) Manager in enabling high performance by assisting with onboarding/offboarding activities, training, and skill building, completing Standard Operating Procedures (SOPs) update requests, reviewing and signing off on Communication Online Request Environment (CORE) events, monitoring calls, and preparing productivity reports and related insights. The Assistant Manager also acts as a second point of contact for remediation activities, audit issues, system issues and escalations from internal and external customers.

Requirements

Education / Experience / Other Information (Business Administration, Accounting, Finance, Software Engineering, etc)
Two years of relevant experience in financial service industry, preferably in retail or small business banking
Strong attention to detail and problem-solving skills
Proficient knowledge on the use of Excel, Word, and PowerPoint required
Use of and/or interest in business intelligence and automation tools (e.g. Power BI)

Responsibilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Assists with onboarding, including arranging for system access leveraging Authorized Role Templates (ARTs).
Supports Manager PE with training programs, documents, job aids, huddle guides, and resource tools, and leverages them in the delivery of skill building sessions.
Aids evaluation of call scripting, standardized case commentary/notes as necessary.
Completes creation and maintenance requests to update applicable SOPs when any changes to a process or function is identified. This includes process mapping, validation, review and obtaining Process Owner and Stakeholder sign-off.
Supports stakeholders in identifying subject matter experts (SME) within their Business Unit or acts as one whenever possible in place of the Manager PE.
Reviews CORE events (e.g., changes to branch Job Aids and Manuals & Guides) relevant to their business unit and provides stakeholder feedback to the Manager PE for sign-off.
Supports the Manager PE with performance insights through Key Performance Indicator (KPI) and Productivity reporting (e.g., Telephone Service Factor (TSF), Quality Control Scores, OPC reporting, Finance Reporting, etc.), highlighting trends and analyzing data.
Prepares and presents decks to leaders as applicable.
Provides data analysis for reporting requirements to GO Analytics or RBBO MIS for various Power BI dashboard reporting.
Assists Manager PE with identifying growth opportunities, driving skill development and addressing knowledge and performance gaps by leveraging productivity reporting, analytics, and call monitoring.
Assists with the development and execution of performance, rewards, and recognition campaigns.
Helps champion and promote employee engagement activities.
Acts as second point of contact for escalation for remediation activities, customer complaints, Office of the President inquiries, system issues, etc.
Assist Manager PE in preparing action plans and responses to audit reports for the Director.
Escalates System Issues, Major Incidents, Cash Loss & Privacy Events to the appropriate partners for tracking remediation.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively 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.
Champions a high performance environment and contributes to an inclusive work environment.