Manager, Branch Reconciliation & AFT

Scotiabank•Santo Domingo East, NM

4d•Onsite

About The Position

This role leads and drives a customer-focused culture within their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. The position involves providing direction and support to a team of subject experts to ensure they deliver best-in-class customer service. This includes maintaining up-to-date knowledge of processes and systems, adhering to Service Level Agreements, and identifying opportunities for improvement. The role also partners in the development and implementation of effective tools and processes, analyzes trends to streamline service delivery, and achieves targeted outcomes. Operational effectiveness is key, ensuring agile, flexible, and timely client support while mitigating risk through systematic procedure development, problem-solving, and financial report review. The Manager is responsible for authorizing daily certifications and exceptions, maximizing operational efficiency, and ensuring adherence to risk management practices. Leadership management involves effectively managing and developing human capital, ensuring clear communication of expectations, providing ongoing coaching, and fostering a planned approach to staff development. Relationship management includes building and managing strategic alliances and third-party supplier relationships to meet customer needs. The role requires understanding the Bank's risk appetite and culture, building a high-performance environment, and implementing a people strategy that attracts, retains, develops, and motivates the team.

Requirements

Advanced English
Expert organizational and time management skills
Ability to manage initiatives concurrently, and to ensure project tasks result in marked progress toward achieving business goals
Excellent ability to manage relationships and communication with business line partners
Thorough knowledge and understanding of LAN/PC operations and systems (e.g. NetConnect, sClient, PEGA, MS Office Suite, AS400, LAN and others)
Thorough knowledge of Bank regulations, policies, procedures
Thorough understanding of branch services, products, processes and operations, as well as those of RSC and OCS
Thorough understanding of HR policies, procedures and practices
Excellent managerial, leadership and coaching skills
Excellent communication and interpersonal skills
Excellent analytical and problem resolution skills
Post- secondary degree in Accounting, Finance, Business, &/or Management

Responsibilities

Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Provide direction and support to a team of subject experts to ensure they provide the best-in-class customer service.
Ensuring the team retains a high degree of relevant, up-to-date knowledge and understanding of appropriate processes and systems, including completing internal training to maintain expertise, and reviewing all News Items, Manual and Job Aid updates, and related publications.
Ensuring the Service Level Agreement commitments and standards are communicated, understood and maintained consistently by the team to ensure excellent customer service is provided.
Recognizing, anticipating and taking advantage of trends, and potential opportunities/future events to improve effectiveness and efficiency.
Influencing the development and execution of plans to be in alignment with objectives.
Overcoming or working around obstacles that stand in the way of successful completion of difficult assignments.
Partner in development, implementation, and maintenance of effective tools and potential new processes.
Reviewing the team’s activities tracking report (volume and disposition tracking) to certify optimal fulfilment of branch support needs is being provided.
Analysing and identifying trends with feedback to delivery network(s), external suppliers, and senior management that will assist in streamlining processes and service delivery to our customers.
Achieving targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results.
Working with partners to implement new and enhanced support initiatives in support of implementations, and periodic branch roll outs.
Ensure the delivery of best-in class customer service fostering an environment that promotes agile, flexible and timely client support processing, while mitigating risk.
Using a systematic approach, lead the development and revision of operating procedures and effective workflows.
Identify possible causes of a situation, its impact on the business and provide realistic and timely solutions.
Reviewing, and evaluating financial reports per the Bank’s policies, procedures and financial reporting guidelines to ensure all transactions and records on each case are registered and recorded within standards.
Reviewing/authorizing Daily Certification & Exception of Vouchers, noting trends and implementing corrective action, escalating concerns as needed.
Maximizing operational efficiency and risk management practices by trending reports ensuring new processes are properly understood and implemented, and ensuring any irregular practices are investigated and escalated.
Creating an environment in which your team pursues effective and efficient operations, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, the Guidelines for Business Conduct, and Privacy.
Understanding and supporting the direction of the Bank and Global Operations and aligning to business plans.
Thinking about what the business can do differently to make it simpler and more compelling for customers to do business with the Bank and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our customers.
Participating in the development and implementation of coordinated business plans, contributing to budget planning and monitoring of operations.
Monitoring workflows, organizational structures and complement levels and recommending changes to maximize the effectiveness of such.
Ensuring the Business Continuity Plan is reliable and current, and the operation is physically and logically secured.
Effectively manage and develop human capital within the unit.
Ensuring that expectations which include accountabilities, objectives, goals are effectively communicated and monitored for all direct reports and that they have a process in place for their respective areas.
Ensuring that ongoing coaching is being provided to direct reports and that it is conducted in their respective areas.
Ensuring a planned approach is taken to developing staff.
Maintaining open lines of communication for staff and ensuring they are aware of the Pathways to Resolution.
Leading or ensuring that regular meetings are conducted with staff as well as ad hoc for the dissemination of information; and a fair and equitable treatment is provided to all staff within department’s reporting.
Develop/build and manage key strategic alliances, partnerships and third-party supplier relationship to effectively meet our customers’ needs.
Participating as an active partner, maintaining working relationships and initiating changes by working with third-party suppliers, operating units, and business line partners (e.g. Currency Services, Retail Support, Ask Ops, etc.) to resolve issues, remove roadblocks, reduce costs and improve services.
Providing feedback mechanisms for third-party suppliers and business line partners to share their needs and exploring future opportunities to improve support and reciprocate same.
Leading regular communication with third-party suppliers and business line partners to understand new initiatives, corporate objectives and strategies.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
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 behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.