Manager, Client Service - Payments

Scotiabank • Mississauga, ON

1d • Onsite

About The Position

Leads and oversees the servicing of a Client Service team in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. He/she is responsible for a team that oversees the output of high quality and accurate client data as it relates to transactional activities for the Corporate and Commercial portfolios.

Requirements

• Post-Secondary Education (Business Degree preferred) and/or 3 years equivalent work experience in Financial Services or related industry.
• Minimum 2 years leadership experience.
• Proven customer service skills, as well as flexibility to adapt to changing environments and priorities
• Thorough knowledge of business credit as it applies to Commercial and Corporate Banking’s policies & procedures.
• Working knowledge of the Bank’s compliance requirements for business banking.
• Strong decision making, problem solving, and relationship management skills.
• Strong Communication (written and verbal) and Organizational skills.

Responsibilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provides excellent customer service by taking responsibility for escalated client and partner inquiries, concerns, or complaints and resolving matters accurately and promptly. Demonstrates professionalism and commitment to achieving the highest level of client satisfaction.
• Ensuring the team(s) adheres to the established Operating Performance Commitments (OPC), is accountable for takeover and that proper controls are in place for audit purposes.
• Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
• Liaising with designated Retail Branch, BSC employees, and other Business Banking Partners as required, including acting as an escalation point of contact.
• Manages employees and provides the Bank’s Performance Management processes by: Coaching employees by focusing on functional/behavioral skills in order for goals and objectives to be met. Ensuring the established Operating Performance Commitments (OPCs) are met which creates positive experiences for our clients and Banking Partners Coaching team(s) to execute against cascaded operational objectives Cascading organizational objectives and leading others to deliver business and operating results Supporting team in implementation of various projects (including pilots and “test & learn”).
• Uses his/her in-depth knowledge of Corporate and Commercial Banking, as well as applicable compliance and regulatory requirements, to ensure appropriate controls are in place to drive operational excellence and profitable relationships all while mitigating risk.
• Responsible for teams that have direct customer contact an are charged with providing high quality and accurate output through the execution of client requests in one of three focus areas: Payments i.e. certified cheques, wires, bank drafts, foreign currency etc. Investments i.e. investment purchases, redemptions, withdrawals etc. Day to Day i.e., indexing, inquiries, investigations etc.
• Assumes responsibility that the preparation and execution of transactional requests are within internal officer authorization limits or according to external client approvals.
• 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 his/her team pursues effective and efficient operations of his/her respective areas, 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 and the Scotiabank Code of Conduct.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
• Perform other related duties as assigned.

Benefits

• Diversity, Equity, Inclusion & Allyship
• Accessibility and Workplace Accommodations
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree