Manager, Digital Channels & Customer Engagement

Scotiabank • Toronto, ON

2d • Onsite

About The Position

The incumbent supports the Senior Manager, Digital Channel & Customer Engagement to enhance the Small Business customer experience in digital channels by strategically influencing the digital strategy for acquisition, retention, and system enhancements in collaboration with key internal and external stakeholders. Recommending acquisition and retention tactics to engage the Small Business customers along the customer journey. Nurturing strategic alliances with third-party vendors to develop customer-centric programs to improve the digital customer experience. Monitoring Key Performance Indicators (KPIs) to ensure customer, Small Business, and Bank objectives are met and provide ongoing evaluation and recommendations to improve the customer experience.

Requirements

• Thorough understanding of Design Thinking and Agile methodologies
• Strong organizational skills to coordinate and prioritize several concurrent projects
• Minimum of 5 years relevant work experience in the financial services industry, preferably within digital
• Strong influencing skills and stakeholder management skills with the ability to influence both internal and external business partners across the organization
• Ability to challenge the status quo and develop innovative solutions
• Strong understanding of digital functionality, engagement channels, and trends with competitors and Fintech’s
• Thorough understanding of digital and privacy regulatory environment
• Thorough understanding of maintaining relationships with third-party vendors
• Thorough understanding of the Small Business market segment including challenges, opportunities, competitive landscape, and products
• Thorough understanding of Branch operations and sales environments
• Thorough knowledge of the MS Office suite and awareness of Bank and customer technological environments
• Excellent written and verbal communication, interpersonal, presentation and negotiating skills
• University Degree (business/marketing/technology related), and product management or relevant field experience)

Responsibilities

• Champions the Small Business digital strategy by working with the Senior Manager and key stakeholders to develop the Small Business acquisition, retention, and system enhancement tactics.
• Maintains a strong awareness of industry trends, competitor movements, emerging technologies (Fintech), in order to leverage insights and recommend enhancements.
• Creates reporting to track each tactic, channel performance, and provide regular updates to the Senior Manager.
• Manages the Digital Acquisition process for selected products with an end-to-end vision, from pre-funnel, funnel, and post-funnel phases to be able to make recommendations for improving processes, optimize digital journeys, and work with key stakeholders to adjust the value propositions for acquiring customers digitally.
• Standardizes operational processes to ensure adequate funnel measurement and prospect drop-off coverage across Digital Channel sales journeys.
• Improves funnel performance across the onboarding application across all Small Business segments.
• Develops insights and recommendations into the digital journeys design to improve sales performance and customer experience.
• Works with owners of the source of traffic/leads to ensure traffic delivered into the funnel is delivering against conversion targets.
• Identifies, conceptualizes, and develops recommendations for customer lifecycle interactions strategies and initiatives that deliver on specific business objectives, in a fast-evolving digital landscape.
• Tracks project costs to meet budget.
• Provides project updates on a consistent basis and utilizes industry best practices, techniques, and standards throughout entire project execution.
• Understands 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.

Benefits

• A competitive compensation and benefits package.
• Recognized and rewarded for high-performance.
• Supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• Clear, transparent criteria to progress in your career.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager