Manager, Lending Services

Scotiabank•Mississauga, ON

1d•Onsite

About The Position

Leads and oversees a designated team within the Lending Services business unit ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures. Responsible for a team that oversees the output of high quality and accurate client data including generating both customer and internal documents, fulfillment customer and partner requests and responding to inquiries and escalations. In this role, the incumbent will lead and drive a client-driven culture, provide excellent client service by taking responsibility for escalated customer and partner inquiries, and manage the activities of business units supporting Commercial and Small Business portfolios. This includes providing management oversight on the preparation and execution of security and Business Banking documents, managing end-to-end processes, and consulting with various internal and external partners. The role also involves applying judgment to identify and resolve issues, active participation in team huddles, and managing employees through performance management processes, including coaching, recruiting, and talent development. The incumbent will also understand and apply the Bank's risk appetite and culture, create an environment for efficient operations and effective controls, and build a high-performance team by fostering an inclusive work environment and managing succession planning. Contributions to the overall Pulse Score by championing customer experience enhancements are also expected. The role operates independently within established practices and assigned lending authorities, reviews service activity accuracy, and integrates organizational knowledge to manage results. It serves as an escalation point for policy-level issue resolution and reviews automation outputs. Participation in pilots and test & learns, along with self-development, is also part of the role.

Requirements

Post-Secondary Education (Business Degree preferred) and/or 3 years equivalent work experience in Financial Services or related industry.
Minimum of 2 years managerial experience
Thorough knowledge of Commercial Banking and Small Business lending products & services.
Thorough knowledge of business credits (including syndications) as it applies to Small Business and Commercial Banking’s policies & procedures, business accounts, products & services, and collateral documentation.
Working knowledge of the Bank’s compliance requirements for business banking.
Fluency in English (written & verbal) and Organizational Skills.
Effective communication (written & verbal), organizational, and decision-making skills

Responsibilities

Leads and drives a client-driven culture throughout their team to deepen customer relationships and leverage broader Bank relationships, systems, and knowledge.
Provides excellent client service by taking responsibility for escalated customer and partner inquiries, concerns, or complaints and resolving matters promptly and accurately.
Manages the activities of the business units supporting the Commercial and Small Business portfolios and attests to the validity of all related documentation and assigned processes.
Provides management oversight on the preparation and execution of intricate security and Business Banking documents to meet the requirements stipulated by the Bank’s policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of existing accounts, products & services, and lending products & services (including instructions to lawyers, appraisers, and other contacts as applicable).
Managing end-to-end processes, including the takeover accountabilities to ensure proper review of audit controls.
Consulting with designated Branch, BBO employees, other Business Banking Partners, and Solicitors, as required, including escalating exception items for resolution.
Applies judgement to identify, troubleshoot, and resolve day-to-day business, functional, and operational issues.
Active participation in team daily huddles to help resolve issues and raise concerns where partners cooperation is required to ensure an exceptional customer experience, and drive deals and business.
Manages employees and follows the Bank’s Performance Management processes.
Coaching employees to achieve goals and objectives focusing on functional and behavioral skills, and to ensure the established operating standards are met to create positive fulfilment experiences for our customers and Banking partners.
Coaching team(s) to execute against cascaded operational objectives.
Being accountable for recruiting, performance management and talent development activities.
Cascading organizational objectives and leading others to deliver business and operating results.
Supporting the team in implementation of various projects (including pilots and test and learn).
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 the team pursues effective and efficient operations for 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 Guidelines for Business 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 vison/values/business strategy, and managing succession and development planning for the team.
Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
Perform other related duties as assigned.
Works independently, guided by established practices, and operates within assigned lending authorities/limits.
Reviews accuracy of service activities for new and existing accounts, products & services, lending products and services (including syndications)
Processing for deals (size and respective limits will vary subjected to segment and tasks).
Integrates organizational understanding and knowledge of products, services, professional methods, and operating standards to manage results.
Serves as an escalation point and triages issue resolution at the policy level.
Provides national coverage between the hours of operations (7 a.m. – 8 p.m. Eastern Standard Time).
Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods.
Review Smart Automation outputs for inconsistencies, trends or errors and escalate as applicable.
Participates in pilots, and test & learns, as required.
Takes ownership of self-development and broadening management skillsets across different areas.