Manager, Retail Virtual Advice Delivery - Calgary, AB

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Manager, Virtual Advice will lead and drive a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge. This role involves leading and developing a virtual sales team to build long-term customer relationships and coaching Virtual Advisors to identify customer-centric solutions in a remote advice model. The manager will assess team sales and performance results, contribute to achieving the highest rating in NPS among customers of all the major banks in Canada, and identify opportunities to drive sales results for the virtual advice teams. Additionally, the role requires managing and minimizing risk by implementing the Bank’s policies and procedures, creating an efficient and effective team environment aligned with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, and ensuring compliance with operational, regulatory, and risk management standards. The manager will also create a high-performance team environment by fostering inclusivity, using a coaching mindset, and managing succession and development planning, while ensuring regulatory compliance and keeping advisors' product knowledge and training up to date. Assisting with the development and refinement of the virtual advice model to generate incremental business, client and Advisor value is also a key responsibility.

Requirements

Expert knowledge in virtual sales challenges and best practices
Expert knowledge of sales management activities and techniques, including execution of the Branch Management Disciplines
Thorough knowledge of marketplace in which branches operate
Thorough knowledge of Retail and Small Business products and services, including a working knowledge of systems, routines and operating procedures
Thorough knowledge of interviewing, solicitation and telemarketing techniques
Thorough knowledge of negotiating techniques
Thorough knowledge of Branch systems (e.g. Intralink, Sales Builder, Regional Information System (RIS), Worklist, etc.)
Thorough knowledge of credit risk/adjudication policies and processes
Thorough knowledge of people and performance management techniques
Thorough knowledge of regulatory compliance related to Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, FATCA, Know Your Customer requirements, CDIC and Occupational Health & Safety
Thorough knowledge of Mutual Funds Compliance Officer responsibilities, processes and guidelines

Responsibilities

Lead and develop a virtual sales team to build long-term customer relationships
Coach Virtual Advisors to identify customer-centric solutions in a remote advice model
Assess team sales and performance results and enhance team performance
Contribute to the achievement of the highest rating in NPS among customers of all the major banks in Canada
Identify opportunities to drive sales results for the virtual advice teams
Manage and minimize risk by implementing the Bank’s policies and procedures, considering risk appetite and culture in daily activities
Create an efficient and effective team environment that aligns with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, ensuring compliance with operational, regulatory, and risk management standards
Create a high-performance team environment by fostering inclusivity, using a coaching mindset, and managing succession and development planning
Ensure regulatory compliance and keep advisors' product knowledge and training up to date
Assist with the development and refinement of the virtual advice model to generate incremental business, client and Advisor value