Manager, Virtual Advice - Calgary, AB

Scotiabank • Calgary, AB

2d • Onsite

About The Position

The Manager, Virtual Advice will provide direction, support and coaching to a team of Virtual Mortgage Retention Specialists, supporting the overall success of the Bank’s mortgage retention and relationship-deepening efforts in a manner that is aligned to the overall Canadian Banking Strategy while developing a customer-focused sales culture.

Requirements

• Proven leadership, sales management, and coaching skills with the ability to influence, motivate, and drive change.
• Demonstrated ability to lead and manage teams effectively, driving sales growth, managing performance, and fostering a high-performance culture through coaching, goal setting, and accountability.
• In-depth knowledge of the mortgage industry, market dynamics, customer segments, and competitive positioning.
• Strong understanding of retail lending, investment products, and the Bank’s retention strategies, including advanced knowledge of mortgage renewal risk segments and the offers or incentives available to support successful customer retention.
• Excellent verbal and written communication, presentation, and facilitation skills.
• Expertise in sales management, negotiation, relationship building, and performance management.
• Familiarity with telemarketing and solicitation techniques, including effective interviewing and customer engagement strategies.
• Working knowledge of branch systems (e.g., Intralink, Salesforce, Workhub, ScotiaHOME, Sales Builder, CIR, Regional Information Systems (RIS)) and credit risk/adjudication processes.
• Knowledge of regulatory compliance (e.g., AML, KYC, FATCA, Privacy, OH&S).

Responsibilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Leads and manages a team of Virtual Mortgage Retention Specialists in their responsibilities of managing their assigned client leads, deepening existing relationships, develop new relationships, and working closely with partners across the retail branch network.
• Leads, develops and coaches team by providing direction, support, and guidance, resolving issues, planning and leading team meetings, fostering a performance-oriented environment, recognizing success, identifying sales opportunities, and strategically influencing internal partners.
• Contribute to the achievement of the highest rating in NPS among customers of all the major banks in Canada.
• Assist with the development and refinement of the virtual advice model to generate incremental business, client and Advisor value.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed