Senior Manager, Business Process Management & Downturn Readiness

Scotiabank • Toronto, ON

1d • Hybrid

About The Position

This role contributes to the overall success of Canada Collections by providing end-to-end ownership of business process management, operational readiness, and frontline client support enablement. The role ensures that Collections processes are clear, consistent, audit-ready, and scalable, particularly during periods of increased volume, operational stress, or heightened regulatory scrutiny. The Senior Manager materially reduces non-core workload from frontline teams by centralizing accountability for process governance, knowledge management, and change sustainment, enabling Advisors and Team Leaders to remain focused on effective, compliant collections and client engagement.

Requirements

• Bachelor’s degree in business, Finance, Operations, or a related field, or equivalent relevant experience.
• Minimum 8 years of progressive experience in operations, business process management, risk/compliance, or performance improvement within a regulated environment.
• Demonstrated leadership experience managing managers and/or complex, multi-disciplinary functional teams.
• Strong background in process governance, change enablement, and operational readiness, including execution in periods of heightened risk or change.
• Experience partnering with Risk, Compliance, and Audit functions; regulatory exposure strongly preferred.
• Proven leadership capability with the ability to work autonomously and collaboratively in a matrixed environment.
• Advanced communication skills (written, verbal, and presentation), with the ability to tailor messaging and materials to a wide range of audiences, including senior leadership.
• Highly developed interpersonal skills: self-starter with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Demonstrated ability to build trusted relationships, influence without authority, and drive consensus across diverse key partner groups.
• Strong active listening and empathy skills, with the ability to support teams through periods of change.
• Proven ability to balance strategic thinking with operational execution, make sound decisions, and manage competing priorities.
• Ability to engage and negotiate effectively with key partners at all levels of the organization.
• The Senior Manager is expected to exercise a high degree of independent judgment and discretion with respect to liaising, partnering, and leading the group and other business line partners and within the context of approved budgets, authorities and Bank policies.
• The position works under the general direction of and receives strategic direction from the Director.

Responsibilities

• Own and evolve Collections processes to ensure clarity, consistency, standardization, and regulatory alignment across all portfolios, including SDA.
• Establish and maintain process governance frameworks (Evergreen), including version control, documentation standards, and approval routines.
• Partner with internal and external partners where required to identify gaps, support remediation, and strengthen control effectiveness.
• Translate complex regulatory, policy, and audit requirements into advisor-friendly, executable processes and guidance (job aids).
• Lead Collections downturn readiness by developing and maintaining risk-based playbooks, readiness frameworks, key risk indicators, and execution guides.
• Support consistent execution during periods of heightened scrutiny, ensuring controls, processes, and frontline guidance remain current and effective.
• Provide single-point accountability for a Collections-wide knowledge management ecosystem, including The CURE and related repositories.
• Reduce duplication and fragmentation across documentation, job aids, and process artifacts.
• Ensure knowledge assets are accurate and current, easily accessible, and aligned to frontline workflows.
• Strengthen advisor confidence and consistency in client interactions through clear, timely, and practical guidance.
• Ensure changes are sustained and communicated to key support partners and teams impacted.
• Support effective rollout of strategic initiatives by ensuring process readiness and frontline enablement are addressed upfront.
• Lead and develop a team of Managers and Specialists responsible for BPM, knowledge management, and client support enablement.
• Set clear priorities, expectations, and performance objectives aligned to business and regulatory needs.
• Foster a culture of accountability, continuous improvement, and risk awareness.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursue effective and efficient operations of the 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.
• Champion a high-performance environment and implement 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.

Benefits

• 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 - opportunities for community engagement & belonging with our various programs such as hackathons, contests, Humans of Digital and much more!

What This Job Offers

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