Senior Manager, Client Segment & Experience - 18 Month Contract

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Business Banking team is a high-performing team focused on delivering the best solutions and customer service for business customers. Reporting to the Director, Client Experience and Partnerships, the Senior Manager is responsible for the development and execution of customer segment-specific strategies. This position will collaborate with stakeholders across Business Banking to identify priority customer segments, understand their needs, inform current state journeys/pain points, influence future state journeys and implement initiatives to drive acquisition and primary relationships with various stakeholders across the Bank. In addition, this role will bring a focus on the external landscape and evolving customer expectations.

Requirements

Development and execution of customer segment-specific strategies
Collaboration with stakeholders across Business Banking
Identification of priority customer segments
Understanding customer needs
Informing current state journeys/pain points
Influencing future state journeys
Implementing initiatives to drive acquisition and primary relationships
Focus on the external landscape and evolving customer expectations
Data driven insights
Customer research
Market share analysis
Bank’s strategic priorities
Mapping current customer journeys (onboarding, fulfillment, servicing)
Evaluating Scotiabank’s value proposition and enablers
Maintaining repository of pain points or experience gaps
Interpreting Voice of the Customer feedback and behavioral data
Designing future-state customer journeys
Ensuring future-state customer journeys resolve pain points and create "wow moments"
Continuous improvement of customer journeys
Building and executing segment specific strategies with internal stakeholders
Driving Primary Client acquisition, primacy and retention
Leading strategic initiatives (market research, business case development, plan to execute)
Partnering with external and internal partners for execution
Cascading strategies to the front-line
Reporting on outcomes of segment-specific strategies
Identifying opportunities for improvement
Monitoring competitor actions
Benchmarking Scotiabank’s offering, experience, and performance
Leading and driving a customer focused culture
Understanding Bank’s risk appetite and risk culture
Ensuring effective and efficient operations
Adherence to Scotiabank’s Values, Code of Conduct and Global Sales Principles
Ensuring adequacy, adherence to and effectiveness of day-to-day business controls
Meeting obligations for operational, compliance, AML/ATF/sanctions and conduct risk
Building a high-performance environment
Implementing a people strategy (attract, retain, develop, motivate)
Fostering an inclusive work environment
Using a coaching mindset and behaviours
Communicating vision/values/business strategy
Managing succession and development planning

Responsibilities

Responsible for the development and execution of segment specific strategies and programs targeting the acquisition and retention of clients across Business Banking
Prioritize customer segments based on data driven insights, customer research, market share, and the Bank’s strategic priorities
Map current customer journey across onboarding, fulfilment and servicing; perform evaluations on Scotiabank’s value proposition and enablers, and maintain repository of pain points or experience gaps
Interpret various Voice of the Customer feedback and behavioral data to design future-state customer journeys
Ensure future-state customer journeys resolves customer pain points and bring to life potential “wow moments” across all channels
Continuously improve customer journeys based on evolving customer needs and competitive landscape
Responsible for building and executing segment specific strategies with internal stakeholders to drive Primary Client acquisition, primacy and retention
Responsible for leading various strategic initiatives, including market research, business case development, and plan to execute
Responsible for the execution of strategic initiatives by partnering with external and internal partners
Cascade strategies to the front-line and ensure it is easily understood and actionable
Report on the outcomes of segment-specific strategies and their contribution to customer growth, customer satisfaction, profitability, and other key metrics
Continuously identify opportunities to improve and augment on-going initiatives to drive better results
Monitor competitor actions related to priority customer segments and benchmarking Scotiabank’s offering, experience, and performance
Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
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.