Senior Manager, Client Services

Scotiabank • Mississauga, ON

1d • Onsite

About The Position

Leads and oversees the Client Services, Payments group in Canada, ensuring business strategies, plans, and initiatives are executed and delivered in compliance with governing regulations, internal policies, and procedures. This role is responsible for a unit that oversees the output of high-quality and accurate client data as it relates to payment requests for the Corporate and Commercial portfolios.

Requirements

• Post-Secondary Education (Business Degree preferred) and/or 5 to 7 years equivalent work experience in Financial Services or related industry
• Effective and proven leadership, relationship building, strategic influencing and change leadership skills of a minimum of 3 years managerial experience.
• Experience in leading customer focused teams
• Through time-management skills
• Thorough knowledge of business credit as it applies to Commercial and Corporate Banking’s policies & procedures.
• Working knowledge of the Bank’s compliance requirements for business banking.
• Strong decision making, problem solving, and relationship management skills
• Strong Communication (written and verbal) and organizational skills

Nice To Haves

• Thorough knowledge of payment requests as they relate to wires, certified cheques, bank drafts, foreign currency, SWIFT, Sanctions, AML, etc.

Responsibilities

• Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Leads the Client Service team supporting existing clients by ensuring service requests or tasks are completed accurately and within Service Level Agreements (SLAs), being accountable for takeover and ensuring proper controls are in place for audit purposes.
• Contributes to the overall Client Pulse score by championing opportunities to enhance the client experience.
• Liaises with designated Retail Branch, Commercial & Business Banking Operations employees, and other Commercial and Corporate banking partners as required, including acting as an escalation point of contact.
• Balances short and medium-term priorities to address resource and operational challenges.
• Provides leadership support to employees and supports the Bank’s Performance Management processes by taking accountability for planning and coaching when executing end-to-end delivery of all programs or operations managed, focusing teams on continuous improvement.
• Identifies unit goals and objectives that are aligned with the Bank’s business priorities.
• Coaches and leads others to identify and drive business, service, program, and process improvements.
• Supports the team’s career development planning activities and creates succession plans for the unit.
• Uses in-depth knowledge about all Corporate and Commercial Banking, as well as applicable compliance and regulatory requirements, to ensure appropriate controls are in place to drive operational excellence and profitable relationships while mitigating risk.
• Responsible for teams that can have direct client contact and/or are charged with providing high-quality and accurate output through the execution of incoming payment requests and day-to-day client banking transactions.
• Assumes responsibility that the preparation and execution of transactional requests are in accordance with authorizations within internal officer limits or external client approvals.
• Understands 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, 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 vision/values/business strategy and managing succession and development planning for the team.
• Performs other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree