Senior Manager, Frontline Effectiveness

Scotiabank•Toronto, ON

1d•Onsite

About The Position

The Senior Manager, Frontline Effectiveness is responsible for leading strategies, processes, and support models that enable a consistent and seamless experience for frontline Wealth teams. This role provides service and operational support to Advisory teams and partners with business leaders, and cross-functional teams to identify improvement opportunities, implement scalable solutions, and strengthen the infrastructure that helps frontline teams deliver a consistent and client-focused experience. This role contributes to the overall success of Scotia Global Wealth Management by ensuring specific individual goals, plans, and initiatives are executed & delivered in support of the team’s business strategies and objectives, ensuring all activities conducted are compliant with governing regulations, internal policies, and procedures.

Requirements

A University degree with a minimum of 5 years’ related experience
In-depth knowledge of the wealth management business, operational processes, client journeys, and regulatory environment
The ability to challenge the status quo and develop innovative solutions
A solid understanding of strategic and operational aspects of wealth management and inter-related business line partners including policies, procedures, operational processes, systems, and technology
The ability to manage many concurrent high priority activities and requests and are highly organized
Strong co-ordination, strategic influencing, and people management skills, to facilitate strong teamwork and co-ordinated execution of multiple deliverables
Strong leadership, influencing, and relationship-management skills, with a proven ability to engage and lead large, cross-functional working teams effectively
Exceptional problem-solving and analytical skills, with demonstrated ability to discern patterns and insights from research and data and focus on critical business issues.
Excellent verbal and written communication skills, including developing effective presentations
Proficient PC skills, including Word, PowerPoint, Excel, Visio

Nice To Haves

Experience mobilizing and leading strategic initiatives is an asset

Responsibilities

Lead initiatives that strengthen service delivery, operational support, and consistency for frontline Wealth teams
Champion a client focused culture to deepen client relationships and leverage broader Wealth and Bank relationships, systems and knowledge
Collaborate with Operational teams and support partners to identify added value support model structure and deliver consistent service delivery across support functions
Identify and implement continuous improvement opportunities to streamline end-to-end processes, enhancing client, advisory and employee experiences
Develop strategic recommendations and target-state solutions by conducting research, analyzing data, challenging existing processes and models
Analyze support processes, workflows, and performance data to identify service gaps, inefficiencies, and opportunities for improvement
Develop and monitor key performance indicators (KPIs), service metrics, and reporting to measure effectiveness, responsiveness, and impact
Influence change management efforts related to new processes, systems, and support models that affect frontline teams
Collaborate with operations, technology, training, and other partner teams to ensure frontline teams receive effective and timely support
Lead projects focused on service enablement, operational excellence, and improving the overall frontline support experience