Senior Manager, Service Migration & Digital Enablement

Scotiabank•Toronto, ON

3d•Onsite

About The Position

Contributes to the overall success of the Operational Excellence team within Channel Performance, Canadian Banking, ensuring individual goals, plans, and initiatives are executed in support of business strategies and objectives. Reporting to the Director, Operational Enablement & Service Effectiveness, this role leads the strategy development and execution of initiatives that advance digital enablement, increase simple service migration, and build awareness and adoption of digital capabilities across assisted channels at scale (Branch, Client Experience Centre, Virtual Advice). The role also supports sustained behaviour change within frontline teams to strengthen client and employee experiences and free capacity for teams for more complex, advice based conversations. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Requirements

Undergraduate degree in Business, Economics, or a related field, or equivalent practical experience.
7+ years of progressive experience in financial services, retail banking, digital banking, or a related environment, including exposure to assisted channels such as branch, contact centre, or virtual.
Creative and self-starting, with the ability to solve complex business problems, navigate ambiguity, and drive results across competing priorities.
Strong written and verbal communication skills, including the ability to develop executive-ready materials and tailor messaging for different audiences.
Experience developing strategy and leading cross-functional initiatives from concept through execution.
Proven ability to build strong cross-functional partnerships and influence stakeholders across frontline, management, and executive levels to drive alignment and outcomes.
Demonstrated experience leading or supporting change management initiatives across complex, multi-stakeholder environments.
Strong project management skills, including the ability to plan, coordinate, and deliver initiatives across multiple stakeholders, timelines, and dependencies.
Strong organizational skills, attention to detail, sound judgement, and the ability to manage and close competing priorities in a fast-paced environment.
Strong analytical and problem-solving skills, with the ability to translate data and insights into actionable business outcomes and performance measures.
Deep understanding of branch and/or client experience centre (CEC) operations, client journeys, and performance drivers across assisted channels.
Working knowledge of AI-enabled capabilities and emerging technologies, with the ability to assess applicability and support practical use in business processes and operating models.

Responsibilities

Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Lead the development and execution of strategies and initiatives that strengthen digital enablement, improve frontline effectiveness, and enhance client experience and operational performance across channels.
Lead or support initiatives that drive service migration for digitally available transactions, process and policy improvements, and employee capability for a sustained change in both client and employee behaviors at scale.
Partner across business, operations, customer experience, change management, and technology teams to advance priorities, solve problems, and support delivery.
Use data, insights, and performance measures to identify opportunities, inform decisions, and assess the impact of initiatives and programs.
Help identify, assess, and prioritize digital opportunities and initiatives based on business value, client and employee impact, feasibility, and alignment to strategic priorities.
Support the development of materials, communications, and engagement approaches that build awareness, understanding, and adoption of digital capabilities across frontline teams.
Design and implement change and engagement initiatives with key partners that support adoption of digital tools, capabilities, and processes, with sustainment of new ways of banking.
Support the development of key performance indicators and reporting frameworks to track digital adoption, simple service migration, and channel engagement outcomes.
Lead or support other team initiatives as prioritized/ required
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively 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.
Champion a high-performance environment and contributes to an inclusive work environment.