Manager - Business Banking Labs, Small Business

Requisition ID: 195514
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Contributes to the overall success of the Small Business Squads in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the Small Business strategies and business objectives. Ensures all activities are conducted in compliance with governing regulations, internal policies and procedures.

Key Accountabilities

• Leads the change management efforts for Scotia Business Hub (SBH) and across the Small Business Banking squads ensuring enhancements are well understood by all stakeholders and implementation of new features translate into maximum business value.

  • Develops a robust, inclusive communication plan for releases (including training, skill builds, news items, videos, internal social media posts), tailored to each audience and feature, as applicable

  • Partners with stakeholders to ensure continuity of messaging and communications throughout the customer journey

  • Oversees the execution of the communication plan; ensuring a timely launch for each audience

  • Actively collects feedback on the executed plan and implements enhancements based on the feedback

  • Leads/participates in training sessions with the field

• Manages the team that supports the SBH feedback loop from customers, advisors and partners and advocates for improvements to enhance stakeholder experiences and long-term business value.

  • Pro-actively seeks Advisor and Customer feedback, ensuring feedback gathering processes are easy to access/use and operationally effective

  • Identifies trends impacting the customer experience or increasing operational risk to the Bank

  • Validates the identified trend with partners, recommends design improvements and/or policy changes as applicable

  • Influences the Product Owners and squad leaders to implement enhancements based on level of urgency/risk and business value

  • Oversees execution of monthly reporting on feedback loop SLA's and KPI's

• Supports the Product Owners and Lab Leaders to ensure consistent operational effectiveness of the scrum teams.

  • Participates in scrum events to keep informed on upcoming releases and features being added to application

  • Coordinates and leads the Sprint Review event (weekly)

  • Supports adhoc communication and reporting requests on behalf of the Business Banking lab teams.

• 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 his/her 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.

• Champions a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team

Education and Other Requirements

• Required in depth knowledge of Small Business products and processes.

• Ability to adapt quickly to fast paced environment with changing priorities.

• Excellent analytical and project management skills

• Excellent critical thinking abilities

• Knowledge of GRM and Fraud Management requirements

• Experience with SBH and Small Business customers is an asset

• Effective communication and presentation skills

• Excellent Microsoft suite skills (Word, Excel, PowerPoint, Project)

Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.