Senior Manager, Customer Reach & Adoption

Requisition ID: 195708
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Scotiabank's Digital Transformation has a clear and well-supported mandate to transform the way banking technology is delivered, by reimaging the customer experience, fostering innovation to deliver new digital value propositions and enabling our teams to drive significant changes across the organization and for our customers.

Communicating with our customers in a real time, digital, and cost-effective way are crucial to providing the best servicing and the ability to deepen customer relationships. Customers wish to interact with Scotiabank in the manner of their choosing and want to bank with us in their channel of choice. Our job is to provide that choice. By joining the team, you will make an impact on our customers, our employees, and our shareholders.

Under the guidance of the Director, Digital Citizenship, you'll be accountable for helping to drive the strategy and managing the identification and implementation of programs focused on increasing Customer Reach and customers' Digital Adoption and Engagement.

Is this role right for you? In this role, you will:

• Lead and grow the Customer Reach program. Customer Reach includes expanding the number of customers we can communicate with and the multitude of ways in which we can (email, text, phone, etc.). The candidate will work cross functionally with various partners and inputs to deliver on key metrics related to these programs.
• Work with all channel and product partners on various initiatives from marketing to process and system improvement. Digital Adoption and Engagement is ensuring customers are aware of Digital Banking capabilities, registering for Digital, and driving customers' simple service transactions to digital when appropriate.
• Lead a high performing team that is able to create prioritization and execute on them, including data analysis and executive communications
• Be comfortable with and have the ability to break down strategic problems, analyze and assess data sets to identify areas of opportunity for our programs
• Support the Director in creating long-term strategy, business casing, and driving awareness of our programs including but not limited to change management, communications, marketing, and program management.
• Demonstrate understanding of topics such as customer segmentation, finance, technology, regulations, reporting, retail operations, amongst others
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions
• Ensure alignment for strategic approach through pro-active relationship management with key stakeholders, including Digital Banking, Retail Banking, Branch and Call Centre partners, and other Business Line stakeholders
• Monitor and track project scope and progress throughout the project lifecycle to deliver the expected project outcomes within agreed-upon time, cost, and quality parameters
• Work in close collaboration with stakeholders. Conduct project management activities for assigned project/s (technical and/or business) often involving multiple functions and stakeholders
• Continuously pursues effective and efficient operations of the 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.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• 5 - 7 years of digital, strategy, or marketing experience, financial services experience an asset
• Strategic Thinking and Influencing skills; Strong planning skills, ability to discern research information, industry trends, & data to focus on critical business objectives
• Strong Leader and People Management Experience; Enthusiastic, hard-working, thorough, inclusive and results-oriented; Ability and desire to help others thrive in a dynamic team-oriented environment
• Experience with digital transformation and strategy initiatives
• Experience with data, data analysis, and KPI reporting
• Relationship management skills including, influencing senior executive decisions
• Deep passion in first class customer experiences and innovation
• Detail-orientation and strong organizational capabilities with proficiency in Excel and Strong power point skills to build strategic decks
• Excellent verbal and written communication skills, ability to communicate on a broad spectrum (from deep technical discussions to high level executive vision)
• Experience in facilitation and fact-based problem solving to resolve complex issues and drive actionable outcomes
  

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.