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Form of workRequisition ID: 192098
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
As a member of your branch team and working in close partnership with the branch sales and service team, you are responsible for contributing to the overall success of the branch by leading a multidisciplinary team of sales and service professionals, while sustaining operational efficiency and effectiveness through monitoring daily, monthly, and annual, controls, adhering to the Bank's guidelines, policies, procedures and compliance. The incumbent is responsible for the collective goals of their team, including specific objectives around the quality and timeliness of processing input, resolving customer inquiries, other objectives related to teamwork, customer service standards and personal development. Supervising the Assistant Managers and Team Leads and facilitate the development of their functional skills and behavioural competencies through coaching and skill building sessions. Contributing to the provision of human, straightforward and knowledgeable service through your daily interactions to foster a relationship of mutual trust and confidence with our customers and other
employees.
Accountabilities
Lead and develop the retail sales team by:
o Supporting and executing advice, sales and service management activities
o Embracing and championing change management initiatives by ensuring clear communication with all employees
o Providing direction, guidance and support to team members, resolving issues and facilitating collaboration with Branch partners
o Taking full responsibility for assigned households
o Planning and leading Branch leadership activities in accordance with the Branch Management Disciplines
o Coaching and developing direct reports; overseeing the development of the Branch team
o Recognizing and rewarding success and managing non-performance
o Developing and obtaining agreement on individualized personal development plans for all direct reports
o Managing Branch workloads, including the assignment of customer relationships
Responsible for ensuring customer service is provided in a manner consistent with the Service Basics and Resolving Customer Concerns procedures, to attain overall customer satisfaction and ensure the proper
application of charges and collection of revenues related to the aforementioned departments/services, as well as the effective management of assigned human, financial and other resources by:
o Executing service management activities
o Providing direction, guidance and support to team members
o Recognizing and rewarding success and managing non-performance
o Developing and obtaining agreement on individualized development plans for all direct reports
o Recruiting, hiring and promoting team members in accordance with standard Bank policies
Assist with the development and implementation of measures to ensure customer service is consistent with Service Basics by:
o Ensuring employee performance with customers is courteous, responsive and accurate;
o Ensuring employees acquire and maintain appropriate knowledge of relevant retail/small business products;
o Ensuring employees maintain the confidentiality of Bank and customer information;
o Ensuring employees assume full responsibility for all customer inquiries/concerns/complaints directed to them by resolving those matters within their discretion to the customer's satisfaction or
by referring the customer to the appropriate source, as set out in the Resolving Customer Concerns.
o Reviewing/preparing correspondence relative to customer/external inquiries.
Effectively manage and develop employees in order to ensure procession objectives such as high productivity, good customer service, etc., is maintained by:
o Ensuring that employees are well organized, sufficiently trained, cross-trained to do the job, developed to their potential and deployed in a manner that permits a cost efficient and effective processing operation;
o Evaluating the performance of immediate subordinates as well as monitoring the evaluation of other employees
Manage and minimize the Bank's exposure to risk by:
o Ensuring branch compliance with regulatory activities and guidelines including Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, Know Your Customer, CDIC, Occupational Health & Safety.
o Complete daily & periodic monitoring activities (e.g., review of the Support Package) as required, conforming compliance with bank policies and effective risk management is in place.
o Back up the Retail Compliance Manager - Audit of retail compliance package daily in the absence of the Retail Compliance Officer, utilizing the streamlined MCS review process.
o Ensuring strict adherence to Bank security procedures, including assigned authorities and limits.
o Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to Senior Manager, Retail Banking and/or the Director, Retail & Professional Banking, and/or District Vice President and/or Chief Compliance Officers and/or Shared Services Department, as appropriate.
Reporting Relationships: Branch Director, Scotia Plaza
Dimensions
o 5 Direct Reports (teams supporting both Sales and Service)
o Incumbent manages a team within a large, busy and complex branch which services larger than normal transactions and volumes.
o The individual is exposed to a high level of processing which requires a specialized knowledge base.
Education / Experience
o The incumbent requires a detailed knowledge of retail products and services to meet customers' financial needs across the four cornerstones. To complement this knowledge an understanding of personal financial planning is required.
o Effective sales management skills are essential, along with the ability to influence and motivate others. The incumbent must set a positive example of change and encourage others to do the same.
o A high degree of flexibility is required to adapt to a wide variety of tasks and functions. Strong PC skills are essential as the incumbent uses a PC for a variety of sales, sales management and customer correspondence activities.
o He/she must be able to effectively articulate their views to team members, customers and prospective customers. Strong verbal communication skills are essential.
In particular, the following functional competencies are required:
o Expert knowledge of applicable Branch systems (i.e. Sales Builder, Intralink, Branch RIS, etc)
o Thorough knowledge of sales management activities and techniques;
o Thorough knowledge of marketplace in which the branch operates
o Thorough knowledge of Retail products and services, including a working knowledge of systems, routines and operating procedures;
o Thorough knowledge of interviewing, solicitation and telemarketing techniques;
o Thorough knowledge of negotiating techniques;
o Thorough knowledge of retail credit risk/adjudication policies and processes;
o Thorough knowledge of regulatory compliance related to Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, Know your Customer requirements, CDIC and Occupational Health & Safety
o Thorough knowledge of Mutual Funds Compliance Officer responsibilities, processes and guidelines
o Thorough knowledge of people and performance management techniques;
o Thorough knowledge of branch routines and operating procedures;
o Working knowledge of products and services provided by the Bank's specialized sales forces and other delivery channels such as Wealth Management, the Mortgage Sales Force etc
o Working knowledge of competitor offerings;
o Working knowledge of Shared Services processes.
External education and/or licensing prerequisites:
o Licensed to sell mutual funds
o Successful completion of the CIFP Financial Planning Diploma or Bank recognized equivalent
o Satisfy education requirements to act as Branch Compliance Officer
Working Conditions
o Work in a standard office-based environment;
o Position is primarily non-physical. There will be some shifting of furniture, lifting stationery, voucher boxes.
o Some responsibilities are cyclical and most deadlines and time constraints are predictable. However, heavy volumes on certain months and the pressure of getting new banking connections/business up and running in short time frames can lead to pressure and job stress.
o Generally, this position requires some need to concentrate on special factors such as customer discussions and reviewing the Support Package.
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.
