Team Lead Administration & Collections Support, Montreal, Qc

Requisition ID: 196799
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Leads and oversees the Administration and Customer Support department of Scotia Dealer Advantage in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Accountabilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Manages the administrative processing for the department according to procedures and practices by: confirming that work is prepared including reviewing and assessing the service status of various changes to loan terms, conditions, buyouts, or other administrative matters; conducting periodic verification of administrative functions and reports; monitoring and following up unusual or unauthorized items and escalating or coordinating resolutions as required; ensuring specific disciplines of the department are current and relative, e.g. basic skip search, payment arrangements on low risk accounts, credit reporting, insurance, government, compliance, and/or regulatory requirements.
• Ensures records are maintained and monitored to identify and take action on unusual or irregular activity in accordance with standard practices and established procedures or policy by: ensuring regular procedures are performed and statements, letters or other reporting is produced as required for customers, government agencies, or other parties; analyzing and reviewing overall customer service data, trends or information from various sources; investigating causes, identifying issues, resolving within own authority levels, and recommending proposed corrective action.
• Provides coaching and mentoring of team members and supports recruitment by: evaluating the performance of team members, providing timely feedback on performance and taking remedial action where required; assisting with the recruitment, strategy, hiring and promoting team members in accordance with standard Bank policies of new team members.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which his/her team 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.
• Builds 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.
• Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels by: acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize loss and secure the Bank's position; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.

Education / Experience / Other Information

• Strong organizational and time management skills; the ability to prioritize, allocate and monitor workload; using sound judgment to address problems and discrepancies.
• Proven interpersonal and communications skills to successfully conduct operational activities, and influence others to become operationally effective.
• A high degree of flexibility is required to adapt to a variety of tasks and functions.
• Strong PC skills are necessary as the incumbent uses a PC for a variety of operational, service management and related activities.
• Thorough knowledge of daily and periodic department routines, procedures, policies and workflows, including, AML/ATF/KYC, and Privacy regulations.
• Thorough knowledge of SDA's products, services, and operating systems.

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English & French because they will serve English-speaking clientele.

Location(s): Canada : Quebec : Montreal
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.