Requisition ID: 262722
Purpose
Contributes to the overall success of the Client Success team within Global Transaction Banking (GTB) and Global Wholesale Operations (GWO), supporting Global Banking and Markets (GBM) globally, by ensuring oversight, coordination, execution, delivery of client onboarding and related strategic initiatives in support of enhancing the client onboarding experience and making it easy for clients to do business with Scotiabank. Manages client interactions with professionalism, urgency and superior service. Ensures that all activities are conducted in compliance with governing regulations, internal policies and procedures, and support business goals with a client-centric approach.
What you will be doing
• Management of the end-to-end onboarding process and relationship with Corporate clients for all onboarding items ensuring timely execution and resolution of issues to provide the client with a seamless and efficient experience.
• The role involves liaising with clients and all internal stakeholders involved in onboarding, including Relationship Managers, Sales, Credit, KYC, Documentation and Legal and managing the pipeline and priorities for those stakeholder teams ensuring the highest level of client satisfaction within Service Level Agreements (SLAs).
• Takes responsibility for escalated client and internal partner inquiries, concerns, or complaints and resolving matters promptly and accurately.
• Provides excellent client and partner service experience as measured by external customer and internal partner feedback, including direct oral/written feedback including Applause.
• Provides client onboarding updates to client coverage team members.
• Manages a client pipeline of onboards at different stages, co-ordinating amongst internal Scotiabank teams and clients. The volume and composition of the pipeline will evolve based on business needs.
• Supports preparation and presentation of monthly client onboarding metrics for senior management teams.
• Develops and maintains an excellent knowledge and understanding of the GBM and IB products/services.
• Adherence to established Service Level Agreements (SLAs) and escalation protocol.
• Champions a client focused culture to deepen client relationships.
• Understands 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 Code of Conduct.
• Contributes to a high-performance environment and fosters an inclusive work environment, supporting the vision/values/business strategy for the team.
• Client Success supports Corporate clients within GBM.
• Ability to manage several priorities often with a high degree of urgency.
• Responsible for the end-to-end oversight and coordination of top tier Corporate onboarding clients globally.
• Analytical thinking required to address complex problems and issues and determine appropriate solutions.
• Strong communication skills required, ability to communicate issues and concerns effectively and concisely.
• Excellent organization and time management skills required to satisfy the needs of the Corporate client segment, often with competing priorities and timelines.
• Ability to build relationships and establish trust.
• Thorough knowledge of related regulatory requirements (such as FATCA, AML, KYC, CDIC, and Privacy legislation).
• Knowledge for GBM/IB products including Cash Management, Trade Finance, Global Capital Markets and Lending.
• Volumes of clients covered are medium-high.
Client Relationships
• Single point of contact for clients throughout their relationship lifecycle for applicable onboarding items pre and post go-live.
• Manage the coordinated completion of all onboarding items (requires working with the Relationship Managers, Sales, Credit, KYC, Documentation, Legal and Operational teams) with a focus on ensuring superior client experience.
• Identify inefficiencies and provide feedback to improve the client experience in real-time and make recommendations to improve processes to continue to enhance the client journey experience.
Key Partnerships
• Collaborate with GBM front office teams and senior internal stakeholders to support customer needs and deliver business goals.
• Build strong working relationships with various teams across Corporate Banking, who own the client relationships, and hold regular meetings and provide updates to those desks, including desks heads and GBM business managers.
• Manage the coordination between internal teams, ensuring adherence to deadlines, targets and escalations, as required.
• Provide feedback to internal partners including Technology, Client Insights and Analytics, Global Data Operations and others to identify and support the execution of initiatives to streamline processes associated with the client journey experience.
What you bring
• Post-Secondary Education or a minimum of 2 years of relevant working experience in Financial Services or related industry
• Excellent client focus and extensive experience working with clients
• Experience onboarding and/or Servicing Corporate clients preferred
• Knowledge of business policies & procedures, products & services, and security & collateral documentation
• Implementation experience in the setup and execution of corporate accounts, products & services, and loan/funding
• Strong communication and organization skills
• Experience managing internal relationships with business desks and senior stakeholders
• Strong communication (written & verbal) and organizational skills
• Knowledge of Microsoft Office (Teams, Excel, Word, and Outlook)
Working Conditions
• Work in a standard office-based environment; non-standard hours are a common occurrence.
#LI-Onsite #GTB
Interested?
If your experience is closely related but doesn't align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!
What's in it for you?
Scotiabank wants you to be able to bring your best self to work - and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.
Location(s): Canada : Ontario : Toronto
