Requisition ID: 270895
Salary Range: -
Please note that the Salary Range shown is a guideline only. Salary offered may vary based on factors, including, but not limited to, the successful candidate's relevant knowledge, skills, and experience.
Purpose
Leads and oversees Client Service Product stream globally ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.
Responsible for defining and delivering the end-to-end Client Lifecycle Platform across Global Transaction Banking (GTB) and Global Wholesale Operations (GWO).
This role owns the strategy, roadmap, and execution of a unified servicing platform, transforming into a scalable, client-centric, and data-driven experience. The role is accountable for driving measurable improvements in client experience, speed to revenue, and operational efficiency through platform modernization and global standardization.
What You'll Do
• Leads and drives a customer focused culture throughout his/her team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Platform Strategy & Product Ownership
• Define and own the vision, strategy, and multi-year roadmap for client service across segments
• Act as the single point of accountability for platform outcomes, including adoption, performance, and business impact
• Prioritize platform investments aligned to GTB/GWO strategic goals and client needs
• Embed product management discipline across roadmap planning, backlog prioritization, and release delivery
End-to-End Client Lifecycle Transformation - Service
• Lead the redesign of servicing journeys to eliminate friction, duplication, and manual processes
• Establish a standardized, globally consistent client experience across segments, regions, and channels
• Enable a "single view of client" and unified case management model across the lifecycle
• Drive integration across sales, onboarding, product setup, and servicing workflows
Platform Delivery & Modernization
• Lead delivery of a scalable, integrated platform ecosystem (workflow, case management, client interaction, and data layers)
• Partner with Technology to deliver platform capabilities using agile and iterative delivery models
• Drive digitization, automation, and straight-through processing to improve efficiency and scalability
• Ensure global rollout readiness, including testing, adoption, and continuous enhancement
Data, Performance & Value Realization
• Establish and own KPIs across client experience, cycle times, platform adoption, and cost-to-serve
• Enable real-time visibility into servicing performance across regions and segments
• Leverage analytics to inform prioritization, track outcomes, and drive continuous improvement
• Ensure delivery of measurable business value tied to platform investments
Client Experience & Adoption
• Define and embed client experience standards, including transparency, responsiveness, and service levels
• Implement structured change management, communication, and training strategies to drive adoption
• Incorporate client, relationship manager, and operational feedback into platform enhancements
• Deliver sustained improvements in CSAT, NPS, and time-to-revenue
Executive Stakeholder Management
• Partner with senior leaders across Product, Technology, Sales, and Operations to align priorities and execution
• Serve as the primary interface to GTB and GWO leadership on platform strategy and delivery
• Drive cross-functional decision-making and resolve competing priorities at an enterprise level
• Represent the platform in executive governance forums
• 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 their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
What You'll Bring
• Undergraduate degree in Business, Finance, Technology, Engineering or related field. MBA or equivalent advanced degree preferred.
• 15+ years of experience in banking, payments, or financial services (Transaction Banking/Cash Management or Capital Markets preferred)
• Proven track record leading large-scale, enterprise-wide transformation or platform initiatives
• Strong product/platform leadership experience, including roadmap ownership and value delivery
• Deep understanding of client lifecycle processes (servicing, case management)
• Demonstrated ability to influence senior executives and lead in a complex, matrixed organization
• Experience managing global teams and multi-region delivery model
• Strong commercial, analytical, and strategic thinking capabilities
• Ability to lead a team of product managers and operate in an agile manner
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.
#Dallas
Location(s): United States : Florida : Tampa
