Requisition ID: 264094 Purpose The Manager, Commercial Onboarding team contributes to the overall success of Compliance Canadian Commercial Banking (CCB)'s adherence to Client Due Diligence (CDD), Know Your Client (KYC) standards and document review, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies, targets and objectives. Ensure all activities conducted follow governing regulations, enterprise policies and business procedures. The Manager will work closely with a team and is responsible for the day-to-day oversight and supervision of the team that processes end-to-end Onboarding, KYC Refresh, Non-AML Terminations, and other applicable KYC activities for CCB clients, such as Business Banking Client Portal (BBCP)/Client Profile Information (CPI) documentation completion and fulfillment activities. This role involves collaboration within the Commercial Onboarding Team (COT) and engaging with CCB Bankers, internal partners, and directly contacting clients, Subject matter knowledge and open communication with the COT team and internal partners will ensure the timely resolution of issues within the scope of their team's responsibilities. The Manager works closely with other Managers to coach and guide staff relative to the achievement of departmental goals and objectives, as well as in providing an exceptional client experience. Accountabilities: Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. Oversee the team responsible for executing Onboarding, KYC Refresh, Non-AML Terminations and other KYC activities for CCB: • Manage the completion of the team's cases in line with established processes and procedures • Prepare management reporting (e.g., productivity reporting), rebalance workloads as needed and share best practices • Manage tight deadlines and change priorities that must be accommodated from time to time • Maintain a good understanding of the CCB business unit's products and services • Manage and lead team huddles to help resolve issues and raise concerns impacting timely remediation of accounts and case completion • Assist with escalated issues and/or concerns immediately to ensure they are addressed and resolved in a timely manner, further escalating to your supervisor as required • Work directly with clients, Bankers, Business Banking Operations (BBO) and the necessary Bank partners to gather the necessary information as required • Coach, mentor and provide feedback to staff to ensure quality standards and expected performance results are met, such as client inquiries/complaints and offering solutions as required • Perform second-level review when required, such as for complex or non-standard structures Ensure Operational and Service Excellence as well as Compliance by: • Maintain a thorough knowledge and understanding of current KYC/Anti-Money Laundering (AML) policies, CCB business units, products and services, and BBCP/CPI documentation requirements • Train staff on their job responsibilities, ensuring adherence to the Bank's requirements • Ensure the team adheres to all regulatory activities and guidelines including Privacy, AML/Anti-Terrorist Financing (ATF) and KYC policies, and all departmental guidelines for the storage, access, and delivery of client/Bank documents • Demonstrate professionalism and commitment to proactively adhere to established SLAs and where not possible, develop plan for communication to partners and advise/consult with Manager as appropriate • Ensure every client experience is consistent with Scotiabank's service standards and client concerns are resolved quickly and efficiently, escalating when required • Ensure authentication of clients prior to the release of information • Understand 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 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, 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 • Champions a high-performance environment and contributes to an inclusive work environment • Provide guidance on accurately identifying higher-risk industries/individuals (e.g., PEPs, Sanctions etc.) and ensure case is escalate through the proper channel when necessary, and accurately dispositioning alerts (eg. Name Screening, Media Search, Demarkets) Contribute to the overall business objectives of CCB: • Work closely with the Canadian Banking AML Team to complete KYC/AML remediations of existing CCB portfolios, if required within established timelines • Assist with ensuring the department is taking responsibility for and ensuring successful KYC/AML of new and existing clients by effectively partnering with Bankers, BBO and EDDU • Provide superior service and support to the business units as an KYC/AML Subject Matter Expert • Ensure department is conducting detailed document reviews for BBCP/CPIs and supporting documents if necessary - ensuring all documentation meets the specifications stipulated by the Bank's Enterprise-Wide KYC Policy Effectively manage and develop within the department to meet operationalrequirements: • Ensure strict adherence to Bank security and control procedures for client information, data, access to systems and documents • Responsibility for the overall output and results of the Team, ensuring SLAs are adhered to • Assist with providing knowledge sustainment by conducting training and skill building sessions for the department • Assist with the co-ordination and implementation of training programs as they relate to product knowledge and departmental objectives • Being tolerant, offer objective, sensitive, supportive feedback to develop employees to their full potential Reporting Relationships: Primary Manager Senior Manager, Commercial Onboarding Team Direct Reports: Client Onboarding Specialist (COS), Commercial Onboarding Team Education / Experience / Other Information: • Business Undergraduate Degree • Experience working in a high volume team environment • Experience managing an operational team preferred • Thorough knowledge of the Bank's KYC and AML policies & procedures Working Conditions: • Work in a standard office -based environment , non -standard hours are a common occurrence • Limited travel In addition to French, the successful candidate must also have sufficient knowledge of English, as the work involves interacting and collaborating regularly with groups and individuals based in Toronto, as well as constantly interacting with other people, including clients, who speak English, locally and elsewhere. Location(s): Canada : Quebec : Montreal