Scotiabank

Manager, Client Service - Payments

Scotiabank • $75K — $95K *
Mississauga, ON L4T 0A1In-Person
Finance & Insurance
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Post-Secondary Education (Business Degree preferred) and/or 3 years equivalent work experience in Financial Services or related industry.
  • Minimum 2 years leadership experience.
  • Proven customer service skills with adaptability to changing environments.
  • Thorough knowledge of business credit policies for Commercial and Corporate Banking.
  • Working knowledge of compliance requirements for business banking.
  • Strong decision-making, problem-solving, and relationship management skills.
  • Excellent written and verbal communication and organizational skills.

Responsibilities

  • Lead and nurture a customer-focused culture to enhance client relationships.
  • Resolve escalated client inquiries and ensure high levels of customer satisfaction.
  • Ensure team adherence to Operating Performance Commitments (OPCs) and audit controls.
  • Champion opportunities to improve customer experience and Pulse Score.
  • Collaborate with various departments and act as an escalation point.
  • Manage performance processes, coach employees, and align objectives with business goals.
  • Drive operational excellence by maintaining compliance and mitigating risks in team activities.

Benefits

  • Inclusive culture emphasizing Diversity, Equity, Inclusion & Allyship.
  • Commitment to accessibility and workplace accommodations.
  • Opportunities for upskilling, online courses, and tuition assistance.
  • Competitive Rewards program with bonuses, flexible vacation, and benefits from day one.
  • Engagement opportunities through community programs and contests.
Full Job Description
Requisition ID: 258371

The Role:

Leads and oversees the servicing of a Client Service team in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. He/she is responsible for a team that oversees the output of high quality and accurate client data as it relates to transactional activities for the Corporate and Commercial portfolios.

Is this role right for you? - In this role you will:
  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Provides excellent customer service by taking responsibility for escalated client and partner inquiries, concerns, or complaints and resolving matters accurately and promptly. Demonstrates professionalism and commitment to achieving the highest level of client satisfaction.
  • Ensuring the team(s) adheres to the established Operating Performance Commitments (OPC), is accountable for takeover and that proper controls are in place for audit purposes.
  • Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
  • Liaising with designated Retail Branch, BSC employees, and other Business Banking Partners as required, including acting as an escalation point of contact.
  • Manages employees and provides the Bank's Performance Management processes by:
    • Coaching employees by focusing on functional/behavioral skills in order for goals and objectives to be met.
    • Ensuring the established Operating Performance Commitments (OPCs) are met which creates positive experiences for our clients and Banking Partners
    • Coaching team(s) to execute against cascaded operational objectives
    • Cascading organizational objectives and leading others to deliver business and operating results
    • Supporting team in implementation of various projects (including pilots and "test & learn").


  • Uses his/her in-depth knowledge of Corporate and Commercial Banking, as well as applicable compliance and regulatory requirements, to ensure appropriate controls are in place to drive operational excellence and profitable relationships all while mitigating risk.
  • Responsible for teams that have direct customer contact an are charged with providing high quality and accurate output through the execution of client requests in one of three focus areas:
    • Payments i.e. certified cheques, wires, bank drafts, foreign currency etc.
    • Investments i.e. investment purchases, redemptions, withdrawals etc.
    • Day to Day i.e., indexing, inquiries, investigations etc.


  • Assumes responsibility that the preparation and execution of transactional requests are within internal officer authorization limits or according to external client approvals.
  • 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 Scotiabank Code of 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 vision/values/business strategy and managing succession and development planning for the team.
  • Perform other related duties as assigned.


Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:
  • Post-Secondary Education (Business Degree preferred) and/or 3 years equivalent work experience in Financial Services or related industry.
  • Minimum 2 years leadership experience.
  • Proven customer service skills, as well as flexibility to adapt to changing environments and priorities
  • Thorough knowledge of business credit as it applies to Commercial and Corporate Banking's policies & procedures.
  • Working knowledge of the Bank's compliance requirements for business banking.
  • Strong decision making, problem solving, and relationship management skills.
  • Strong Communication (written and verbal) and Organizational skills.


What's in it for you?
  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
  • Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
  • Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
  • Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, Humans of Digital and much more!


Location(s): Canada : Ontario : Mississauga

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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