Scotiabank

Manager, Retail Virtual Advice Delivery

Scotiabank$90K — $110K *
US-AnywhereRemote in Calgary, AB
Finance & Insurance
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of leadership and sales management experience.
  • Strong understanding of mortgage industry dynamics and customer retention strategies.
  • Proven ability to coach and develop high-performance teams.
  • Excellent communication and facilitation skills.
  • Familiarity with telemarketing techniques and relationship building.
  • Knowledge of regulatory compliance frameworks.
  • Proficiency with branch systems and credit risk processes.

Responsibilities

  • Drive a customer-focused culture to enhance client relationships.
  • Lead a team of Virtual Mortgage Retention Specialists in managing client leads.
  • Provide coaching and support to enhance team performance.
  • Contribute to achieving top Net Promoter Scores among Canadian banks.
  • Refine the virtual advice model to increase business value.
  • Ensure adherence to the Bank's risk and compliance standards.
  • Create a high-performance work environment that fosters growth and inclusion.

Benefits

  • Inclusive work environment promoting diversity and belonging.
  • Comprehensive coaching and professional development programs.
  • Opportunities for career advancement within the organization.
  • Access to health and wellness resources.
  • Engagement in a collaborative team culture.
Full Job Description
Requisition ID: 267143

On-site position, located at 225 6th Ave SW, Calgary. Hours of operation are 10:00am - 8:00pm with Saturdays on rotation.

The Manager, Virtual Advice will provide direction, support and coaching to a team of Virtual Mortgage Retention Specialists, supporting the overall success of the Bank's mortgage retention and relationship-deepening efforts in a manner that is aligned to the overall Canadian Banking Strategy while developing a customer-focused sales culture.

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.
  • Leads and manages a team of Virtual Mortgage Retention Specialists in their responsibilities of managing their assigned client leads, deepening existing relationships, develop new relationships, and working closely with partners across the retail branch network.
  • Leads, develops and coaches team by providing direction, support, and guidance, resolving issues, planning and leading team meetings, fostering a performance-oriented environment, recognizing success, identifying sales opportunities, and strategically influencing internal partners
  • Contribute to the achievement of the highest rating in NPS among customers of all the major banks in Canada.
  • Assist with the development and refinement of the virtual advice model to generate incremental business, client and Advisor value
  • 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.


Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

  • Proven leadership, sales management, and coaching skills with the ability to influence, motivate, and drive change.
  • Demonstrated ability to lead and manage teams effectively, driving sales growth, managing performance, and fostering a high-performance culture through coaching, goal setting, and accountability.
  • In-depth knowledge of the mortgage industry, market dynamics, customer segments, and competitive positioning.
  • Strong understanding of retail lending, investment products, and the Bank's retention strategies, including advanced knowledge of mortgage renewal risk segments and the offers or incentives available to support successful customer retention.
  • Excellent verbal and written communication, presentation, and facilitation skills.
  • Expertise in sales management, negotiation, relationship building, and performance management.
  • Familiarity with telemarketing and solicitation techniques, including effective interviewing and customer engagement strategies.
  • Working knowledge of branch systems (e.g., Intralink, Salesforce, Workhub, ScotiaHOME, Sales Builder, CIR, Regional Information Systems (RIS)) and credit risk/adjudication processes.
  • Knowledge of regulatory compliance (e.g., AML, KYC, FATCA, Privacy, OH&S).


Working Conditions:

  • Work in a standard office-based environment; non-standard hours are a common occurrence.
  • Team members will be required to work extended hours.
  • Team operates between the hours of 8am-10pm EST.


Location(s): Canada : Alberta : Calgary

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
5 Year Trend
+7%
NASDAQ

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