Scotiabank

Senior Manager Client Experience & Lifecycle Management, GTB - Toronto

Scotiabank$100K — $130K *
Finance & Insurance
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in client lifecycle management and digital platforms.
  • Strong expertise in transaction banking and cash management.
  • Hands-on experience in data analysis and visualization tools.
  • Ability to operate effectively in agile, product-led environments.
  • Proficient communication and negotiation skills; Spanish fluency preferred.

Responsibilities

  • Develop and execute client journey strategies to meet business objectives.
  • Identify improvement opportunities and implement actions for service delivery.
  • Collaborate with stakeholders to enhance client experience strategies.
  • Lead the client experience program and manage NPS rollout.
  • Monitor client feedback metrics to drive continuous improvements.
  • Evaluate customer strategy effectiveness with analytics to optimize outcomes.
  • Prepare lifecycle performance reports for stakeholders and management.

Benefits

  • Hybrid office environment with a minimum of 3 days onsite.
  • Opportunity for cross-functional collaboration across departments.
  • Access to industry conferences and self-training opportunities.
  • Dynamic, fast-paced work environment with challenging assignments.
Full Job Description
Requisition ID: 267293

Purpose:

Contributes to the overall success of Cash Management Channels & Portals within GTB by ensuring that defined strategies, initiatives, and plans are effectively executed to support business objectives. Ensures all activities are conducted in compliance with applicable regulations, as well as internal policies and procedures.

The Senior Manager, Client Experience Lifecycle Management, leads the end-to-end client journey across global cash management channels within GTB. This role is responsible for identifying key touchpoints, monitoring client feedback, and tracking satisfaction to drive continuous improvement.

The ideal candidate is a strategic leader with strong cross-functional collaboration skills, capable of driving transformation and delivering measurable outcomes. This individual brings deep expertise in client relationship management, process optimization, and data-driven decision-making to enhance client experience and business performance.

What You'll Do
  • Develop and execute client journey and lifecycle strategies across global cash management channels to drive key business objectives.
  • Identify improvement opportunities and implement actions to ensure high-quality service delivery.
  • Partner with key stakeholders to design and deliver CX strategies that enhance client satisfaction and streamline end-to-end journeys.
  • Serve as the primary point of contact for all client journey-related initiatives within the cash management channels team.
  • Lead the client experience program, including the rollout and management of NPS across channels.
  • Monitor client feedback and satisfaction metrics, proactively driving improvements to enhance the overall client experience.
  • Evaluate customer strategy effectiveness using analytics to optimize campaigns and outcomes.
  • Promote and share CX best practices and insights across teams.
  • Facilitate cross-functional collaboration to ensure a consistent and unified client experience.
  • Prepare and present lifecycle performance reports and insights to stakeholders and senior management.
  • Develop high-quality monthly and quarterly presentations focused on client lifecycle trends and performance.
  • Drive improvements in client acquisition, primacy, and retention using NPS and client feedback insights.
  • Identify key drivers of client satisfaction and partner with product, sales, and service teams to enhance engagement and outcomes.


What You'll Bring:
  • Strong experience in transaction banking / cash management / digital channels
  • Hands-on expertise in data analysis, visualization, and storytelling
  • Proven ability to operate in product-led, agile environments
  • Strong business acumen with ability to connect data to client and commercial outcomes


Education & Experience
  • Bachelor's or postgraduate degree preferred in business, management, computer science, or engineering, with a strong foundation in financial and technology concepts.
  • 7+ years of experience in client lifecycle management, client experience and digital platforms.
  • Strong commercial and analytical acumen, including data-driven decision making, performance management, deal structuring, and the ability to drive revenue growth, cost efficiency, and risk mitigation.
  • Exceptional communication, negotiation, and stakeholder management skills, with the ability to influence across Product, Technology, Operations, and regional teams; Spanish language proficiency preferred.
  • Experience working with CX platforms such as Medallia or Qualtrics.


Key Behavioural Competencies:
  • Results Focus - market driven approach to identify/drive opportunities and ability to drive initiatives concurrently
  • Customer Focus - focus on the value proposition delivered to the customer
  • Strategic Thinking - to devise/develop/define business plans with 3-5-year horizon
  • Decision Making / Forward Thinking - to anticipate and react quickly to technological/market change
  • Relationship Building - build/maintain productive relations with business lines and other partner teams across the Bank's footprint
  • Personal Development - under self-direction, continuously review and update knowledge and skills to improve performance in all areas as applicable by participating in conferences, committees, industry association offerings, and self-training through various formats


Working Conditions
  • Standard hybrid office environment (minimum 3 days in office, subject to change) with extensive use of computers
  • Environment is high pressure, complex, fast-paced with changing priorities
  • Review and development of complex materials and information
  • Aggressive deadlines and unplanned operating problems are expected at this level
  • Regular internal, external and cross-functional meetings
  • Travel will likely be required across the Americas (e.g. Canada, USA, Mexico, Caribbean & South America); usually planned


Location(s): Canada : Ontario : Toronto

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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