Requisition ID: 269072
Purpose
Leads and oversees the U.S. Client Support & Payments Support functions within Global Transaction Banking (GTB), ensuring business strategies, growth initiatives, and operational objectives are executed in compliance with governing regulations, internal policies, and risk management standards.
The role is accountable for establishing and leading scalable client and payments support operating models that support Deposit, Payments, Liquidity Management and Commercial Card products. The incumbent provides strategic leadership for payment infrastructure support, payment governance, industry testing, and operational readiness activities, including initiatives associated with payment modernization, clearing enablement, and emerging transaction banking capabilities.
The position executes long-term operational strategies, drives continuous improvement, strengthens risk and control frameworks, and fosters a client-focused culture that supports the Bank's growth agenda and target operating model.
Accountabilities
• Leads establishment and management of a client support function responsible for supporting operational client needs across Deposit, Payments, Liquidity Management, and other Cash Management products, ensuring exceptional operational support, timely issue resolution, client communications, and callback activities.
• Develops, implements, and maintains scalable operating models, service frameworks, and governance standards that support both existing and emerging transaction banking products and services while enhancing the client experience and operational effectiveness.
• Oversees the Payments Support function responsible for facilitating the processing, control, and support of exception payment activities across Payment Engine platforms, core deposit systems, Commercial Card platforms, and related payment infrastructure, ensuring operational excellence, regulatory compliance, and risk mitigation.
• Leads the development and execution of operational frameworks supporting payment clearing and future payment capabilities, while ensuring processes, controls, and governance structures align with business objectives and industry standards.
• Drive and develop governance centralization for industry testing, payment certifications, network changes, market infrastructure initiatives, and strategic payment-related programs, ensuring consistent execution, oversight, documentation, and control.
• Partners with business lines, product teams, technology teams, and external stakeholders to support growth initiatives, new product launches, strategic transformation programs, and operating model enhancements across U.S. Cash Management and Transaction Banking.
• Monitors operational performance, service delivery, client outcomes, financial efficiency, and key risk indicators, leveraging data and management information to drive operational resiliency, scalability, and sustainable business growth.
• Continually acquire and enhance knowledge of the Banks business strategies, policies, and risk management practices, methodologies, product offerings, financial markets, financial instruments and regulatory requirements. Keep abreast of Operations procedural changes and rapidly changing technology to be able to provide effective, efficient and innovative business solutions and service to the operations groups and business lines.
• 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.
Reporting Relationships
Primary Manager: Director, US Cash Management Operations
Direct Reports: Manager, Client & Payments Support Operations
Dimensions
• Supports Global Transaction Banking, Global Banking and Markets and other global utilities.
• Coverage primarily spans Canada, United States and Mexican stakeholders.
• Usage and knowledge of multiple in-house or external systems.
• Exposure to regulatory bodies such as Federal Reserve Banks or Canada Deposit Insurance Corporation.
• Significant interaction with Product Management, Sales, Treasury, Technology, Risk Management, Compliance, Legal, Audit, Operations, and Executive Leadership.
Education / Experience / Other Information
• Bachelor's degree in Finance, Business Administration, Accounting, Economics, Information Systems, or related discipline preferred.
• 7-12 years of progressive experience in Transaction Banking, Treasury Management, Payments, Corporate/Commercial Deposits, Banking Operations, Client Service, or related financial services disciplines, including leadership experience managing managers and building high-performing operational organizations.
• Extensive knowledge of transaction banking products, including Deposits, Liquidity Management, Virtual Account Management, Commercial Cards, and Payments.
• Strong understanding of payment ecosystems and operational frameworks supporting Wire, ACH, Check, Commercial Card, FX and emerging payment rails.
• Demonstrated experience leading strategic transformation initiatives, operating model design, payment modernization programs, or large-scale operational change efforts.
• Strong knowledge of operational risk management, governance frameworks, regulatory requirements, and internal control environments.
• Proven ability to build organizational capability, influence senior stakeholders, and drive enterprise-wide initiatives through cross-functional partnerships.
• Excellent analytical, strategic planning, problem-solving, communication, and executive presentation skills.
• Advanced proficiency in Microsoft Office applications, reporting tools, dashboard development, and process management methodologies.
• Demonstrated ability to operate effectively in a dynamic, fast-paced environment managing multiple priorities, strategic initiatives, and operational deliverables simultaneously.
Working Conditions
• Work in a standard office-based environment; non-standard hours are a common occurrence. Some potential travel to Toronto depending on business needs.
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.
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Location(s): United States : Texas : Dallas
