Scotiabank

Senior Manager, Client Services

Scotiabank • $100K — $120K *
Mississauga, ON L4T 0A1In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Post-Secondary Education (Business Degree preferred) and/or 5 to 7 years equivalent work experience in Financial Services or related industry.
  • Minimum of 3 years managerial experience with effective leadership and change management skills.
  • Experience in leading customer-focused teams.
  • Strong time-management abilities.
  • In-depth knowledge of commercial and corporate banking policies and procedures related to business credit.
  • Understanding of compliance requirements for business banking.
  • Excellent decision-making, problem-solving, communication, and organizational skills.

Responsibilities

  • Lead and manage the Client Services, Payments group to execute business strategies and ensure regulatory compliance.
  • Drive a customer-focused culture to enhance client relationships and service delivery.
  • Champion improvements to boost the Client Pulse score through superior client experience initiatives.
  • Act as an escalation point for coordination with Retail Branch and Commercial & Business Banking peers.
  • Balance operational priorities amid resource challenges, ensuring adherence to service levels and controls.
  • Support staff development, performance management, and succession planning within the team.
  • Ensure high-quality output for client transactions while maintaining compliance with internal authorization processes.

Benefits

  • Access to ongoing professional development and training opportunities.
  • Inclusive work environment fostering diversity and collaboration.
  • Opportunities for career advancement and succession planning.
  • Engagement in various pilot projects to innovate client services.
  • Flexible working conditions with a focus on work-life balance.
Full Job Description
Requisition ID: 270875

Leads and oversees Client Services, Payments group 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 unit that oversees the output of high quality and accurate client data as it relates to payment requests 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.

  • Leads the Client Service team supporting existing clients by ensuring service requests or tasks are completed accurately and within Service Level Agreements (SLAs), being accountable for takeover and ensuring proper controls are in place for audit purposes.

  • Contributes to the overall Client Pulse score by championing opportunities to enhance the client experience.

  • Liaising with designated Retail Branch, Commercial & Business Banking Operations employees, and other Commercial and Corporate banking partners as required, including acting as an escalation point of contact.

  • Balances short and medium-term priorities to address resource and operational challenges.


  • Provides leadership support to employees and supports the Bank's Performance Management processes by:

  • Taking accountability for planning and coaching when executing end-to-end delivery of all programs or operations managed. Focuses teams on continuous improvement.

  • Identifying unit goals and objectives that are aligned with the Bank's business priorities

  • Coaching and leading others to identify and drive business, service, program and process improvements.

  • Supporting the team's career development planning activities and creating succession plans for the unit.


  • Uses his/her in-depth knowledge about all 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 while mitigating risk.

  • Responsible for teams that can have direct client contact and/or charged with providing high quality and accurate output through the execution of incoming payment requests and day-to-day client banking transactions.

  • Assumes responsibility that the preparation and execution of transactional requests are in accordance with authorizations within internal officer limits or 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 Guidelines for Business 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.


Dimensions

  • Oversees a team of 50 to 75 employees (6 to 7 direct reports) supporting the servicing and processing of payment, investment, and/or day to day requests for Corporate and Commercial Banking portfolios.

  • Applies specialized operational or professional knowledge/standards, as well as a breadth of knowledge in related areas to manage own team.

  • Works independently, guided by policies, operating plans, priorities, and operates within assigned authorities/limits (transactional limits up to $999 million)

  • Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods

  • Manages ongoing operations, programs and results of specialized team(s) of professionals.

  • Thorough knowledge of payment requests as they relate to wires, certified cheques, bank drafts, foreign currency, SWIFT, Sanctions, AML, etc.

  • Business Units supported include, but are not limited to: Commercial Banking, Corporate, Small Business, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).

  • Provides national coverage between the hours of operations (7 a.m. - 8 p.m. Eastern Standard Time). Shift may vary.

  • Participates in the organization and leads team in pilots, and projects/program initiatives, as required.

  • Takes ownership of self-development of management skillsets across different areas.

  • Review Smart Automation outputs for inconsistencies, trends or errors and escalate as applicable


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 5 to 7 years equivalent work experience in Financial Services or related industry

  • Effective and proven leadership, relationship building, strategic influencing and change leadership skills of a minimum of 3 years managerial experience.

  • Experience in leading customer focused teams

  • Through time-management skills

  • 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


Working Conditions

  • Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically or internationally.


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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