Scotiabank

Senior Manager, Process and Controls

Scotiabank • $110K — $130K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 8+ years in process improvement and operational excellence within financial services
  • Specialized experience in the insurance industry and operations
  • Expertise in process mapping, business analysis, and performance measurement
  • Experience in designing and governing operational controls
  • Knowledge of Lean methodologies and change management
  • Proficiency in project management across Agile and Waterfall environments
  • Strong analytical skills with familiarity in AI-enabled tools

Responsibilities

  • Champion a client-focused culture enhancing customer and employee experiences
  • Drive the adoption of automation and technology for operational efficiency
  • Identify and implement process simplifications to improve insurance workflows
  • Develop and manage prioritized process improvement initiatives
  • Conduct root cause analysis and design future-state processes
  • Establish governance routines, KPIs, and KRIs for continuous improvements
  • Collaborate with stakeholders to define operational and risk requirements

Benefits

  • Opportunity to lead operational excellence initiatives
  • Engagement in a collaborative, cross-functional environment
  • Access to training and development for continuous improvement
  • Participation in the implementation of cutting-edge technology solutions
  • Ability to influence significant operational changes
  • Work within a culturally diverse and inclusive organization
Full Job Description
Requisition ID: 270945

Purpose

The Senior Manager, Insurance Process and Controls plays a critical role in driving operational excellence, strengthening risk management practices, and enhancing client and employee experiences through process optimization, automation, and governance.

Reporting to the Director, Insurance Projects & Solutions, the incumbent will lead continuous improvement initiatives across Insurance Canada operations while championing a culture of operational excellence, strong controls, and sustainable change. This role works closely with Operations, Risk, Compliance, Technology, Analytics, and business stakeholders to improve end-to-end insurance processes, reduce operational risk, and support strategic business objectives.

Is This Role Right for You?

In this role, you will:

Champion Client-Centric Process Excellence

  • Lead and foster a client-focused culture that supports exceptional customer and employee experiences across Insurance Canada.
  • Drive the adoption of automation and technology-enabled solutions that improve operational efficiency and service delivery.
  • Identify opportunities to simplify processes, reduce operational friction, and create meaningful improvements across key insurance journeys.
  • Leverage broader Bank relationships, systems, and knowledge to deliver enhanced customer outcomes.


Lead Operational Excellence & Continuous Improvement

  • Develop and maintain a prioritized portfolio of process improvement initiatives aligned to business priorities, customer outcomes, risk mitigation, and measurable value creation.
  • Lead process reviews, current-state assessments, root cause analysis, and future-state design across end-to-end insurance workflows.
  • Establish standard work, governance routines, service-level measures, key performance indicators (KPIs), and key risk indicators (KRIs) to sustain improvements and drive accountability.
  • Apply Lean methodologies, structured problem-solving techniques, and change management practices to deliver sustainable operational improvements.
  • Facilitate cross-functional workshops and working sessions to support initiative prioritization, solution design, implementation, and benefits realization.


Strengthen Operational Risk Management & Controls

  • Partner with Insurance Risk & Regulatory Management teams to ensure operational processes align with the Bank's risk appetite, regulatory obligations, and control framework.
  • Lead and oversee operational activities and policy administration processes that support business objectives while maintaining compliance with insurance, legal, and regulatory requirements.
  • Ensure risks, issues, dependencies, exceptions, and remediation activities are identified, documented, prioritized, escalated, and tracked to completion.
  • Own process and control governance activities and ensure effective execution of the end-to-end control lifecycle.
  • Collaborate with Business Controls and Issue Management teams to support control testing, issue remediation, and risk mitigation activities.
  • Develop and maintain process maps and documentation across critical insurance customer and advisor journeys.
  • Promote and reinforce Scotiabank's risk culture through effective governance and decision-making practices.


Enable Sustainable Change Through Analytics & Technology

  • Define business, operational, risk, and control requirements for process optimization, automation, AI, reporting, and technology initiatives.
  • Leverage operational data and analytics to establish performance baselines, identify opportunities, monitor adoption, and validate realized benefits.
  • Partner with Technology and business stakeholders to ensure solutions address both operational needs and risk requirements.
  • Lead stakeholder engagement, training, communications, and change adoption activities to support successful implementation of new processes and controls.
  • Drive continuous improvement through the effective use of workflow, reporting, automation, and AI-enabled solutions.


Do You Have the Skills That Will Enable You to Succeed?

We're looking for a results-driven leader with:
  • 8+ years of progressive experience leading process improvement, operational excellence, business transformation, operational governance, risk management, or controls initiatives within financial services.
  • Specialized experience within the insurance industry and strong knowledge of insurance operations and customer journeys.
  • Demonstrated expertise in process mapping, business analysis, root cause analysis, performance measurement, and process redesign.
  • Experience designing, implementing, and governing operational controls and risk management frameworks.
  • Strong knowledge of Lean methodologies, continuous improvement principles, structured problem solving, and change management.
  • Experience leading complex cross-functional initiatives from discovery and design through implementation, adoption, and benefits realization.
  • Strong project management capabilities with experience operating in Agile, Waterfall, and hybrid delivery environments.
  • Proven ability to influence and drive outcomes without direct authority across diverse stakeholder groups.
  • Advanced analytical skills, including requirements gathering, process analysis, KPI development, benefits measurement, and solution validation.
  • Strong written and verbal communication skills, with the ability to translate complex operational, risk, and technology concepts into clear business recommendations and actions.
  • Familiarity with workflow, reporting, automation, and AI-enabled operational tools.
  • Knowledge of Scotiabank systems and platforms, including KS, TLS, RLP, PEGA, branch channels, and digital platforms, is considered an asset.


What You'll Bring

  • Strong knowledge of insurance products, policy administration, underwriting, claims management, customer service, complaints handling, and group insurance operations.
  • Comprehensive understanding of insurance regulatory requirements and the evolving federal and provincial compliance landscape.
  • Solid understanding of Bancassurance, Insurance Canada operations, and Scotiabank's broader business objectives and governance framework.
  • Exceptional stakeholder management, facilitation, and influencing skills.
  • A proven ability to manage multiple priorities and deliver results in a fast-paced, highly regulated environment.
  • University degree in Business, Engineering, Operations, Risk Management, or a related discipline.
  • An equivalent combination of education and relevant experience will also be considered.


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
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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