Scotiabank

Senior Manager, Service Migration & Digital Enablement

Scotiabank • $110K — $130K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Undergraduate degree in Business, Economics, or related field, or equivalent experience.
  • 7+ years in financial services, retail or digital banking with exposure to assisted channels.
  • Creative problem solver with demonstrated results in navigating ambiguity.
  • Strong communication skills, capable of crafting executive-level materials.
  • Proven experience leading strategy and managing cross-functional initiatives.
  • Ability to influence stakeholders across various organizational levels.
  • Experience in change management in complex environments.
  • Strong project management skills including coordination across multiple timelines and stakeholders.
  • Deep understanding of operations in branch and client experience centers.
  • Knowledge of AI technologies and their business applications.

Responsibilities

  • Champion a customer-focused culture to enhance client relationships.
  • Lead strategies to improve digital enablement and operational performance.
  • Drive service migration of digitally available transactions.
  • Collaborate with teams to support business priorities and problem-solving.
  • Leverage data to identify opportunities and assess initiative impacts.
  • Identify and prioritize digital initiatives based on strategic alignment.
  • Create materials to promote adoption of digital tools among frontline teams.
  • Design and implement change initiatives for digital tool adoption.
  • Develop performance indicators to track digital engagement outcomes.
  • Support team initiatives as needed.

Benefits

  • Inclusive work environment that promotes high performance.
  • Opportunities for professional development and career growth.
  • Collaborative and cross-functional work culture.
  • Exposure to innovative digital banking practices.
Full Job Description
Requisition ID: 270188

Contributes to the overall success of the Operational Excellence team within Channel Performance, Canadian Banking, ensuring individual goals, plans, and initiatives are executed in support of business strategies and objectives.

Reporting to the Director, Operational Enablement & Service Effectiveness, this role leads the strategy development and execution of initiatives that advance digital enablement, increase simple service migration, and build awareness and adoption of digital capabilities across assisted channels at scale (Branch, Client Experience Centre, Virtual Advice). The role also supports sustained behaviour change within frontline teams to strengthen client and employee experiences and free capacity for teams for more complex, advice based conversations. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will:

  • Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Lead the development and execution of strategies and initiatives that strengthen digital enablement, improve frontline effectiveness, and enhance client experience and operational performance across channels.
  • Lead or support initiatives that drive service migration for digitally available transactions, process and policy improvements, and employee capability for a sustained change in both client and employee behaviors at scale.
  • Partner across business, operations, customer experience, change management, and technology teams to advance priorities, solve problems, and support delivery.
  • Use data, insights, and performance measures to identify opportunities, inform decisions, and assess the impact of initiatives and programs.
  • Help identify, assess, and prioritize digital opportunities and initiatives based on business value, client and employee impact, feasibility, and alignment to strategic priorities.
  • Support the development of materials, communications, and engagement approaches that build awareness, understanding, and adoption of digital capabilities across frontline teams.
  • Design and implement change and engagement initiatives with key partners that support adoption of digital tools, capabilities, and processes, with sustainment of new ways of banking.
  • Support the development of key performance indicators and reporting frameworks to track digital adoption, simple service migration, and channel engagement outcomes.
  • Lead or support other team initiatives as prioritized/ required
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively 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.
  • Champion a high-performance environment and contributes to an inclusive work environment.


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

  • Undergraduate degree in Business, Economics, or a related field, or equivalent practical experience.
  • 7+ years of progressive experience in financial services, retail banking, digital banking, or a related environment, including exposure to assisted channels such as branch, contact centre, or virtual.
  • Creative and self-starting, with the ability to solve complex business problems, navigate ambiguity, and drive results across competing priorities.
  • Strong written and verbal communication skills, including the ability to develop executive-ready materials and tailor messaging for different audiences.
  • Experience developing strategy and leading cross-functional initiatives from concept through execution.
  • Proven ability to build strong cross-functional partnerships and influence stakeholders across frontline, management, and executive levels to drive alignment and outcomes.
  • Demonstrated experience leading or supporting change management initiatives across complex, multi-stakeholder environments.
  • Strong project management skills, including the ability to plan, coordinate, and deliver initiatives across multiple stakeholders, timelines, and dependencies.
  • Strong organizational skills, attention to detail, sound judgement, and the ability to manage and close competing priorities in a fast-paced environment.
  • Strong analytical and problem-solving skills, with the ability to translate data and insights into actionable business outcomes and performance measures.
  • Deep understanding of branch and/or client experience centre (CEC) operations, client journeys, and performance drivers across assisted channels.
  • Working knowledge of AI-enabled capabilities and emerging technologies, with the ability to assess applicability and support practical use in business processes and operating models.


Working Conditions
  • Works in a standard office-based environment. Non-standard hours may be required at times. Some domestic or international travel may be required based on business need.


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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