PB Manager Operations & Service, Private Banking, Scotia Wealth Management

Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

The Manager, Operations and Service lead the Private Banking Branch Operations and Service team ensuring a high level of service delivery is provided to Scotia Wealth Management clients. Ensures all activities are conducted in compliance with governing regulations, internal policies, and procedures as well as achieving other objectives related to HR Management and Operational effectiveness. Manages a team of Senior Client Service Leads (SCSLs) in person.

Accountability

Leads & drives a client focused culture and leverage broader Bank relationships, systems, and knowledge by:

• Supporting the SCSLs in managing the Supervisory Queue within Salesforce to ensure work has been assigned; reviewing the individual queues from time to time to ensure tasks are being completed by the team in a timely manner and according to outlined Service Level Agreements.

• Leading and coaching the team to ensure every client experience is consistent with Scotiabank’s service standards

• Demonstrating respect and knowledge in interactions with all Private Banking team members.

• Supporting the Private Banking teams in resolving complex client service issues while adhering to policy and procedures.

• Supporting the Private Banking teams with client concerns and complaints to ensure they are resolved quickly and efficiently; escalating to Private Banking Head Office when partner engagement is required.

• Supporting the Service team to identify process improvements and remove redundant processes

• Collaborating with the Regional Vice President and Directors and Team Leads to enhance the client experience, embrace alternate delivery channels, and improve processes to remove administrative tasks from the Sales and Service team

• Champions a high-performance environment and contributes to an inclusive work environment.

Provide Coaching and Leadership to the service team by:

• Supporting the teams who are responsible in planning and leading skill build meetings to facilitate the sharing of best practices..

• Championing change management activities related to new initiatives in support of system and process updates.

• Providing regular coaching, guidance, direction, and support to the SCSLs

• Leading direct and hands-on training for new SCSLs in collaboration with existing team members

• Collaborating with the Senior Manager, Regional Operations & Service to discuss and remove branch obstacles, share successes, and improve service quality.

• Collaborating with the partners in Private Banking Head Office and Scotia Wealth Management business lines.

• Facilitating a culture of open and honest communication by hosting team meetings and encouraging the generation of innovative ideas.

• Recognizing and rewarding success and managing non-performance.

• Developing and collaborating on individualized development plans..

• Managing staffing requirements and workload.

• Managing the completion of the team’s mandatory learning courses.

Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by:

• Maintaining, monitoring, and acting on deficiencies with branch premises, systems, equipment, and supplies in collaboration with Scotia Wealth Management partners as required.

• Ensuring accurate and timely completion of daily and periodic monitoring activities (e.g., Automated Control System (ACS) Activities, Work Hub activities and defects, BCAT Dashboard defects, Accounting Support Package (ASP) defects, Intra Link Wire Payment authorization, digital courier, Customer Inquiry & Request, FFT authorizations) to support a culture of doing it right the first time

• Developing and maintaining a working knowledge and understanding of the Bank’s Private Banking, Small Business and Retail Banking products and services to meet evolving client needs.

• Adhering to cash, custody and security procedures and Bank policies always.

• Adhering to position authorities and bank policies

• Checking/authorizing transactions with approved limits in the…