Senior Manager, Commercial Services

Job Description

Senior Manager, Commercial Services responsible for leading a team of Account Managers in structuring credit and managing operations. Provides guidance, leadership, coaching and development to achieve business results and professional/personal development objectives for the overall group. Manages a book of business in alignment with credit and operational risk policies. Accountable for the unit’s growth through strong pipeline management and sales coaching while delivering a superior customer experience to drive profitable business growth in line with business strategy.

• Lead the execution and achievement of business customer/partner experience targets by coaching and modeling appropriate behavior and executing plans to continuously improve customer experience.
• Act as part of the team in resolving customer operational and credit issues to deliver a positive customer experience.
• Champion use of the sales platform to build a robust understanding of customers’ needs, industries and markets.
• Lead and manage Account Managers in developing creative and competitive solutions that meet all customers’ needs.
• Set service and control standards aligned to overall business objectives and oversee/monitor deliverables and results.
• Develop and maintain relationships with internal and external partners to deliver optimal customer service.
• Continuously build knowledge of the market, customers and broader economic factors.
• Develop and maintain centre of influence strategies and relationships.
• Identify and respond to changes in the business environment, establishing action plans to address customer issues and priorities.
• Act as the primary escalation point for significant sales matters, risk matters and exceptions for Account Managers.
• Identify customer/prospect referral opportunities to internal bank partners that meet customer needs.
• Enhance the bank’s brand by participating in network events.
• Contribute to the development and implementation of the business plan, goal setting, growth strategies, and coaching for the unit.
• Build new relationships and deepen existing customer relationships by consistently following the Business Banking Relationship Methodology (BBRM) and coaching the team to do the same.
• Meet or exceed business targets for the unit.
• Negotiate to maximize profitability of relationships with existing customers based on customer risk profile.
• Coach team members in assessing credit requests to determine risk and make appropriate recommendations to stakeholders for structuring the credit.
• Ensure the team refers the full range of products to existing and new customers to maximize returns and retention of relationships in line with customer risk profile.
• Actively refer to other business partners both within Business Banking and across the organization and respond effectively to reciprocal referrals.
• Ensure all staff are knowledgeable of and operate within applicable regulatory and compliance guidelines, policies and procedures, and complete required compliance attestations/training within required guidelines.
• Protect the interests of the organization by identifying and managing risks, and escalating non‑standard, high‑risk transactions/activities as necessary.
• Ensure employees are knowledgeable and assume responsibility to minimize operational and regulatory risk by complying with bank and industry code of conduct.
• Understand changing market conditions and remain knowledgeable of relevant industry issues.
• Maintain a culture of risk management and control, supported by effective processes aligned with risk appetite.
• Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well‑being to represent the company’s brand.
• Connect the alignment of colleague contributions with the company’s shared commitments.
• Build and retain an engaged and diverse team that embraces diversity of thought, creativity and curiosity; where every colleague and customer is valued and respected.

Pay range: $115,600 – $163,200 CAD. Compensation policies are designed to allow progression through the salary range over time based on skills, experience, job knowledge, geographic location, and business needs.