Director & Head, Client Service Product Lead

Global Banking and Markets

Global Banking and Markets (GBM) is a leading Canadian Capital Markets and Investment Banking business with a growing platform in the US and Latin America, operating globally for over 100 years. Scotiabank’s strong U.S. presence provides our clients an important bridge to this key global market for trade and investment flows across the Americas and the world. Global Banking & Markets provides a full range of investment banking, credit and risk management products and services relevant to the financing and strategic development needs of our clients.

Our products include debt and equity financing, mergers & acquisitions, corporate banking, institutional equity sales, trading and research, fixed income products, derivatives, energy, foreign exchange and precious & metals. We also cross-sell the full range of wholesale products and services offered by the Scotiabank Group. Be part of an innovative, Global Capital Markets and Investment Banking business with a unique geographic footprint that puts capital to work for our clients across industries!

We work together to drive ambition for every future!

Leads and oversees Client Service Product stream globally ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Responsible for defining and delivering the end-to-end Client Lifecycle Platform across Global Transaction Banking (GTB) and Global Wholesale Operations (GWO). This role owns the strategy, roadmap, and execution of a unified servicing platform, transforming into a scalable, client-focused, and data-driven experience. The role is accountable for driving measurable improvements in client experience, speed to revenue, and operational efficiency through platform modernization and global standardization.

• Leads and drives a customer focused culture throughout his/her team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Define and own the vision, strategy, and multi-year roadmap for client service across segments
• Act as the single point of accountability for platform outcomes, including adoption, performance, and business impact
• Prioritize platform investments aligned to GTB/GWO strategic goals and client needs
• Embed product management discipline across roadmap planning, backlog prioritization, and release delivery

• Lead the redesign of servicing journeys to eliminate friction, duplication, and manual processes
• Establish a standardized, globally consistent client experience across segments, regions, and channels
• Enable a “single view of client” and unified case management model across the lifecycle
• Drive integration across sales, onboarding, product setup, and servicing workflows

• Lead delivery of a scalable, integrated platform ecosystem (workflow, case management, client interaction, and data layers)
• Partner with Technology to deliver platform capabilities using agile and iterative delivery models
• Drive digitization, automation, and straight-through processing to improve efficiency and scalability
• Ensure global rollout readiness, including testing, adoption, and continuous enhancement

• Establish and own KPIs across client experience, cycle times, platform adoption, and cost-to-serve
• Enable real-time visibility into servicing performance across regions and segments
• Leverage analytics to inform prioritization, track outcomes, and drive continuous improvement
• Ensure delivery of measurable business value tied to platform investments

• Define and embed client experience standards, including transparency, responsiveness, and service levels
• Implement structured change management, communication, and training strategies to drive adoption
• Incorporate client, relationship manager, and operational feedback into platform enhancements
• Deliver sustained improvements in CSAT, NPS, and time-to-revenue

• Partner with senior leaders…