Requisition ID: 230715

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

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

 At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

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

Purpose

Contributes to the overall success of the Global Transaction Banking (GTB), Employee Experience team, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

What you’ll do:

1.  Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

2. Leads the creation and deployment of initiatives/programs to support our strategic goals of driving a Winning Team through:
   • Owning the employee engagement strategy for GTB and providing strategic insights and solutions to leaders on employee priorities and needs. Delivering input and feedback on strategy execution to the Director and providing recommendations for ongoing improvement
   • Proactively driving initiatives in support of leadership priorities and objectives across the department, including oversight of the ScotiaPulse program and committees, all activities within the GTB Showcase Series, Applause program, Best of the Best, Master Class, etc.

3. Leads Product Engagement activities by:
   • Working alongside Product Owners, Labs and Segment Partners to intake projects and initiatives that support their strategy and business plans and ensures a coordinated delivery.
   • Executing initiatives designed to improve product/service engagement and utilization on behalf of Global Business Payments (GTB). This role includes strategy development, communication development and deployment, content creation, execution and post analysis.
   • Leveraging a working knowledge of the payments industry, client/segment needs and business product features and benefits to define compelling value propositions and customer messaging.
   • Developing content and tools to support adoption and usage strategies across all three business banking segments.
   • Working within the Product Engagement framework, processes and procedures to ensure consistency of message, cost-effective and timely delivery, and customer-centric in approach.
   • Overseeing initiatives from start to finish, including intake, preparing work back schedules, defining tactics, writing internal & external communications, coordinating review and approval across key stakeholders, and deployment across channels.
   • Maintaining centralized repositories and public site (BusinessNet, SharePoint, scotiabank.com).

4. Leads the strategic development and management of initiatives designed to enable customer engagement with GTB product and services, specifically focused on:
   • Working with teams across GTB to define customer experience opportunities to reduce or eliminate customer pain points or friction.
   • Oversight of the Pulse/Net Promoter System program for GTB, including but not limited to:
     • Oversight of GTB Pulse program surveys and regular monitoring/coordination with partner programs
     • Oversight of the Pulse activities (customer callbacks, monthly huddles, etc)
     • Develops and manages processes for identifying, collecting, and consolidating CX program inputs (data, insights, reports) and outputs (dashboards, key findings, impact assessments) for GTB.
   • Provides oversight on strategies and tactics across product teams and channels (i.e., Scotia Connect) to balance product and client segment objectives with customer experience goals
   • Leveraging industry best practices, trends, and leading customer experience tools (i.e., web analytics, the Pulse, surveys & focus groups, etc.) to improve program effectiveness
   • Oversees GTB customer research initiatives, including supporting the recruitment, research preparation and tracking customer contact, to ensure customer contacts are planned and coordinated for optimal frequency and to minimize customer disruption where possible, in partnership with Global Brand and Customer Insights

5. Manage direct reports and play a leadership role within the wider team, providing coaching and guidance, resulting in the successful execution of plans and activities

6. Build and maintain strong relationships with partners across all three segments (Corporate, Commercial and Small Business) and support groups (Business Services Centre, Cash Management Contract Centre, Client Services & Solutions, etc)

7. Work closely with partners in HR, Learning & Development, Talent Acquisition, Campus Recruitment and other Business Lines to leverage best practices and source relevant content, materials and development programs

8. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

9. Actively pursues effective and efficient operations of his/her 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.

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

What You'll Bring:

• 5+ years relevant experience in developing and executing learning strategies, customer experience or project related work, preferably in banking of financial services.
• Experience and success leading teams.
• Strong relationship management skills with proven track record of managing multiple cross-functional business, partner, and customer relationships.
• Proven strategic planning skills.
• Strong analytical, problem-solving skills and attention to detail.
• Very strong organizational skills to complete and/or manage the varied projects/initiatives in an efficient and timely manner.
• Expert written and verbal communication skills.
• Ability to prioritize work is essential.
• Strong working knowledge of PowerPoint, Word, and Excel.

Work Arrangement:

This position requires the incumbent to work well under pressure, responding quickly to changing priorities and very short deadlines and managing projects of a confidential or sensitive nature.

Interested?

If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you?

Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial,

physical, mental, and social health needs.

Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.