Requisition ID: 244272

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

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

The Senior Client Associate, GTB provides the Team Lead, SCA GTB with support needed to meet cash management fulfillment requirements for new clients, and to resolve service issues for existing clients in a highly efficient and client-centric manner. This will include coordinating with internal partners and directly reaching out to clients to address product fulfillment needs, as well as various activities such as resolution of escalated client challenges, identifying prospects, and opportunities for growing existing client relationships. The role is focused on servicing both the Midmarket & National Accounts Segment and complex customer accounts in Commercial Banking.

Accountabilities:

Champions a customer focused culture to deepen client relationships and leverage broader

Bank relationships, systems and knowledge.

Working closely with the Senior Manager, GTB, this role is responsible for providing the following sales and service support to a portfolio of existing and prospective clients:

• Product Expertise & Proposal Execution:
  • Provide coverage team support with proposals, client briefs, SalesForce and C360 information to inform presentations.
  • Assist with the preparation of client and partner presentations and proposals in conjunction with Product owners and Proposal Writing Team to meet time-sensitive client needs.
  • Work with Product owners to identify potential product enhancements and provide feedback through the appropriate communication chains, drawing on experience.
• Fulfillment: Coordinating efforts with the client and various internal partners, including the RBBO and Global Transaction Banking (GTB), to ensure cash management and related services and products are fulfilled as per customer expectations by providing consistent accuracy on information and instructions provided to Customer Sales Support and the BSC. This includes contacting clients and sourcing information from various Bank systems while coordinating efforts to ensure a best-in-class client experience.
• Client Coverage: Resolve service and related issues for our complex, high-valued clients for cash management, payments, deposit products, reporting and digital banking platform. This is accomplished by demonstrating a sense of urgency as appropriate to the situation and providing recommendations for resolution of service issues. Also, managing the issue resolution process within appropriate timeframes and escalating to management those issues that are not resolved in a timely and/or satisfactory manner. This responsibility does not replace the servicing provided through the Retail Business Banking Operations team (RBBO)and is meant to work collaboratively with them on items related to day-to-day servicing to enhance the client experience.
• Treasury Reviews: Prepare and consolidate the required information collected from various sources to enable the completion of thorough treasury reviews for priority clients on an annual basis. Perform gap analysis, identify inefficiencies, explore ways to streamline services and review pricing for market and industry alignment. Make targeted recommendations to GTB to enhance and expand and/or deepen the relationship. Ensure fees, pricing and deemed risk limit changes are correctly processed and systems as applicable are appropriately updated.

Manage various fulfillment and technical service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.

Use of data and analytics to identify opportunities to enhance client services and solutions and cross-sell, sharing recommendations with Senior Manager, GTB. Focus includes growing deposits and cross selling for existing single-service clients.

Make suggestions to continually improve processes and client satisfaction metrics. This may include reviewing and solutioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse.

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 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.

Champion a high-performance environment and contribute to an inclusive environment.

Reports into the Team Lead, SCA Global Transaction Banking

No direct reports.

Dimensions:

The Senior Client Associate, GTB will be responsible for supporting the Team Lead, Global Transaction Banking.

The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be Core clients, both borrowing and non-borrowing. Clients typically have moderate to complex financial solution requirements.

Strong organizational, strategic relationship building, and communication skills are necessary to manage significant data from multiple sources and balance various tasks related to fulfillment and client service administration.

The Senior Client Associate, GTB will typically receive requests from the Team Lead GTB and Senior Managers, GTB but may also at times be requested to support Market Vice President, GTB. Further, they may work directly with Relationship Managers and other CSSs in Commercial Banking with respect to Global Transaction Banking products, as required.

The Senior Client Associate will interact primarily with the following partners: other CSS in Commercial Banking the Retail Business Banking Operations, and Global Business Payments, but could include other partners as well as the Commercial Banking Executive Office.

They continually work with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The Senior Client Associate GTB looks for opportunities to promote the sale of GTB products and services.

The environment is fast paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests.

Education/Experience/Other Information:

Education:

• University or College business degree, equivalent work experience or operational experience.

Skills/Work Experience:

• Strong commitment to excellent client service and ability to work with clients to resolve issues in an amicable and prompt manner.
• Strong organizational skills to co-ordinate and prioritize a number of concurrent requests from Team Lead, GTB and different Senior Managers, GTB and/or partners.
• Strong interpersonal skills to obtain agreements within Commercial Banking and partners.
• Strong written and verbal skills with proven ability to engage stakeholders and clients.
• Good knowledge of fulfilment processes and roles of partners.
• Good knowledge of Commercial Banking partners and their involvement in servicing clients. In particular, knowledge of the Retail Business Banking Operations and Global Business Payments fulfillment is important.
• Good knowledge of the Commercial Banking structure.
• Thorough knowledge of the applicable software and technology platforms for Commercial Banking (e.g., Sales Force, Intralink, Outlook, Excel).
• Working knowledge of the features and benefits of commercial products, services specific to payments and cash management and the credit requirements associated with them.
• Working knowledge of Microsoft Office applications.
• A high degree of flexibility to adapt to a wide variety of tasks.
• Strong commitment to accuracy, customer focus and results focus.
• Bilingual in English & French, depending on the market covered.

Working Conditions:

Work in a standard office-based environment; non-standard hours are a common occurrence. No travel.

Location(s):  Canada : Nova Scotia : Halifax 

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.