Accountabilities

• Champions a customer‑focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Manages all branch support staff by providing ongoing coaching, employee development, performance management, guidance, motivation, support, and issue resolution. Works with Employee Relations when required, recognizes employee achievements, negotiates solutions between support staff and Advisors or other team members, finalizes annual goals and development plans, manages workloads, and facilitates support staff meetings.
• Builds a culture of high performance and continuous improvement by interviewing and selecting candidates, coordinating onboarding and training for new staff, providing on‑the‑job training, maintaining HR administration and employee records, and escalating issues with back‑office teams.
• Manages branch operations to ensure efficiency, including supervising cage operations, resolving escalated system issues, coordinating Advisor departures or onboarding, liaising with Head Office or Regional Office regarding new initiatives, and administering branch (house) client accounts.
• Manages New Issues: distributes branch allocations to Advisors, monitors the branch new issue/BOT position, reconciles allocations with client account placements and Head Office records, ensures positions are correctly ticketed, and liaises with the Syndication department for presentations.
• Ensures compliance with corporate policies and industry regulations, including privacy and anti‑money laundering. Maintains compliance files, assists with client complaints, escalates potential regulatory breaches to Branch Manager and Compliance, approves trade corrections, communicates policies, procedures, new systems, initiatives, and organizational changes, acts as audit contact, and monitors Continuing Education requirements for licensed staff.
• Administers branch client (house) accounts by resolving client issues, ensuring efficient account administration, and supporting assignment or transfer of clients to Advisors.
• Supports the Branch Manager with expense management by conducting FIS queries on various expenses, managing all branch expenses (supplies, etc.), and reviewing monthly branch reports (staffing spreadsheets, FIS, T‑One, dashboards).
• Provides leadership with the Branch Manager to motivate and develop individual and team performance by fostering a positive team environment, empowering employees, encouraging innovation and engagement, communicating goals, and ensuring performance management and employee development are prioritized.
• Supports team functioning by providing HR guidance, scheduling one‑on‑one coaching, identifying training needs, managing staffing and workloads, and participating in monthly calls (BM Call, BA Call, National Support Call).
• Provides administrative support for the Branch Manager or another Advisor team in the branch.
• Incorporates the Bank’s risk appetite and risk culture in daily activities and decisions.
• Ensures effective operations aligned with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, and ensures strong business controls are maintained to meet obligations regarding operational, compliance, AML/ATF/sanctions, and conduct risk.
• Champions a high‑performance environment and contributes to an inclusive workplace.