Requisition ID: 269574 

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

The Senior Manager, Reporting & Insights, contributes to the success of the Goal Planning & Measurement team by leading performance measurement, scorecard governance, reporting, and business insights for the Client Experience Centre (CEC).

This role ensures performance is measured fairly, accurately, and transparently while providing meaningful insights that support decision-making and drive better outcomes for customers, employees, and the Bank. As a trusted partner to business leaders, the incumbent helps translate business strategy into measurable results, ensuring scorecards, goals, and performance measures reinforce the Bank's priorities, values, and desired behaviours.

Is this role right for you? In this role, you will:

• Performance Measurement & Scorecard Leadership
  • Lead the design, governance, and continuous improvement of CEC scorecards, goals, and performance measurement frameworks.
  • Ensure scorecards align to business objectives, customer outcomes, desired behaviours, and incentive programs.
  • Oversee scorecard inquiries, exceptions, accommodations, adjustments, and related governance processes.
  • Evaluate and refine scorecard methodologies, metrics, and targets through ongoing analysis and testing.
• Reporting & Business Insights
  • Lead the delivery of accurate, timely, and reliable performance reporting for leaders across the CEC.
  • Ensure strong data integrity through rigorous validation, quality control, testing, and issue resolution practices.
  • Analyze performance trends and translate complex data into actionable insights and recommendations that improve customer, employee, and business outcomes.
  • Support goal planning, forecasting, and performance reviews through meaningful analysis and reporting.
• Partnership, Governance & Continuous Improvement
  • Build trusted relationships across CEC, HR, Operations, Technology, and Analytics teams to deliver business priorities and solve complex challenges.
  • Foster an inclusive environment where diverse perspectives contribute to stronger decisions and shared success.
  • Drive automation, simplification, and continuous improvement to enhance the effectiveness, efficiency, and scalability of performance measurement and reporting processes.
  • Promote integrity, fairness, transparency, accountability, and sound risk management in all activities and decisions.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• University degree in Business, Analytics, Statistics, Mathematics, Finance, Economics, or a related discipline.
• Experience in performance measurement, scorecard management, reporting, forecasting, incentive programs, or business analytics.
• Strong analytical and problem-solving skills with the ability to translate data into meaningful business insights.
• Advanced Excel skills and experience working with large and complex datasets.
• Experience with Power BI, SQL, or other reporting and visualization tools is an asset.
• Strong communication, relationship management, and stakeholder influence skills.
• Knowledge of Client Experience Centre operations, contact centre metrics, and workforce management practices is an asset.
• Demonstrated ability to build trust, collaborate across teams, and lead through influence.
• Passion for continuous improvement, innovation, and developing others.

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.