PIC Operational Effectiveness Analyst

Scotiabank

Toronto, ON

Salary: Information not available

Job description

Requisition ID: 272836

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

Job Purpose

The Operational Effectiveness Analyst is responsible for supporting operational excellence across Scotia Jarislowsky Fraser (SJF) by developing, maintaining, and continuously improving processes, procedures, controls, and operational practices related to the management of client accounts. The role supports an exceptional client experience by identifying opportunities to improve operational efficiency, mitigate risk, respond to evolving business needs, and enable business growth.

The incumbent conducts research, analysis, and investigations into operational issues and improvement opportunities and works collaboratively with business stakeholders, operational teams, and leadership to design, implement, communicate, and monitor solutions. This includes supporting technology enhancements, operational projects, and business initiatives that deliver value to the organization.

The role also serves as a key point of contact for the SJF National Operations function, responding to inquiries from Relationship Management teams, support staff, and business partners on matters related to operations, systems, processes, client administration, and other business requests. Inquiries may range from routine to highly complex and require research, analysis, validation, and coordination across multiple teams, processes, and systems to resolve issues, identify improvements, or escalate as appropriate.

The incumbent works closely with the SJF Executive Office, Regional Directors, Market Leads, Governance Operations Managers and their teams across Canada, as well as key Wealth Management partners to drive operational effectiveness and continuous improvement.

Key Accountabilities

Operational Process Improvement

Analyze current-state processes to identify operational gaps, risks, inefficiencies, and opportunities for improvement.
Conduct research and business analysis to support process redesign, operational enhancements, and future-state solutions.
Develop, maintain, and update operational procedures, workflows, controls, forms, user guides, and other supporting documentation.
Recommend and implement operational improvements that enhance efficiency, reduce risk, improve scalability, and support business objectives.
Partner with business stakeholders, operational leaders, and change management teams to support process and technology initiatives.
Support requirements gathering, testing, pilot activities, implementation planning, communications, training, adoption, and post-implementation activities.
Monitor, measure, and report on the effectiveness and outcomes of operational improvement initiatives.

Client Administration and Operational Excellence

Serve as a primary point of contact for operational inquiries received through the SJF National Operations mailbox and other channels.
Research, investigate, and resolve operational issues impacting field teams and support functions while ensuring timely and accurate responses.
Assess process quality and maturity and identify opportunities for continuous improvement.
Coordinate operational projects, including documentation, stakeholder engagement, reporting, and meeting facilitation.
Maintain operational knowledge repositories, best practice resources, and WealthNet content.
Identify operational risks and recommend practical solutions that improve effectiveness and the client experience.

National Operations Initiatives

Support the execution of strategic operational priorities, business initiatives, and projects.
Conduct operational reviews and assessments to identify performance gaps and opportunities for enhancement.
Prepare communications, implementation materials, process documentation, and stakeholder updates.
Organize and facilitate meetings, document decisions and action items, and provide status updates to stakeholders.
Anticipate project risks and issues and recommend mitigation strategies to support successful delivery.
Participate in post-implementation reviews and operational planning activities.
Promote a culture of collaboration, accountability, continuous improvement, and open communication.

Team Effectiveness

Actively participate in team meetings, learning opportunities, and business initiatives while balancing operational priorities.
Demonstrate sound judgment and discretion when handling confidential or sensitive information.
Share operational expertise, best practices, and knowledge to support team effectiveness and development.
Contribute to team goals, business priorities, and a culture of continuous learning and improvement.
Develop and execute a meaningful professional development plan aligned with business and career objectives.

Education and Experience

University degree, college diploma, or an equivalent combination of education and experience.
Minimum three years of experience within financial services, wealth management, or a related industry.
Canadian Securities Course (CSC) designation is considered an asset.
Proficiency with Microsoft 365 applications, including Excel, Word, PowerPoint, Outlook, and Teams.
Knowledge of discretionary asset management operations, products, client service models, regulatory requirements, and relationship management practices.
Experience analyzing business processes, identifying gaps, and recommending operational improvements.
Ability to support requirements gathering, testing, implementation, change management, and post-launch activities.
Knowledge of business processes and their impact on client experience, risk management, and business outcomes.
Familiarity with Broadridge, MPower, Salesforce, SharePoint, Wealthflow, and related business applications.
Experience using data, reporting, and technology to identify trends, risks, and opportunities for improvement.
Understanding of operational policies, procedures, and technologies that support client service delivery.
Knowledge of the relationships between SJF, Wealth Management business lines, and key internal partners.
Demonstrated analytical, critical thinking, problem-solving, communication, organizational, and decision-making skills.
Strong attention to detail, adaptability, discretion, collaboration, and results orientation.
Ability to manage multiple priorities, navigate ambiguity, and deliver high-quality work in a dynamic environment.

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. Jarislowsky, Fraser Limited (“JFL”) is a wholly-owned subsidiary of The Bank of Nova Scotia (“Scotiabank”) and operates as a distinct business division. JFL manages the portfolios of pension funds, foundations and endowments, corporations and high-net-worth individuals in Canada and internationally.

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.

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

Have questions or want to learn more about us? We would love to hear from you!

rochelle.mendonca@scotiabank.com

Whenever possible, reach out to a named contact rather than a general inbox - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

About Scotiabank

The Scotiabank Veterans Network (SVN) is committed to supporting veterans, reservists, and military spouses by recognizing and valuing their unique skills and experiences. As a military-friendly employer, Scotiabank actively promotes the integration of veterans into civilian careers by offering a wide range of employment opportunities across the Bank. SVN plays a key role in this effort, leading initiatives such as a mentorship program designed to support both current and transitioning veterans.

The team was instrumental in driving recent enhancements to Scotiabank’s reservist leave policy and organized the inaugural Valour and Vision Expo in Q4 2024, where industry leaders pledged to support veterans entering the civilian workforce. In February 2025, Scotiabank proudly served as the lead Banking Sponsor of the Invictus Games, an international multi-sport event that aids in the rehabilitation of wounded, injured, and ill service members—both active and retired.

Additionally, SVN hosts a variety of events throughout the year, including leadership symposiums and annual Remembrance Day ceremonies, to honor and support the military community.

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