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Senior Manager, Operational Effectiveness



14d ago

  • Job
    Senior Level
  • Business, Operations & Strategy
  • Toronto


  • University degree in business or related field, or equivalent experience
  • Excellent understanding and knowledge of the Small Business segment, including policies and processes, servicing model, distribution channels and products
  • Thorough knowledge on a wide range of current market delivery systems, including new and emerging technologies
  • Strong organizational skills to coordinate and prioritize a number of concurrent projects
  • Strong influencing and communication skills to influence all levels of the organization
  • Solid leadership skills with an ability to identify challenges, recommend options and solutions within specific timeframes
  • Excellent understanding of the Bank's informal/formal organization structure from both Executive Office and field perspectives
  • Thorough understanding of internal/external Audit/Compliance systems and procedures
  • Knowledge of project planning and tracking techniques
  • In-depth understanding of Branch processes for KYC collection and maintenance.
  • Expert knowledge of branch operations, retail and small business environments including policies and processes
  • Thorough knowledge of word processing, spreadsheet and presentation software applications


  • Evaluate the effectiveness of the Small Business customer experience through component identification and root cause analysis that leads to ideation solutions and prioritization of key initiatives
  • Identify and execute on operational efficiency programs/initiatives designed to improve the usability, speed, accuracy, reduce operating cost and timeliness of customer facing operations related to Small Business Banking activities
  • Execute on identified workforce optimization initiatives that will enable Small Business to maximize the effectiveness of its advisors
  • Lead Audit/Regulatory/Compliance issues affecting Small Business and execute on identified Audit/Regulatory/Compliance initiatives to support enhanced processes across channel
  • Maintain a superior knowledge of Small Business branch, digital and call centre distribution, strategies and objectives as well as an understanding of the needs of the business (short & long-term objectives and goals) to ensure alignment of operations, strategy and programs
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.


Mission & Purpose

Welcome to Scotiabank. We serve thousands of customers, families, and communities across the globe, helping them achieve success through advice, products, and services. Follow for news, insights, thought leadership and more.

Culture & Values

  • Respect

    Everyone is always treated with dignity; diverse backgrounds and experiences are what make us better as a whole.

  • Integrity

    Acting honorably comes first – earning the trust of our customers (and each other) is what matters most.

  • Passion

    We’re enthusiastic about what we do, and want you to feel the same way. Imagine coming in to work, and actually feeling excited to learn!

  • Accountability

    We commit, we take action, and most importantly, we take responsibility for those actions. It’s just the right thing to do.