Director, Advisor Excellence

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

Requisition ID: 200891

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

What your role will be...

Director, Advisor Excellence - Small Business, Canadian Banking

Leads and oversees the optimization of Small Business day-to-day advisor performance, and in the design and implementation of change management initiatives ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

What you'll be doing...

Leads and drives a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. Responsible for re-engineering processes to drive significant improvements in client experience, with focus on reducing defects and increasing quality management. Partners with clients, third party providers, and internal stakeholders to proactively recognize and implement opportunities to improve client and employee experiences. Provides strategic and tactical oversight of the design & implementation of business transformation initiatives and projects to support end to end operating model design across Small Business, with a focus on productivity, incremental revenue and/or cost reductions. Leverages internal expertise, best-in-class systems, processes, and tools, comparing to external benchmarks, augmenting expertise, and pushing the Bank towards top tier performance. Works closely with partners withing the Business Service Centre (BSC) and other service partners (such as ACE, Global Business Payments, and Global Risk Management) to ensure an appropriate model is in place to offer priority service to high value clients. Owns the overall employee experience, onboarding, career progression pathway (ELEVATE) and learning frameworks for Small Business and collaborates on the creation of all program content with various partners, including external vendors, Human Resources and the Global Learning & Development COE in its design and development. Leverages data and insights for continuous improvement and effectiveness of programs. Focus on new adjudication workflow, tools and F/S analysis. Review of existing recognition programs (i.e. Applause, top performers) to assess adequacy and alignment with market best practices. Design and execution of the onboarding strategy for SBAs, the HC&P team and roles supporting Small Business. Design and deployment of learning strategies for continuing education across key sales and sales management roles (SBA, Sr SBA, VSBA, HCPA, HCP, Team Leads, SBDMs). Build a formal onboarding plan for SBDMs in alignment with role refresh. Develop an upskill training plan for Sr. SBAs in support of the UpMarket strategy (in partnership with the National Solutions team). Leads the Small Business Lending Support team, providing proactive and reactive coaching and support to the retail branch network and advisors through responding to inbound calls and emails from branches as well as outbound product coaching and skill-building to build sales competency and enable sales growth. Leads the SBH/Tech tier 1 helpdesk strategy and solutions, ensuring prompt resolution of technical issues and exceptional support for stakeholders. Create and maintain a comprehensive knowledge base, empowering the helpdesk team with resources and guidance for optimal performance and escalation pathway for tier 2 support. Understands how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions. Creates an environment in which their team pursues effective and efficient operations of their 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. Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and professional development planning for the team.

What you need to succeed...

Post-secondary education, University Business Degree or MBA preferred 10+ years of business and consumer/retail experience in the banking sector, with 5+ years in a leadership role Extensive background in Financial/Product Management/Credit experience within the financial sector Extensive project / program management experience Thorough understanding of LEAN blackbelt principles and process optimization methodologies Excellent understanding of Small Business segment, including deposit and credit policies and procedures, servicing model, distribution channels, systems, products, and strategic support areas to ensure the company complies and meets with strict regulatory standards and guidelines. Strong understanding of retail/small business/commercial banking products, processes & systems, and markets. Advanced communication and commercial skills with exceptional strategic thinking capabilities and a client and results focus. Superior influencing skills with excellent interpersonal, communication (oral & written), presentation and negotiation skills – able to influence all levels of the organization, build consensus and obtain cooperation through the presentation of insight based on sound investigation and experiences. Expert knowledge of project management techniques, including Agile. Excellent analytical and critical thinking capabilities.

Working Conditions:

Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically may be required.

What we're offering...

The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers. A competitive compensation and benefits package. An organization committed to making a difference in our communities– for you and our customers. You can expect to be recognized and rewarded for high-performance. You'll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development. You'll receive clear, transparent criteria to progress in your career.

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