Director, Strategy, Planning and Communications

1 month ago

Toronto, Ontario, Canada Scotiabank Full time

Requisition ID: 201685

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

The Director is responsible for developing and sustaining an integrated business plan and strategy for the Global Contact Centres (GCC). In addition, the individual leads and delivers on the communication function within GCC devising the strategy and governance framework for the area.

Accountabilities

The Strategy, Planning and Communications team is responsible for the development and sustainment of an integrated 3-year strategic plan incorporating segment, geographic, functional, and cross-channel perspectives. The work involves a high degree of collaboration, lobbying and research leveraging internal and external sources of information to devise a plan with a clearly defined set of objectives, dependencies, and implementation roadmap.

Moreover, the Director leads communications and employee engagement in support of enterprise, business line, and business partner strategic priorities, with a focus on greater alignment and collaboration across the GCC footprint.

The Director manages delivery of GCC executive, internal communications and employee engagement strategies and tactics, leveraging business partners and peers (i.e., Global Communications, Employee Engagement, HR, Campus Operations, Marketing, GCC, etc.) to execute on their mandate. They also act as an advisor and contributor on the delivery of large-scale change management activities and initiatives.

Is This Role Right for You? In this role, you will:

Strategic Alignment & Planning

  • Actively engage with leadership to devise and sustain an integrated strategic plan for GCC and Communications for the Contact Centres.
  • Drives development and execution of the GCC communications mandate, leveraging communications to drive alignment across the Contact Centre footprint globally, and with corporate functions, to achieve Call Centre and Scotiabank objectives; includes plans, tactics (e.g. roadshows, townhalls, annual planning, conferences, etc.) and messages to help fuel performance and manage risk.
  • Act as key advisor with contact centre executive and cross functional partners on the strategic roadmap driving collaboration between centralized support functions and distribution leadership.
  • Work closely across Centralized Support functions to deliver on a proactive and coordinated approach to annual planning activities (Financial, SIP, Objectives, DEI, ScotiaPulse Plans, Scorecards, APP, Compensation, etc.).

Executive Communications & Counsel

  • Proactively develop and manage communications in support of GCC Executive including annual communication planning with message development, medium selection, writing/editing, production, and distribution
  • Identify and liaise with appropriate departments regarding opportunities for communications to other stakeholder groups (e.g., customers, media, other business lines and corporate functions)
  • Proactively develop and manage an effective communication process to ensure the Executive is prepared for all speaking engagements and communication forums both internally and externally to the Bank
  • Develop strategy socialization plan with stakeholders and partners to ensure transparency, support and alignment across the broader enterprise.
  • Lead the development of a GCC quarterly strategic update report.

Internal Employee Communications & Engagement

  • Oversee process for organization updates and communications into the Contact Centres, including business partner changes that impact Contact Centre employees (e.g., product launches)
  • In collaboration with Campus Operations and Distribution, develop and deliver a GCC and employee engagement framework.
  • Support effective governance and stewardship of GCC Employee Resource Groups.

Additional Accountabilities:

  • Lead and drive a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions
  • Create 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
  • Build 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

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

  • Undergraduate degree in business or related field required, MBA preferred
  • Proven analytical and problem-solving skills
  • A strong ability to develop creative and innovative solutions ( "think outside the box")
  • Highly-developed leadership skills
  • Expert coaching, training and performance management skills
  • Strong oral and written communication skills
  • Bilingual - English, Spanish considered and Asset

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.

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