Director, Client Lifecycle Management
2 weeks ago
Requisition ID: 206517
Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.
What you will be doing:
The Director of Client Lifecycle Management at International Wealth Management (IWM) is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement, experience, and re-engagement. This role ensures a seamless and compliant client experience, enhancing client satisfaction and retention across all markets where IWM operates.
Is this role right for you:
- Lead the implementation and rollout of client lifecycle management programs across all jurisdictions and manage the end-to-end delivery, including customer journey mapping.
- Partner with internal and external stakeholders to design and implement client lifecycle management solutions that enhance client value and satisfaction.
- Lead the development of standards and guidelines for client reach strategies, including social media, marketing assets, client events, and sponsorship events tailored to specific client segments and markets.
- Act as an internal coach and thought leader for client lifecycle management programs.
- Collaborate with cross-functional teams, including distribution, marketing, global client experience, compliance, and operations, to ensure seamless integration and execution of client journey stages.
- Work closely with marketing, sponsorship, and communication teams to ensure effective deployment of client reach initiatives and standards.
- Monitor the performance of client lifecycle management processes against established KPIs, identify areas for improvement, and implement necessary changes.
- Drive improvements in client acquisition, referrals, deepening, primacy, and retention using data-driven approaches and feedback from client experience surveys.
- Drive opportunities for innovation, diversification, and business/revenue growth to improve key metrics against industry benchmarks.
- Lead the implementation and rollout of the NPS across all jurisdictions, ensuring consistent data collection and feedback processes, and establish a closed-loop feedback discipline to capture and address client feedback effectively.
- Maintain expert understanding of the latest client lifecycle management and CX industry trends and innovations.
- Facilitate the sharing of client management best practices between domestic and international markets.
- Prepare high-standard presentations on a monthly/quarterly basis, related to client lifecycle management insights.
- Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning.
- Ensure effective and efficient operations while adhering to day-to-day business controls to meet obligations related to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk.
Do you have the skills to enable you to be successful in this role? We would love to work with you if you have:
- Master’s degree or MBA preferred with 8+ years of relevant experience in financial services.
- Strong understanding of Wealth Management business including Brokerage, Private Banking, Offshore, and Trust offerings.
- Experience in leading client discovery and developing future state client journey proposals.
- Expertise in client experience, engagement, retention, and acquisition.
- Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
- Exceptional verbal and written communication skills in English and Spanish, and ability to build solid relationships at all levels and across geographies.
- Strong problem-solving abilities to identify client pain points and propose solutions.
- Solid project and process management and change management skills.
- Strong strategic influencing, coordination, prioritization, and execution skills.
- Advanced presentation skills and adaptability to change.
- Sales management experience, including goal setting, performance monitoring, and coaching.
- Experience in applying design thinking frameworks in support of transformational change programs and initiatives is an asset.
Location(s): Canada : Ontario : Toronto
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 during the recruitment and selection process, please let our Recruitment team know. 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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Old Toronto, Ontario, Canada Scotiabank Full time{"h1":{"text":"Client Lifecycle Management Director"}},The Director of Client Lifecycle Management at Scotiabank is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement, experience, and re-engagement.Key Responsibilities:Lead the implementation and...
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Old Toronto, Ontario, Canada Scotiabank Full time{"h1":{"text":"Client Lifecycle Management Director"}},The Director of Client Lifecycle Management at Scotiabank is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement, experience, and re-engagement.Key Responsibilities:Lead the implementation and...
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Old Toronto, Canada Scotiabank Full timeRequisition ID: 206517 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. What you will be doing: The Director of Client Lifecycle Management at International Wealth Management (IWM) is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial...
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Old Toronto, Canada Scotiabank Full timeRequisition ID: 206517 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. What you will be doing: The Director of Client Lifecycle Management at International Wealth Management (IWM) is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial...
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Toronto, Ontario, Canada Scotiabank Full timeAbout the RoleWe are seeking a highly skilled and experienced professional to join our team as a Director of Client Lifecycle Management at Scotiabank. This is a key leadership role that requires a deep understanding of the financial services industry and a proven track record of success in client relationship management.Key ResponsibilitiesDevelop and...
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2 weeks ago
Toronto, Ontario, Canada Scotiabank Full timeAbout the RoleWe are seeking a highly skilled and experienced professional to join our team as a Director of Client Lifecycle Management at Scotiabank. This is a key leadership role that requires a deep understanding of the financial services industry and a proven track record of success in client relationship management.Key ResponsibilitiesDevelop and...
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Director, Client Lifecycle Management
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Toronto, Canada Scotiabank Full timeRequisition ID: 206517Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.What you will be doing:The Director of Client Lifecycle Management at International Wealth Management (IWM) is responsible for overseeing and managing the strategy and operatio
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Toronto, Ontario, Canada Scotiabank Full timeAbout the Role:The Director of Client Lifecycle Management at Scotiabank is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement, experience, and re-engagement.Key Responsibilities:Lead the implementation and rollout of client lifecycle management...
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