Engagement Management Specialist

4 days ago


Toronto, Canada Scotiabank Full time

Requisition ID: 213555

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

GTS Solutions Integration and Delivery (SI&D) is looking for a Engagement Management Specialist within the SI&D. Reporting into the Director of Engagement Management, this role offers the opportunity to excel and thrive in a high performance and results driven organization.

**Is this role right for you? In this role you will**:

- Leads and drives a customer focused culture throughout the 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.
- Build and nurture strategic client relationships through deep understanding of the business lines strategy and ensure GTS’s alignment
- Work with the business lines as they develop strategic roadmaps and initiatives
- Understand, translate and articulate GTS and business lines strategies and roadmaps to multiple stakeholders including the executives and the technical teams
- Provide communication/alerts to the business lines regarding degraded or missed service levels as a part of the problem management escalation process
- Pro-actively communicate any IT issues and upgrades to business lines
- Single point of contact and accountable for all GTS commitments to support client initiatives
- Work in close collaboration with SI&D solutions engineering and delivery teams
- Partner with the broader GTS teams to ensure flawless and speedy deliverables to the clients
- Escalate client satisfaction issues to the Director of client engagement in a prompt manner
- Creates an environment in which the team pursues effective and efficient operations of his/her 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.
- Responsible for solutioning and collaborating with teams on GW projects/programs to LOB. In the context of managing a program delivery, the position requires:

- Identification and management of dependencies between individual projects in the program
- Identification and management of the overall critical path
- Comprehensive understanding of the business environment to assess the impacts on multiple businesses and/or geographies, and establish project sequence and priority accordingly
- Comprehensive understanding the technical environment to assess operational risk associated with various solution and implementation options and facilitating identification of the most cost effective and efficient solution.
- Responsible for GTS deliverables (time, cost, quality)
- Responsible for Operational Readiness of all projects
- Facilitate transitioning of projects to steady state support
- Responsible to ensure full stack resources are assigned to initiatives / requirements are executing
- Coordinate maintenance/change windows / timing
- Facilitate and support the change management process for project delivery
- Ensuring his/her Objectives and Development Plans are maintained consistently
- Ensure that the Enterprise Delivery Framework is followed, and any deviations are rationalized to the Sponsors and agreed to be acceptable risk.
- Co-management of vendors and third parties, where applicable, by ensuring their role is understood, via the charter, and that their tasks and dependencies are reflected in the project plan and executed.
- Ongoing communication of project status, completing the weekly/monthly Engagement Status Reports and escalating issues to the senior management, as required.

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

- Ability to work under tight timelines and competing priorities
- Knowledge of banking industry
- Knowledge of regulatory and compliance requirements (i.e. OSFI)
- In depth knowledge with project management methodologies
- In depth knowledge technology platforms (e.g. Mid-Range Systems, Host Based Systems, MS)
- Bachelor’s degree in business or technology
- PMP Designation an asset
- Minimum 5 - 7 years of proven experience in providing high standard client relationship management preferably within the finance/banking sector with strong presentation skills, customer problem diagnostics and high-level solution design. At least five (5) years’ experience in managing /project lead role
- Bachelor’s degree in IT or business administration
- Excellent communicator and leader who is results-oriented and diplomatically assertive. Requires ability to synthesize and utilize data, mentor staff, and be a successful team builder
- Strong written and oral communication skills required. Demonstrated ability to multitask in a fast-paced environment. Excellent pers


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