Director, Retail Operational Excellence

2 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 211117

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

The Director, Retail Operational Excellence leads and oversees the optimization of Retail Branch operations and is responsible for enhancing the overall efficiency and effectiveness of the Bank’s National Branch network. The Director is responsible for streamlining branch operations, design and implementation of productivity initiatives to enhance the delivery of Advice and Service excellence to clients, while ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

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

- Lead and drive a client focused culture throughout the 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 streamlining branch workflows to enhance efficiency and productivity, and implementation of best practices and standard operating rhythms across all Branches. Partners with clients, third party providers, and internal stakeholders to proactively recognize and implement opportunities to improve client and employee experiences.
- Provide strategic and tactical oversight of the design and implementation of business transformation initiatives and projects, with a focus on productivity, incremental revenue and/or cost reductions. Utilize internal expertise, best-class systems, processes, tools, and external benchmarks to assess and prioritize initiatives across branches, ensuring they align with business goals. Establish benefits and success metrics for each initiative to maintain alignment with business objectives.
- Lead and participate in requirements gathering discussions to enhance product and service delivery, collaborate with product teams to drive channel alignment, and ensure that both client and employee needs are met effectively.
- Collaborate with internal stakeholders to ensure smooth product changes and launches. Engage in the entire lifecycle of product changes, from defining business requirements to implementation, while minimizing administrative burdens on branch channels.
- As a change agent, promote a culture of continuous improvement by identifying opportunities for process enhancements and implementing solutions to boost operational efficiency.
- 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 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.
- Build a high-performance environment and implement 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.

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

- 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
- Expert knowledge of project management techniques, including Agile.
- Excellent understanding of Retail Banking 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 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.
- Excellent analytical and critical thinking capabilities.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, the

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