Manager, Business Operations, Digital

2 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 207682

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

**Manager, Business Operations, Digital Channels-**Global Transaction Banking**:
Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

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

**Purpose**

As the Business Operations Manager within Digital Channels, you will play a key role in driving day-to-day operational aspects and the delivery of capabilities and features against the vision for the ScotiaConnect Business Digital Banking platform. You will partner with technology & design teams, control function teams, and product payment teams to deliver optimal customer experience and value while ensuring payment platform stability and performance acting as a key resource to all internal and external stakeholders, and ensure all tasks are managed and in compliance with governing regulations, internal policies & procedures.

**What You’ll Do**:
Maintain key strategic partnerships with various internal and external GTB Teams to support effective day-to-day business operations of the digital channel by:

- Contributing to the strategic digital roadmap and key drivers for Channel objectives, considering from both a domestic and global perspective.
- Conducting reviews and analysis on performance of the Scotia Connect Product & Service suite, to ensure expectations of both customers and partners are met.
- Ensuring internal and customer facing product materials related to ScotiaConnect (i.e. sales aids, manuals, forms, brochures, training guides) are current and effective.
- Working with the Channel Labs and technology teams to assess impacts of deliverables across the ScotiaConnect Platform resulting from the ~monthly system releases.

**Identify and address priority product & service operational gaps in support of ScotiaConnect business functions to**:

- Drive operational effectiveness through engagement with front line teams, support RFPs to identify needed core functionality and raise digital awareness.
- Conduct prospective customer ScotiaConnect demos that support the sales process, utilizing the opportunity to understand all current Cash Management servicing requirements as well as future needs, so as to make recommendations for continuous improvements to ensure the Channel remains positioned as a key digital solution.
- Maintain an effective business operations model to support day-to-day channel management (i.e. Release management, p-log prioritization, managing token inventory, etc.).

**Contribute to Primary Customer growth across all business banking segments with a focus on ease of doing business and determination of up-to-date customer needs by**:

- Improving internal processes to alleviate customer pain points through cross team collaboration.
- Resolving customer concerns in a timely and efficient manner.
- Implementing efficiency savings with measurable results (i.e., capacity generation, cost reduction / prevention).

**Drive key operational strategic strategies for the Channel through the use of data and analytics by**:

- Maintaining and monitoring key performance metrics with an aim to ensure data integrity and continued enhancement of the dashboard through engagement with key statistical partners including the GTB Analytics Team and the GTB Pricing Optimization Team.
- Preparing and presenting various reports on Channel operations while working closely with all internal GTB Product & Service BLs including the Communications & Product Engagement Team, Payments Team, Product Team, Sales Teams as well as all operational Support and Channel-related technology partners.
- Leveraging any prior analytical knowledge and experience in support of necessary periodic engagement on behalf of the Channel with external partners including all Segment and Regulatory / Fraud / Compliance Team

**Create an environment of effective and efficient operations in accordance with the Bank’s Values, Code of Conduct, Global Sales Principles and Risk Culture by**:

- Understanding how the Bank’s risk appetit

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