Bilingual Director, Client Life Cycle, Gtb

6 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 198461

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

**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. GTB is the payments and transaction engine of Scotiabank, supporting Small Business, Commercial, and Corporate clients with effective treasury management solutions. As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., and Mexico.

**Purpose**
The Director, Client Life Cycle is responsible for leading and coordinating the client migration and readiness to the new platform. This role is also responsible for orchestrating the end-to-end client life cycle in the new platform, managing change, ensuring training is done for all stakeholders and clients, and defining and reporting the client usage monitoring.

**What You’ll Do**:
**Migration Strategy and Execution**:

- Coordinate Client Migration: Lead the planning, execution, and tracking of client migration activities. Collaborate with cross-functional teams globally (IT, operations, and client services) to ensure a smooth transition to the new platform.
- Timely Execution: Ensure that migration timelines are met, minimizing disruption to clients’ business operations. Address any unforeseen challenges promptly.

**Change Leadership and Client Life Cycle**:

- Define Client Life Cycle: Develop a comprehensive understanding of the client journey within the new platform. Identify touchpoints, pain points, and opportunities for improvement.
- Stakeholder Training: Design and deliver training programs for internal stakeholders (including sales, support, and account management teams) and external clients. Empower them to navigate the platform effectively.
- Effective Communication: Collaborate with marketing and communication teams to create clear, concise, and timely messages for clients. Ensure alignment with the platform’s value proposition and benefits.
- KPI Monitoring: Establish Key Performance Indicators (KPIs) related to client engagement, adoption, and satisfaction. Regularly track and analyze these metrics to drive continuous improvement.

**Client Usage and Attrition Management**:

- Salesforce Integration: Work closely with the Salesforce team to integrate client data and usage patterns. Leverage Salesforce reports and dashboards for insightful analysis.
- Usage Monitoring: Continuously monitor client activity on the platform. Identify trends, patterns, and areas of underutilization. Proactively engage with clients/stakeholders to address any gaps.
- Attrition Analysis: Investigate reasons for client attrition or non-usage. Collaborate with account managers to implement retention strategies.
- Mitigating Attrition: Develop and execute strategies to reduce attrition rates. Implement personalized outreach, targeted campaigns, and value-added services to enhance client satisfaction.

**What You'll Bring**:

- Degree / post-graduate degree, preferably in business or marketing.
- Understanding of corporate client acquiring acquisition /programs/services, processes, regulatory requirements, and internal compliance requirements.
- Experience delivering programs across multiple geographics is a strong asset.
- Experience leading global / regional teams.
- Proven ability to influence decision-making at all levels within an organization and influence non-directs through data and a vision in a variety of contexts.
- Deep payment product and technical knowledge, with the ability to break down the work involved into feasible solutions with a strong understanding of the impact of those solutions on business and product teams.
- Demonstrated client-centric mindset as well as executive communication skills.
- Spanish Fluency Required

**Work Arrangement**:

- Highly collaborative and fast-paced work environment

**Interested?**
At Scotiabank, every employee is empowered to

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