Director, Personal Segment

3 weeks ago

Toronto, Canada Scotiabank Full time

Requisition ID: 196615

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

**Director, Personal Segment, International Banking**

**Purpose**

The Retail Segments Director is accountable to work with local country segments and digital solutions teams to plan, build and align the deployment of the segment’s strategies in each market to develop and grow the personal banking business, including the design and implementation of customer segmentation policies, customer value proposition, customer journeys, digital solutions, service & advisory models, targets and incentives, profit plan, customer research & insights, reporting and P&L.

**What You’ll Do**:

- Define and lead the planning and execution of a growth strategy for personal banking segments in IB Retail, and the development of customer value propositions in partnership with local country segments and digital solutions teams in alignment with global support divisions.
- Develop customer segmentation thresholds and policy in partnership with segments, digital solutions and private banking teams.
- Drive development and deployment of business plans for customer acquisition, onboarding, engagement, and retention.
- Review customer service metrics, and operational processes and implement changes to improve the overall customer experience.
- Lead improvements in operating processes and procedures to ensure an efficient and exceptional distribution and advisory service experience.
- Drive in concert with local segments and digital solution teams the development of product sales and marketing strategy to ensure the achievement of customer engagement, product penetration, sales, and volume targets.
- Oversee preparation of segments budget and business plans including target sales, volume, marketing strategy, consumer segmentation, product and digital solution positioning, objectives and life cycle recommendations to achieve overall business goals.
- Create in conjunction with Finance and the Analytics and Insights teams the development of robust financial reporting and metrics for all retail segments, which facilitate effective segment management and decision making.
- Prepare regular reporting to Executive management on segment and solution performance key metrics - acquisition, activation, engagement, retention & delinquency management.
- Contributes to the retail segments strategy as a champion of value proposition development to improve the segment with a data-driven omnichannel view by:

- In coordination with the countries, interpreting and synthesizing information on local segments and digital solutions from various sources, predominantly from market research, sales reports, and systems data
- Contributes to the customer segmentation thresholds and policy in partnership with segments, analytics, and risk
- End-to-end journey mapping of key customer and employee pain points of the prioritized segments
- Analyzing competitive trends and best-in-class standards to understand how Scotiabank compares, and drives the achievement of best-in-class value proposition benchmark standards
- Developing a deep understanding of retail segments expectations at each of the points of contact
- Developing and executing a divisional strategic roadmap for the value proposition improvements and ongoing guidance for the markets
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

**What You'll Bring**:

- Fluency in English and Spanish is an asset (Basic Profiency Required At Least)
- 5 to 10 years of relevant experience in segment management, customer value proposition design, distribution and product marketing.
- Strong Communication skills with exceptional strategic thinking capabilities and a customer and results focus
- Knowledge of retail banking products and value proposition
- Effective business planning and strategic skills
- Understanding/experience working with financial models
- Strong financial and business analysis skills
- Strong leadership skills, along with the ability to influence and motivate others.
- Excellent understanding of Ret

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