Director, Client Lifecycle Management

2 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 206517

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

**What you will be doing**:
The Director of Client Lifecycle Management at International Wealth Management (IWM) is responsible for overseeing and managing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement, experience, and re-engagement. This role ensures a seamless and compliant client experience, enhancing client satisfaction and retention across all markets where IWM operates.

**Is this role right for you**:

- Lead the implementation and rollout of client lifecycle management programs across all jurisdictions and manage the end-to-end delivery, including customer journey mapping.
- Partner with internal and external stakeholders to design and implement client lifecycle management solutions that enhance client value and satisfaction.
- Lead the development of standards and guidelines for client reach strategies, including social media, marketing assets, client events, and sponsorship events tailored to specific client segments and markets.
- Act as an internal coach and thought leader for client lifecycle management programs
- Collaborate with cross-functional teams, including distribution, marketing, global client experience, compliance, and operations, to ensure seamless integration and execution of client journey stages.
- Work closely with marketing, sponsorship, and communication teams to ensure effective deployment of client reach initiatives and standards.
- Monitor the performance of client lifecycle management processes against established KPIs, identify areas for improvement, and implement necessary changes.
- Drive improvements in client acquisition, referrals, deepening, primacy, and retention using data-driven approaches and feedback from client experience surveys.
- Drive opportunities for innovation, diversification, and business/revenue growth to improve key metrics against industry benchmarks.
- Lead the implementation and rollout of the NPS across all jurisdictions, ensuring consistent data collection and feedback processes, and establish a closed-loop feedback discipline to capture and address client feedback effectively.
- Maintain expert understanding of the latest client lifecycle management and CX industry trends and innovations.
- Facilitate the sharing of client management best practices between domestic and international markets.
- Prepare high-standard presentations on a monthly/quarterly basis, related to client lifecycle management insights.
- Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning.
- Ensure effective and efficient operations while adhering to day-to-day business controls to meet obligations related to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk.

**Do you have the skills to enable you to be successful in this role? We would love to work with you if you have**:

- Master’s degree or MBA preferred with 8+ years of relevant experience in financial services
- Strong understanding of Wealth Management business including Brokerage, Private Banking, Offshore, and Trust offerings.
- Experience in leading client discovery and developing future state client journey proposals.
- Expertise in client experience, engagement, retention and acquisition
- Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
- Exceptional verbal and written communication skills in English and Spanish, and Ability to build solid relationships at all levels and across geographies.
- Strong problem-solving abilities to identify client pain-points and propose solutions.
- Solid project and process management and change management skills
- Strong strategic influencing, coordination, prioritization and execution skills.
- Advanced presentation skills and adaptability to change.
- Sales management experience, including goal setting, performance monitoring, and coaching.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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