Senior Client Associate, Global Transaction Banking, Commercial Banking

Senior Client Associate, Global Transaction Banking, Commercial Banking

Requisition ID: 242877

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

The Senior Client Associate, Global Transaction Banking (GTB) supports the Team Lead, SCA GTB with support needed to meet cash management fulfillment requirements for new clients, and to resolve service issues for existing clients in a highly efficient and client‑centric manner. This includes coordinating with internal partners and directly reaching out to clients to address product fulfillment needs, as well as resolving escalated client challenges, identifying prospects, and opportunities for growing existing client relationships. The role focuses on servicing both the Midmarket & National Accounts Segment and complex customer accounts in Commercial Banking.

Contributes to the overall success of Commercial Banking, ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives. All activities are conducted in compliance with governing regulations, internal policies and procedures.

Accountabilities

Product Expertise & Proposal Execution

Provide coverage team support with proposals, client briefs, SalesForce and C360 information to inform presentations. Assist with the preparation of client and partner presentations and proposals in conjunction with Product owners and Proposal Writing Team to meet time‑sensitive client needs. Work with Product owners to identify potential product enhancements and provide feedback through the appropriate communication chains.

Fulfillment

Coordinate efforts with the client and various internal partners, including the RBBO and Global Transaction Banking (GTB), to ensure cash management and related services and products are fulfilled as per customer expectations by providing consistent accuracy on information and instructions provided to Customer Sales Support and the BSC. Includes contacting clients and sourcing information from various Bank systems while coordinating efforts to ensure a best‑in‑class client experience.

Client Coverage

Resolve service and related issues for complex high‑valued clients for cash management, payments, deposit products, reporting and digital banking platform. Demonstrate a sense of urgency and provide recommendations for resolution of service issues. Manage the issue resolution process within appropriate timeframes and escalate to management when not resolved in a timely or satisfactory manner. Works collaboratively with Retail Business Banking Operations team (RBBO) on day‑to‑day servicing to enhance the client experience.

Treasury Reviews

Prepare and consolidate required information from various sources to enable thorough treasury reviews for priority clients on an annual basis. Perform gap analysis, identify inefficiencies, streamline services and review pricing for market and industry alignment. Provide targeted recommendations to GTB to enhance and deepen the relationship. Ensure fees, pricing and deemed risk limit changes are correctly processed and systems are appropriately updated.

Manage various fulfillment and technical service requests and ensure bottlenecks or delays are promptly escalated with a plan to resolve.

Use data and analytics to identify opportunities to enhance client services and solutions and cross‑sell, sharing recommendations with Senior Manager, GTB. Focus includes growing deposits and cross‑selling for existing single‑service clients.

Make suggestions to continually improve processes and client satisfaction metrics. May include reviewing and solutioning feedback received directly from clients or through client satisfaction vehicles such as the Pulse.

Understand how the Bank’s risk appetite and risk culture should be considered in day‑to‑day activities and decisions.

Actively pursue effective and efficient operations of the assigned areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring adequate day‑to‑day business controls to meet operational, compliance, AML/ATF/sanctions and conduct risk obligations.

Champion a high‑performance environment and contribute to an inclusive environment.

Reports into the Team Lead, SCA Global Transaction Banking — no direct reports.

Dimensions

- The Senior Client Associate, GTB will support the Team Lead, Global Transaction Banking.

- Clients serviced are in Canada and generally within the same region although they may have operations across the country as well as in international locations. These are core clients, both borrowing and non‑borrowing, with moderate to complex financial solution requirements.

- Strong organizational, strategic relationship building, and communication skills are necessary to manage significant data from multiple sources and balance various tasks related to fulfillment and client service administration.

- The Senior Client Associate will typically receive requests from the Team Lead GTB and Senior Managers, GTB but may also at times be requested to support Market Vice President, GTB. May work directly with Relationship Managers and other CSSs in Commercial Banking regarding GTB products, as required.

- They interact primarily with partners: other CSS in Commercial Banking, Retail Business Banking Operations, and Global Business Payments, and potentially other partners such as the Commercial Banking Executive Office.

- The Senior Client Associate consistently provides service in line with Scotia Service Standards, Complaint Resolution Standards and Procedures, and looks for opportunities to promote the sale of GTB products and services.

- The environment is fast paced and demanding and may require priorities to be re‑adjusted to accommodate urgent requests.

Education/Experience/Other Information

Education

- University or College business degree, or equivalent work experience or operational experience.

Skills/Work Experience

- Strong commitment to excellent client service and ability to work with clients to resolve issues amicably and promptly.

- Strong organizational skills to coordinate and prioritize a number of concurrent requests from Team Lead, GTB and different Senior Managers, GTB and/or partners.

- Strong interpersonal skills to obtain agreements within Commercial Banking and partners.

- Strong written and verbal skills with proven ability to engage stakeholders and clients.

- Good knowledge of fulfilment processes and roles of partners.

- Good knowledge of Commercial Banking partners and their involvement in servicing clients, including Retail Business Banking Operations and Global Business Payments fulfillment.

- Good knowledge of the Commercial Banking structure.

- Thorough knowledge of the applicable software and technology platforms for Commercial Banking (e.g., Sales Force, Intralink, Outlook, Excel).

- Working knowledge of the features and benefits of commercial products, services specific to payments and cash management, and the credit requirements associated with them.

- Working knowledge of Microsoft Office applications.

- High degree of flexibility to adapt to a wide variety of tasks.

- Strong commitment to accuracy, customer focus and results focus.

- Bilingual in English & French, depending on the market covered.

Working Conditions

- Work in a standard office‑based environment; non‑standard hours are a common occurrence.

- Periodic travel to another office within Toronto or the GTA may/ will be required, based on business need – i.e., depending on the GTB Sales portfolio assigned.

Location(s)

- Canada : Ontario : Toronto

- Canada : Ontario : London (ON)

- Canada : Ontario : Markham

- Canada : Ontario : Mississauga

- Canada : Ontario : Vaughan

- Canada : Ontario : Waterloo

Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and 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.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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