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Director of Client Lifecycle Management

2 months ago

Canada Scotiabank Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Director of Client Lifecycle Management at Scotiabank. This is a key leadership role that requires a deep understanding of the financial services industry and a proven track record of delivering exceptional client experiences.

Key Responsibilities
  • Develop and Implement Client Lifecycle Management Strategies: Design and implement client lifecycle management programs across all jurisdictions, ensuring seamless integration and execution of client journey stages.
  • Partner with Internal and External Stakeholders: Collaborate with cross-functional teams, including distribution, marketing, global client experience, compliance, and operations, to ensure effective deployment of client reach initiatives and standards.
  • Lead Client Experience Initiatives: Drive improvements in client acquisition, referrals, deepening, primacy, and retention using data-driven approaches and feedback from client experience surveys.
  • Implement and Rollout NPS: 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.
  • Stay Up-to-Date with Industry Trends: Maintain expert understanding of the latest client lifecycle management and CX industry trends and innovations.
  • Build a High-Performance Environment: 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.
Requirements
  • Master's Degree or MBA: A Master's degree or MBA preferred with 8+ years of relevant experience in financial services.
  • Strong Understanding of Wealth Management Business: Strong understanding of Wealth Management business including Brokerage, Private Banking, Offshore, and Trust offerings.
  • Expertise in Client Experience: Expertise in client experience, engagement, retention, and acquisition.
  • Fluency in Spanish: Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
  • Exceptional Communication Skills: Exceptional verbal and written communication skills in English and Spanish, and ability to build solid relationships at all levels and across geographies.