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Strategic Client Experience Leader

2 months ago

Toronto, Ontario, Canada Scotiabank Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Client Lifecycle Management efforts. As a key member of our team, you will be responsible for developing and implementing strategies to enhance client satisfaction and retention across all markets where Scotiabank operates.

Key Responsibilities
  • Client Lifecycle Strategy: Develop and implement a comprehensive client lifecycle strategy that aligns with Scotiabank's business objectives.
  • Client Experience: Lead the design and implementation of client experience initiatives that enhance client satisfaction and retention.
  • Program Management: Oversee the development and implementation of client lifecycle management programs across all jurisdictions.
  • Stakeholder Management: Partner with internal and external stakeholders to design and implement client lifecycle management solutions that enhance client value and satisfaction.
  • Performance Monitoring: Monitor the performance of client lifecycle management processes against established KPIs and identify areas for improvement.
  • Team Leadership: Lead and manage a high-performance team to achieve business objectives.
Requirements
  • Education: Master's degree or MBA preferred with 8+ years of relevant experience in financial services.
  • Experience: Strong understanding of Wealth Management business, including Brokerage, Private Banking, Offshore, and Trust offerings.
  • Skills: 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.
  • Leadership: Exceptional verbal and written communication skills; strong problem-solving abilities; solid project and process management and change management skills.