Director, Customer Experience- International Banking

3 days ago

Old Toronto, Canada Scotiabank Full time
Title: Director, Customer Experience- International Banking

Requisition ID: 209073

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

Scotiabank is Canada's most international bank, with an international presence unmatched by other Canadian Banks. Our operations include providing a full range of financial products, solutions and advice to retail, small business and commercial customers in Latin America, the Caribbean, Central America, and the Asia Pacific. In addition, our partnerships with associated corporations in China, Curacao, Thailand, and Venezuela provide an entire suite of personal, commercial, wealth management and insurance services to over 24 million customers globally.

Purpose

Leads the design and execution of customer experience strategy across all segments, ensuring that every touchpoint aligns with the bank's service standards. Standardize and implement processes that enhance the overall customer journey and satisfaction. Safeguarding business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.

What you will do:
  1. Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  2. Define and implement customer experience (CX) standards and processes for each segment.
  3. Monitor Net Promoter Score (NPS) and customer satisfaction metrics to drive improvements.
  4. Oversee the design and execution of E2E (End-to-End) service models.
  5. Manage claims, complaints, and service-level agreements (SLAs) definitions.
  6. Collaborate with internal teams to standardize experiences and ensure service excellence.
  7. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  8. Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  9. Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vision/values/business strategy; and, managing succession and development planning for the team.

What you will bring:

  1. University education. Ideally a degree in Business Administration or similar.
  2. Desirable postgraduate degree in statistics, mathematics, economics or related fields
  3. Specific experience in the banking sector of at least 10 years in management positions.
  4. Knowledge and proven experience in managing banking products and services, ideally Retail segment.
  5. Specific knowledge of regional market regulation or compliance. Permanent updating to remain an expert in the field.
  6. Proven experience in managing and directing complex projects associated with product development and business income statement management (e.g. transformation, E2E processes, digitalization, agile practices, automation, modernization). Additionally, proven experience in comprehensive business case management, commercial strategies, and segmentation strategies.
  7. Highly outstanding skills in team leadership, results orientation, change management and analytical capabilities.
  8. Excellent skills in leadership, teamwork, and strategic planning.

Interested?

If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you?

Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

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.

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.

#J-18808-Ljbffr

  • Director, Customer Experience- International Banking

    4 days ago

    Old Toronto, Canada Scotiabank Full time

    Title: Director, Customer Experience- International Banking Requisition ID: 209073Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Scotiabank is Canada's most international bank, with an international presence unmatched by other Canadian Banks. Our operations include providing a full range of financial...

  • Director, Customer Experience- International Banking

    7 days ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 209073 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Scotiabank is Canada's most international bank, with an international presence unmatched by other Canadian Banks. Our operations include providing a full range of financial products, solutions and advice to retail, small business...

  • Director, Customer Experience- International Banking

    7 days ago

    Toronto, Canada Scotiabank Full time

       Requisition ID: 209073Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Scotiabank is Canada's most international bank, with an international presence unmatched by other Canadian Banks. Our operations include providing a full range of financial products, solutions and advice to retail, small...

  • Director, Account Management

    3 weeks ago

    Old Toronto, Canada The Toronto-Dominion Bank (Canada) Full time

    p>Line of Business: Personal & Commercial Banking The Financial Restructuring Group ("FRG"), part of the Business Bank, is a centre of expertise that manages higher-risk Business Banking relationships.To help the Business Bank achieve its market share objectives by restructuring and retaining good quality Business Banking clients.To help build Better...

  • Corporate Banking Analyst

    1 month ago

    Toronto, Canada Sumitomo Mitsui Banking Corporation Full time

    **Role Description**: The Analyst will also assist in managing the credit portfolio through on-going monitoring and reporting of asset quality. **Role Objectives**: - Participate in the negotiation, structuring, and execution of new transactions and ancillary products (derivatives, DCM, trade finance, etc.) - Participate in the due diligence of new...

  • Director of Technology Banking

    2 weeks ago

    Old Toronto, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time

    Job Title: Associate Director, Account ManagementJob Summary:We are seeking an experienced Associate Director to join our Account Management team. The successful candidate will be responsible for managing a portfolio of technology banking clients, assisting in growing the portfolio by structuring competitive financing packages, and assessing credit risk in...

  • Director, Customer Experience

    5 months ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 201265 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What your role will be** Director, Client Experience & Partnerships - Small Business, Canadian Banking The Director, Client Experience & Partnerships is responsible for overseeing the Small Business client experience, including...

  • Associate, Banking Compliance

    6 months ago

    Toronto, Canada Sumitomo Mitsui Banking Corporation Full time

    **Role Description**: Reporting to the Director, Regulatory Governance (“Director”), the Associate, Banking Compliance works closely with the Analyst, Regulatory Compliance with respect to the governance and execution of Canada Branch compliance risk management programs and related projects and initiatives. The position is responsible for a variety of...

  • Corporate Banking Director

    4 weeks ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129At Scotiabank, we're committed to creating a workplace that's inclusive and high-performing. We're looking for a talented individual to join our team as a Bilingual Director, Day to Day Banking (Spanish), International Banking.Key Responsibilities:Develop...

  • Corporate Banking Director

    4 weeks ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129At Scotiabank, we're committed to creating a workplace that's inclusive and high-performing. We're looking for a talented individual to join our team as a Bilingual Director, Day to Day Banking (Spanish), International Banking.Key Responsibilities:Develop...

  • Corporate Banking Director

    3 weeks ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129At Scotiabank, we're committed to creating a workplace that's inclusive and high-performing. We're looking for a talented individual to join our team as a Bilingual Director, Day to Day Banking (Spanish), International Banking.Key Responsibilities:Develop...

  • Corporate Banking Director

    3 weeks ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129At Scotiabank, we're committed to creating a workplace that's inclusive and high-performing. We're looking for a talented individual to join our team as a Bilingual Director, Day to Day Banking (Spanish), International Banking.Key Responsibilities:Develop...

  • Customer Experience Director

    2 weeks ago

    Old Toronto, Ontario, Canada ACCS - ARES Customer Care Solutions GmbH Full time

    About ACCS - ARES Customer Care Solutions GmbHACCS - ARES Customer Care Solutions GmbH is a pioneering digital lender dedicated to simplifying the borrowing process for individuals across Canada. Our user-friendly online platform enables loan applications and approvals to be completed in just a few minutes, making the lending experience more efficient and...

  • Bilingual Director, Day to Day Banking

    4 weeks ago

    Old Toronto, Canada Scotiabank Full time

    Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.PurposeThe Leader, Day to Day Banking is responsible for overseeing and optimizing the daily banking services strategy throughout the region. The main goal...

  • Corporate Banking Director

    3 weeks ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129Scotiabank is seeking a highly skilled and experienced professional to lead our Day to Day Banking team. As a Director, you will be responsible for overseeing and optimizing the daily banking services strategy throughout the region.Key...

  • Corporate Banking Director

    3 weeks ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129Scotiabank is seeking a highly skilled and experienced professional to lead our Day to Day Banking team. As a Director, you will be responsible for overseeing and optimizing the daily banking services strategy throughout the region.Key...

  • Bilingual Director, Day to Day Banking

    1 month ago

    Old Toronto, Canada Scotiabank Full time

    Title: Bilingual Director, Day to Day Banking (Spanish), International BankingRequisition ID: 204129Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.PurposeThe Leader, Day to Day Banking is responsible for overseeing and optimizing the daily banking services strategy throughout the region. The main goal...

  • Business Banking Director

    3 weeks ago

    Old Toronto, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time

    Job SummaryThe Toronto-Dominion Bank (Canada) is seeking a highly skilled Business Banking Director to join our team. As a key member of our Financial Restructuring Group, you will be responsible for managing a portfolio of large classified accounts and complex loans, while providing coverage to designated "Shadow" accounts.Key ResponsibilitiesManage a...

  • Business Banking Director

    3 weeks ago

    Old Toronto, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time

    Job SummaryThe Toronto-Dominion Bank (Canada) is seeking a highly skilled Business Banking Director to join our team. As a key member of our Financial Restructuring Group, you will be responsible for managing a portfolio of large classified accounts and complex loans, while providing coverage to designated "Shadow" accounts.Key ResponsibilitiesManage a...

  • Executive Director

    2 months ago

    Old Toronto, Canada Director File Full time

    With the upcoming departure of Executive Director, Nancy Webster, YPT is searching for candidates for the full-time position of Executive Director. This is an exciting opportunity to co-lead Canada’s largest professional theatre for young audiences, a respected arts institution representing one of the most culturally diverse audiences in the country.You...