Director, Customer Experience- International Banking
3 weeks ago
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:- Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Define and implement customer experience (CX) standards and processes for each segment.
- Monitor Net Promoter Score (NPS) and customer satisfaction metrics to drive improvements.
- Oversee the design and execution of E2E (End-to-End) service models.
- Manage claims, complaints, and service-level agreements (SLAs) definitions.
- Collaborate with internal teams to standardize experiences and ensure service excellence.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- 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.
- 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:
- University education. Ideally a degree in Business Administration or similar.
- Desirable postgraduate degree in statistics, mathematics, economics or related fields
- Specific experience in the banking sector of at least 10 years in management positions.
- Knowledge and proven experience in managing banking products and services, ideally Retail segment.
- Specific knowledge of regional market regulation or compliance. Permanent updating to remain an expert in the field.
- 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.
- Highly outstanding skills in team leadership, results orientation, change management and analytical capabilities.
- 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 (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) 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-
Old Toronto, Canada Scotiabank Full timeTitle: 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...
-
Old Toronto, Canada Scotiabank Full timeTitle: 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...
-
Toronto, Canada Scotiabank Full timeRequisition 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...
-
Toronto, Canada Scotiabank Full timeRequisition 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...
-
Old Toronto, Canada Scotiabank Full timeh3>Title: Director, Commercial Excellence and Execution- International Banking (Toronto)Requisition ID: 209077Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.Director, Commercial Excellence and Execution- International BankingScotiabank is Canada's most international bank, with an international presence...
-
Corporate Banking Analyst
2 months 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
1 month ago
Old Toronto, Ontario, Canada The Toronto-Dominion Bank (Canada) Full timeJob 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, Corporate Banking
2 weeks ago
Old Toronto, Canada Scotiabank Full timeTitle: Director, Canadian Banking Transition Requisition ID: 210585Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. The Director, Canadian Banking Transition will contribute to the success of change management initiatives and sustainment strategies through effective management of human capital,...
-
Director, Corporate Banking
2 weeks ago
Old Toronto, Canada Scotiabank Full timeTitle: Director, Canadian Banking TransitionRequisition ID: 210585Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.The Director, Canadian Banking Transition will contribute to the success of change management initiatives and sustainment strategies through effective management of human capital, organization...
-
Strategic Director of Customer Experience
2 weeks ago
Old Toronto, Canada Scotiabank Full timeAbout the RoleAs a Strategic Director of Customer Experience, you will play a key role in driving business growth and customer satisfaction through effective management of Social Media and Email channels. The ideal candidate will have 5 years of experience in Financial Services or Retail Banking, with a strong understanding of emerging technologies and...
-
Director, Customer Experience
6 months ago
Toronto, Canada Scotiabank Full timeRequisition 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...
-
Old Toronto, Canada Scotiabank Full timeh3>Director, Commercial Excellence and Execution- International Banking 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,...
-
Regional Banking Director
2 weeks ago
Old Toronto, Canada Scotiabank Full timeJob OverviewA Regional Banking Director opportunity has arisen at Scotiabank, a leading bank in the Americas.About UsScotiabank is 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.Job DescriptionThe Regional Banking Director will be...
-
Associate, Banking Compliance
7 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...
-
Investment Banking Vice President
2 days ago
Old Toronto, Canada Sumitomo Mitsui Banking Corporation Full timep>The Vice President, Enterprise Risk Management (ERM) will be responsible for working with the Executive Director, ERM in the independent identification, measurement, assessment, monitoring, and reporting of all significant risks to the organization.This position will also be responsible for the adoption, implementation, and maintenance of various Risk...
-
Executive Director
3 months ago
Old Toronto, Canada Director File Full timeWith 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...
-
Director, Personal Segment
5 months ago
Toronto, Canada Scotiabank Full timeRequisition ID: 196615 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Director, Personal Segment, International Banking** **Purpose** The Retail Segments Director is accountable to work with local country segments and digital solutions teams to plan, build and align the deployment of the...
-
Regional Director, Private Banking Leader
2 weeks ago
Old Toronto, Canada Scotiabank Full timeAbout the RoleThe Regional Director, Private Banking is a key leadership position within Scotiabank, responsible for leading and overseeing a portion of the GTA Private Banking business. This individual will ensure business strategies, plans, and initiatives are executed and delivered in compliance with governing regulations, internal policies, and...
-
Digital Banking Director
1 month ago
Old Toronto, Canada Equitable Group Full timeJob Title: Digital Banking DirectorWe are seeking a highly experienced Digital Banking Director to lead our team in the evolution of our consumer Core Banking platform into a modern, state-of-the-art core banking platform using foundational Azure Cloud, DevOps, API, and PaaS services to deliver dozens of production releases per month.Key...
-
Old Toronto, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Associate Director, Roynat Equity Partners, Canadian Banking Requisition ID: 201583Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Associate Director, Roynat Equity Partners, Canadian...
