Team Lead, Small Business

**Requisition ID**: 168775 **Cost Centre**: NATIONAL COLLECTION CENTRE **Employee Referral Program - Potential Reward**: $1,000.00 We are committed to investing in our employees and helping you continue your career at Scotiabank. **_ Purpose_** Leads and develops a team of Small Business Front End Collection Officers in the Canada Collections Centre in Canada, ensuring business strategies, plans and initiatives are executed / delivered. Responsible to provide coaching, direct leadership and guidance to the Collections Officers, as it relates to collections, customer service, process and policy support and system functionality. **_Accountabilities_**: - Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge. - Embeds the MOS collections framework within the team by conducting call reviews, role-play based coaching and targeted MOS development plans. - Provide a best in class customer experience when dealing with business partner, customers, or team members by resolving customer matters; authorizing correspondence in a manner that reflects Bank policies and guidelines; and understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of collection practices, policies and procedures. - Superior leadership and coaching to motivate and develop individual KPI performance improvement on the service team by: - Engaging in coaching as an ongoing observational activity with Collection Officers by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building - Reviewing Collection Officers customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions. - Conduct one-on-one coaching with Collections Officers to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality. - Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required. - Reviewing to Advisor data through a variety of reports to determine areas of strength and opportunity. - Recommending appropriate changes to policies, processes and procedures that will assist in maximizing the recovery of delinquent accounts, while improving productivity and efficiency of the unit; - 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 his/her team pursues effective and efficient operations of his/her 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 behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team. **Education / Experience / Other Information** - Completion of post-secondary education, with a minimum of 3 years of experience in management and collections of delinquent or overdue accounts in the financial services industry or experience collecting on delinquent accounts or 3-5 years working experience in collections is an asset. - Branch working experience and bilingualism is considered and asset; - Sound knowledge of the Bank’s Retail products, services and operating/collection systems including CACS, RLP, KS, CIS, Sales Builder, TLS; Location(s): Canada : Ontario : North York 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.