Vice President, Contact Centre, Operations

**Requisition ID**: 150330

**Cost Centre**: SCI/SMDI INFRASTRUCTURE PAYROLL

**Employee Referral Program - Potential Reward**: $0.00

We are committed to investing in our employees and helping you continue your career at Scotiabank.

**_
Purpose_**

The Vice President, Contact Centre, Operations & Client Solutions, iTRADE (The VP) is responsible to provide strategic leadership and direction of iTRADE’s client experience journey with new digital onboarding, workflow, and servicing capabilities. This role is accountable for iTRADE’s contact centres, operations and client onboarding, and the adherence to all business policy and regulatory management requirements.

The VP is responsible for the development and execution of short
- and long-term strategic plans, policies, and programs to support overall business growth, specifically to drive operational excellence; deliver memorable and value-added customer experiences, and improving the employee experience with the right training, coaching, tools, and resources.

Further, the VP is responsible for optimizing the client acquisition and engagement experience for all iTRADE’s client segments from main street to ultra-high net worth by providing effective servicing, new digital account opening and funds transfers, business referrals, straight-through service transactions, and optimized trading execution. They have direct oversight of iTRADE’s Contact Centres (Toronto and Montreal) and Operations teams.

The VP will also lead innovation, enhancement, and optimization for our broader Wealth Service and Sales Channels and Partnerships by overseeing integration plans with other areas of Global Wealth Management and the recent MD Financial Management acquisition.

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**Accountabilities**:

- Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Provides strategic leadership and direction for iTRADE’s Client Experience Journey by:
- Leading the Rapid Lab efforts with our CET partners to evolve the new account opening process, drive operational workflow and servicing capabilities, with new technology and digital solutions
- Using industry expertise and sound financial acumen to balance and reduce business line allocations and build out cross-collaboration amongst business lines to create efficiencies and centralized efforts
- Effectively direct the flow of new accounts, transfers, and client documentation with a high degree of automation, standardization and ensuring fulfillment and turnaround is optimal and accurate and within required SLA
- Foster key relationships to create business cases and plans in close collaboration with internal and external partners within Global Wealth Management, Finance, Technology, Canadian Contact Centres, Compliance, amongst others
- Managing and overseeing all technology and vendor relationships with respect to the effective running of the contact centre and operations
- Leading the development and implementation of key performance metrics for evaluating and benchmarking customer satisfaction levels, service and other operational metrics, acquisition, and funding targets with the goal of driving continuous excellence and customer satisfaction.
- Oversight of Regulatory and Business Policy by:

- Managing the effective day to day business controls within a comprehensive and highly regulatory environment. This includes meeting IIROC, CASL, FACTA, AML/ATF, and other business risk obligations by providing oversight and ensuring processes and procedures are in place to mitigate risks to the firm
- Streamlining and simplifying redundancies or obsolete business practices, encouraging capacity utilization, automation, and standardization where applicable.
- Supporting the pricing and credit strategy while managing credit decisions up to $5MM. This also includes the need to work with GRM to represent iTRADE in credit negotiations with the bank’s credit committee for decisions over $5MM, acting as a SME, providing recommendations, advice, and alternatives that adhere to iTRADE and bank risk policy.
- Managing relationships with various internal partners (compliance) and/or industry partners/regulators to ensure the appropriate reporting to regulatory bodies of client complaints, and to ensure legal actions are addressed within appropriate timeframes.
- Establishing, maintaining, and testing BCP protocols on behalf of the iTRADE business specific to the contact centre and operations to ensure the business remains in a state of operational readiness for clients, and can continue to function in case of medium to large scale outages.
- Taking ownership on any required regulatory duties and changes from IIROC, CASL, RCM monitoring, etc., and participating in quarterly operations risk review, audit controls, and account reconciliations.
- Lead innovation, enhancement, and optimization for our broader Wealth Service and Sales Channe