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Fulfillment Officer, Small Business

3 weeks ago

Mississauga, Canada Scotiabank Full time

Requisition ID: 156742

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

**Purpose**

Contributes to the overall success of the Small Business Fulfillment team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

**Accountabilities**
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Provides excellent customer experience by taking responsibility for and ensuring the successful implementation of loan fulfillment for new and existing client relationships as directed by the Branches.
- Adhere to established Operating Performance Commitments(OPC) to create excellent fulfilment experiences for our clients and Banking partners.
- Preparation, validation, and execution of required collateral and other related documentation for Small Business Banking clients to ensure accuracy and completeness as required for/from the branches.
- Active participation in end to end daily huddles to help resolve issues and raise concerns where partner cooperation is required to ensure an exceptional customer experience, and drive deals and business.
- Adhere to established Operating Performance Commitments(OPC) to create excellent fulfilment experiences for our clients and Banking partners.
- Maintains a high degree of relevant, up-to-date knowledge and understanding of appropriate products, processes and policies, including completing internal training to maintain expertise, and reviewing all news items, processes, and related publications.
- Participates as active partners, and initiates changes by working with stakeholders, and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
- Provides timely and meaningful data to partners to ensure that data is easily available, thereby facilitating the decision making process.
- Responds promptly and effectively to fulfillment inquiries, concerns and complaints from Banking partners, through the ability to:

- Resolve fulfillment issues and reduce business and client impact with the direction of the manager as required, to provide a high level of service to our clients.
- Analyze situations and present sound recommendations and decisions to overcome any obstacles, and escalate as required.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursuing effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.
- Perform other related duties as assigned.

**Dimensions**
- Contributes to achieving a departmental Operational Performance Targets of 95% or higher as it relates to Branch or Private Banking fulfillment requests, and accuracy of verification and approval rates.
- Reviews authorizations for deals within their limits, referring anything above thresholds and executes the fulfillment of these requests (department volumes approximately 113,000 annually).
- Operates independently day-to-day within assigned authorities/limits
- Uses comprehensive judgment in the interpretation of data and instructions, and escalates issues with recommendations as required.
- May act as the main point of contact for day to day fulfilment activities and will provide superior service and support to our business partners (services approximately 900 branches)
- Contributes to the National Small Business fulfillment team and provides service to Branches, Private Banking, Adjudication Centre of Expertise (ACE), Small Business group, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, and other units across Canada.
- Provides national coverage between the hours of operations (7 a.m. - 8 p.m. Eastern Standard Time). Shift may vary
- Participates in pilots, and test & learns, as required
- Participates in cross-training to broaden skillsets across different areas

**Skills and Requirements**
- Post-Secondary Education or a minimum of 2 years of relevant working experience in Financial Services or related in