Toronto Employment Platform

Senior Manager, Small Business

Requisition ID: 101644Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.



Contributes to the overall success of the international Business Service Centre (BSC) in Latin America and the Caribbean 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.  The BSC is the everyday provider of service for Corporate clients, Commercial and Mid-Market clients, as well as Small Business clients.  Responsible for meeting the day-to-day business banking needs, the BSCs serve as a critical point of client contact and plays a key role in the Client Relationship Coverage Team.


This position ensures that the operating processes and procedures of the BSCs are consistent with International Operations standards and procedures as well as Compliance and Operational Risk standards. This include conducting operational reviews in countries, addressing audit concerns, and training staff in countries in new process and procedures. The incumbent will also be responsible for the roll out of new initiatives and designing and documenting processes and procedures as well as identifying opportunities to make existing processes more efficient.  





Interact with BSC Heads, Local Delivery Managers, International Corporate & Commercial Banking (“ICCB”), GTB Product teams, Small Business, International Operations teams and other IB Departments in a pro-active manner. 
Interact with BSC staff to provide support to BSC units as required. 
Make sure service provided to the other channels, (e.g., Product, IBSS, GTB, ICCB) is high quality.
Identify, document, and recommend process improvements and work with local BSC Heads to ensure the implementation is successful.
Analyze root causes of operational issues and initiate corrective action by recommending/implementing policy, procedural, and system solutions;
Manage and monitor service levels, procedures, and trending effectively.  
Actively participate in projects for new or enhanced systems and products
Act as a resource to ICCB, IB, GTB and the various other Product Groups in the development and testing of new products and systems as well as the implementation of new policies and internal/regulatory requirements;
Provide assistance in the development and vetting of new procedures, circulars, BIB/manual updates along with assessing conformity to compliance requirements including identification and mitigation of potential risk issues;
Review and authorize changes to process or procedures, ensuring all appropriate controls, compliance, and regulatory requirements are maintained to minimize risk and costs to the Bank and Clients;
Ensure project work assigned is completed on schedule within approved budget levels against a background of constantly changing and occasionally conflicting priorities;
Review processes and systems to ensure controls, compliance and oversight mechanisms are in place to minimize risks;
Participate with ICCB in conducting onsite Operational Reviews of the BSCs, and provide a detailed report and action plan to local manager covering (amongst others) potential Audit issues, and Gaps to the BSC Target Operating Model;
Review recommended changes or enhancements, which ultimately reduce costs and improve productivity/controls and service levels and experiences for ICCB, Partners, and the clients serviced;
Maintain current knowledgeable of the Bank’s products and initiatives;
Maintain an ongoing awareness of high-level business strategies which could impact the BSC in any way;
Liaise as required with management, support units, other IOSS-BSC staff, IOSS teams, Operational Risk, Audit, Compliance, and IB departments;
Lead and manage using strategic influencing to build a cohesive management team and ensure effective use of human resources to support the business objectives.
Build and maintain an effective team through networking, attendance and contribution in meetings
Maintain up to date knowledge on technological trends, industry trends, best practices, and ICCB/BSC Support business and technology strategies;
Coach and train (where appropriate) to provide feedback and direction to continuously improve the level of staff performance;
Conduct performance assessments for direct staff (if assigned) along with recognizing performance and managing non-performance;
Provide direction for the recruitment selection, development, and retention of high potential employees;
Contribute to a high level of morale within the group;
Make sure the Business Service Centres are provided with proper support and assistance by executing management control and liaison over all phases of assigned projects


Requirements & Qualifications:


University degree in Business, Commerce, Finance, Banking or related field.
Project Management education (an asset)
Bilingual: English and Spanish
Excellent written and verbal skills in both languages is required to prepare procedures and interact effectively with the BSCs, other Bank departments and external parties;
Knowledge of International Corporate & Commercial Banking policies, procedures, operational processes and systems;
Knowledge of Bank’s commercial lending, deposit/investment products, cash management products/services, policies and procedures;
Excellent time management skills in order to satisfy the needs of a large client group
Working knowledge of related regulatory requirements including OHS, KYC, AML, Anti-Terrorist Financing Policies, Compliance Control & Operational Risk Self-Assessments, Business Continuity Plan,  FCAC,  and Privacy legislation and procedures;
Thorough knowledge of the International Bank’s production and legacy systems;
Knowledge of Bank regulations, policies, procedures, and operations;
Knowledge of the Bank’s Service and Complaints Resolution Standards and Procedures;
Knowledge of the Bank’s operations and human resource policies and procedures;
Knowledge of the roles and responsibilities of other bank service and support functions crossing all delivery channels;
It will be an asset to have experience in Corporate Banking, Commercial Banking or credit. It will also be beneficial to possess a combination of business procedures reengineering, international banking experience, and experience with process design, process implementation and project management.


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. If you require technical assistance, please click here. 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.

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