Client Relationship Manager, Commercial Banking - Burnaby area

Requisition ID: 222920

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

FUTURE OPPORTUNITY

Purpose

Contributes to the overall success of Canadian Commercial Banking 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 Client Relationship Manager (CRM) possesses a good understanding of financial products and services and focuses on delivering the full bank offering and driving primacy in relationships with our clients. They are responsible for identifying prospects in target markets and managing a client portfolio of standard to moderate complexity. This includes developing robust sales pipelines, engaging in client planning activities with partners, conducting sales calls and qualifying opportunities based on client needs and a high level of due diligence. The role is specific to the Growth segment of Canadian Commercial Banking, which includes clients with annual sales between $5MM-$15MM and credit authorizations from $1MM-$5MM.

The CRM is responsible for conducting sales planning activities, executing on business development strategies and building relationships with partners and both existing and new clients The incumbent is still responsible for initial analysis and continuing to work in collaboration with credit team on completion of credit applications.

Accountabilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Promotes the development and profitable growth of the Canadian Commercial Banking portfolio in the assigned market area by:

• Developing and implementing a marketing strategy to maximize business development opportunities for sustainable growth within the bank’s risk appetite.
• Developing sales plans for prospects and existing clients.
• Identifying prospects/referrals from other internal/external networks.
• Analyzing prospect lists and prioritizing business development opportunities based on market data and customer analytics.
• Partnering with internal stakeholders for non-credit related products.
• Referring clients and prospects to the appropriate Canadian Commercial Banking segment and partners as appropriate.

Pursues a business development program within the assigned market area according to agreed upon growth objectives by:

• Driving client primacy through sales of credit and non-credit commercial products to prospects and clients.
• Maintaining an appropriate ongoing sales pipeline and calling program.
• Identifying and facilitating the involvement of key Bank resources and stakeholders to further business interests.
• Maintaining effective follow-up with prospects/referrals on any unsuccessful opportunities.
• Updating client or contact information accurately and in a timely fashion.
• Leveraging latest technology and data to make more informed decision (e.g. Customer 360 dashboard, Salesforce).

Builds and maintains a market profile in the assigned market area with both internal and external contacts by:

• Planning and completing relationship activities that generate sales opportunities and/or provide value to clients.
• Building and maintaining an awareness of local market and general economic conditions.
• Meeting with business leaders and other centres of influence.
• Participating in local professional and community events and associations to develop and expand network of contacts.
• Liaising and utilizing Bank product specialists to stay abreast of new enhancements, products and services, and to fulfil identified client needs.

Ensures all aspects of assigned relationships receive ongoing attention, as required to maintain, improve, grow and retain the relationship by:

• Promoting and encouraging a strong relationship with the Credit Solutions Associate (CSA) and Client Service Specialist (CSS) and partnering as a team to support client needs.
• Including the Cash Management Contact Centre for Commercial Banking / Global Transaction Banking sales as a part of client meetings when a need is identified.
• Partnering with Service team to ensure satisfactory onboarding of clients.
• Using strong knowledge of the Bank’s streamlined products and services including simplified credit application, standardized and simplified products, standardized pricing and underwriting.
• Actively seeking customer feedback on Bank products and services and the delivery of customer service.
• Partnering with internal product specialists on the selling of non-credit products and ensuring customer needs are met.
• Actioning suggestions to continually improve client satisfaction and processes improvements which may be received directly from clients or through client satisfaction vehicles such as the Pulse.

Partner with Credit Solution Associate on credit portfolio for authorizations up to $5MM:

• Completing credit worthy discussion papers in a timely and sufficiently detailed fashion.
• Collaborating to optimize lending structure and provide ad hoc support through the origination and annual review process.
• Ensuring all documentation is properly prepared in advance of going to the client.
• Ensuring early identification of problem loans Making recommendations relative to structure, monitoring and risk rating to Global Risk Management as issues are identified. This may include exiting a relationship.

Champion sustainment of the Operating Model by:

• Taking ownership that activities and behaviours align to roles and responsibilities and adherence to guidelines and processes within the Team.

Champions a high-performance environment and contributes to an inclusive work environment.

Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions and maintains overall accountability for portfolio compliance.

Actively 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.

Reports into the Market Vice President.

Dimensions:

The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both borrowing (under $5MM) and non-borrowing. Borrowing Clients typically have standard to moderate complexity financial solutions.

Strong business development and communication skills are necessary to manage client, market and internal partner relationships.

The incumbent will interact primarily with various internal partners which include Global Transaction Banking, Business Banking, Retail, Wealth Management, Global Banking and Markets, Cash Management Contact Centre, and could include other partners on occasion such as Global Risk Management, the Business Banking Operations, Enhanced Due Diligence Unit CRA, as well as the Canadian Commercial Banking Executive Office.

The incumbent will also interact with external parties such as Solicitors, Accountants, Professional Service Providers and possibly External Bank Groups.

The incumbent continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The CRM looks for opportunities to promote the full bank offering to the client to drive primacy.

The environment is fast paced and demanding and will at times require priorities to be re-adjusted to accommodate urgent requests.

Education:

• Undergraduate degree in business or economics or work equivalency.
• Other training requirements as determined by the Bank from time to time.

Skills/Work Experience:

• Previous work experience of at least 2 years or completion of the Bank’s Training Program is preferred.
• Strong sales/closing skills.
• Strong networking ability.
• Strong negotiation skills.
• Strong communication and interpersonal skills are essential to this position. The incumbent must be able to effectively articulate their views both within the Bank and externally in the marketplace.
• Strong relationship management skills.
• Good credit skills.
• Strong knowledge of Bank’s commercial lending and deposit products and services, and customer profitability model, to provide integrated financial solutions.
• Ability to conduct due diligence on the strength of customer financials for deals of lower to moderate complexity.
• Thorough knowledge of relationship building and teamwork skills.
• The incumbent requires a thorough knowledge of the commercial banking marketplace in Canada and a general knowledge of the assigned market area’s key industries and competitive positioning within the assigned market area. The incumbent understands the Canadian Commercial Banking objectives, and has a thorough knowledge of segment, strategies and structure, as well as its lending and deposit products and services .
• Good knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes.
• Good PC skills are necessary, including a working knowledge of MS Word, Excel, PowerPoint, Outlook, and other commercial systems and platforms.

Working Conditions:

Work in a standard office-based environment; non-standard hours are a common occurrence. Travel within the assigned territory is required.

Location(s): Canada : British Columbia : Burnaby || Canada : British Columbia : Coquitlam || Canada : British Columbia : New Westminster

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.