Manager, Cash Management Services

Requisition ID: 213313

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

Purpose

Leads and oversees a designated team within the Cash Management Services business unit ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures. Responsible for a team that oversees the output of high quality and accurate client data including generating both customer and internal documents, fulfillment customer and partner requests and responding to inquiries and escalations.

Accountabilities

• Leads and drives a client-driven culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Provides excellent client service by taking responsibility for escalated client and partner inquiries, concerns, or complaints and resolving matters promptly and accurately. Demonstrates professionalism and commitment to achieving the highest level of customer satisfaction.
• Manages the activities of the business units supporting the Commercial and Small Business various portfolios and attests to the validity of all related documentation and assigned processes by:
  • Providing management oversight on the preparation and execution of Business Banking documents to meet the requirements stipulated by the Bank's policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of existing accounts, and products & services.
  • Managing end-to-end processes, including the takeover accountabilities to ensure proper review of audit controls.
  • Consulting with designated Branch, BSC employees, and other Business Banking Partners as required, including escalating exception items for resolution.
• Applies judgement to identify, troubleshoot, and resolve day-to-day business, functional, and operational issues.
• Active participation in team daily huddles to help resolve issues and raise concerns where partners cooperation is required to ensure an exceptional customer experience, and drive deals and business.
• Manages employees and follows the Bank's Performance Management processes by:
  • Coaching employees to achieve goals and objectives focusing on functional and behavioral skills, and to ensure the established operating standards are met to create positive fulfilment experiences for our customers and Banking partners.
  • Coaching team(s) to execute against cascaded operational objectives.
  • Being accountable for recruiting, performance management and talent development activities.
  • Cascading organizational objectives and leading others to deliver business and operating results.
  • Supporting the team in implementation of various projects (including pilots and test and learn).
• 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 the team pursues effective and efficient operations for 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.
• Builds 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.
• Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
• Perform other related duties as assigned.

Dimensions

• Works independently, guided by established practices, and operates within assigned authorities/limits.
• Reviews accuracy of service activities for new and existing accounts, products & services
• Integrates organizational understanding and knowledge of products, services, professional methods,and operating standards to manage results.
• Serves as an escalation point and triages issue resolution at the policy level.
• Business Units supported but not limited to are: Commercial Banking Mid-Market, National Accounts and/or Specialized Accounts, Global Risk Management, Payments & Cash Management, Audit, Trade services, Scotia Leasing, Real Estate Banking, Small Business, Customer Services and Solutions, Cash
• Management Call Centre, and other units (as applicable)
• Provides national coverage between the hours of operations (7 a.m. - 8 p.m. Eastern Standard Time). Shift may vary.
• Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods.
• Review Smart Automation outputs for inconsistencies, trends or errors and escalate as applicable.
• Participates in pilots, and test & learns, as required.
• Takes ownership of self-development and broadening management skillsets across different areas.

Education / Experience / Skills

• Post-Secondary Education (Business Degree preferred) and/or 3 years equivalent work experience in Financial Services or related industry.
• Minimum of 2 years managerial experience
• Thorough knowledge of Commercial Banking and Small Business products & services, and lending services
• Thorough knowledge of business credits (including syndications) as it applies to Small Business and Commercial Banking's policies & procedures, business accounts, products & services, and collateral documentation.
• Working knowledge of the Bank's compliance requirements for business banking.
• Fluency in English (written & verbal) and Organizational Skills.
• Effective communication (written & verbal), organizational, and decision-making skills

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited travel may be required.
• Pressure from meeting deadlines and situations requiring prompt attention.
• Works in a constantly changing environment.
• Can experience significant fluctuations in volumes of work or unexpected events (e.g., system interruptions) which may require overtime.
• Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief
• and unplanned absences.

Location(s): Canada : Ontario : Mississauga

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.