Assistant Manager, Ecosystem Operations

Requisition ID: 219486

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

Purpose

The Assistant Manager, Operations is responsible for contributing to the overall success of the Centralized Operations model by working collaboratively and managing a team of Community Leads across multiple Ecosystems and locations. The incumbent works with the Senior Manager, Operations to ensure design, delivery and continuous improvement of the service and support experience and ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures.

Is this role right for you? In this role, you will be responsible for:

Leadership

• Leads and drives a customer focused culture throughout the team of Community Leads to deepen client relationships, leverage broader Bank relationships, systems, and knowledge

• Manages the Community Leads and ensures the support provided to the Ecosystem Business Partners is aligned to the ABWT (Activity Based Workplace Transformation) Program standards and the needs of the Ecosystem Partners

• Provides direct support to the Senior Manager, Operations for day-to-day operations and sustainment.

• Monitors and analyzes workload of the Community Leads and identifies opportunities across Ecosystems for creating capacity to assist with additional value-added work and projects

• Manages all end-to-end processes and is responsible for maintaining the service level standards

• Champions a high-performance environment and implements a people strategy for recruitment and retention. Communicating vison/values/business strategy and managing succession and development planning for the team.

• Develops, and motivates their team by fostering a diverse, equitable and inclusive work environment

• Monitors, tracks and reports on service volumes and trends to the Senior Manager, recommends and implements action as required

• Other duties and projects as assigned

On-site Support

• Provides on-site support for employees/Ecosystem which may require non-standard hours

• Point of contact for escalations as required.

• In emergency situations, acts as support staff for Community Leads, with accompanying duties as necessary.

• Applies judgement to identify, troubleshoot, complex functional and operational issues

• Manages a disperse team across multiple locations

Coaching and Development

• Ensures and promotes the development of team members using various coaching and training techniques, supporting the execution of the Community Lead goals and objectives

• Monitors individual and team performance, based on established metrics and cadence

• Sources opportunities for secondment and projects as part of the team development to broaden their experience and build out skills

• Manages, reviews, and approves all formal communication and is responsible for ensuring alignment to the service level standards

Change Management & Continuous Improvement

• Employs various data gathering techniques with accompanying analysis to better inform decisions surrounding processes and protocols for Operation Efficiencies.

• Support the Operations Model and provide input to the Senior Manager about opportunities for change.

• Creates and maintains documented procedures and processes.

• Embed continuous improvement approach. Actively works towards enhancing and developing process improvements and conducts ongoing evaluation of the existing processes and practices

• A subject matter expert (SME) on Centralized Operations, including reorganization/internal changes that have an employee impact

Employee Experience

• Applies in-depth understanding and experience of professional standards, operations, and customer service to direct support staff in the creation of guidelines to govern the Ecosystems.

• Understands, prioritizes, and articulates challenges and successes of the Ecosystems and assist with solution development.

• Support and attend Governance Council meetings with leadership to review current state of ecosystem and build stakeholder alignment to achieve results and support employees and meet operational objectives

• Solves diverse range of problems by filtering multiple sources of information

• Primary point of contact for all escalations to triage and action for resolution aligning with service level agreement.

• Oversee onboarding/offboarding to Ecosystem in regards to governance and processing of employee security access, storage, and key database; ensuring records are up to date.

• Ensures Community Leads provide timely support and assistance to employees with any security access, keys, storage questions and requests

• Liaises regularly with building security and promptly escalates any security issues or concerns to Security Operations and manages the organization and input of information related to employee security access

• Supporting the Bank, and internal and external employee engagement activities

Administration and Financial

• Review and approve all invoices through SmartBuy

• Processing of all expenses within Service Level Agreement

• Maintaining budget control and actively pursuing cost savings

• Monitors, and reports on monthly KPI trackers

• HR accountabilities: vacation requests, timesheets, mandatory e-learning

OHS and Fire and Safety building requirements

• Ensures compliance to the OHS program is maintained across all Ecosystems

• Composes correspondence related to OHS and Fire and Safety

• Maintains information / data in databases, for all Ecosystems, related to First Aid Attendants, OHS Committee membership and Fire and Safety Teams.

• Ensures team is trained according to Bank Standards as First Aid Attendants & Fire and Safety floor wardens.

• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions

• Actively pursues effective and efficient operations of their 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 Scotiabank Code of Conduct

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• University Degree in Business Administration or 5+ years related experience
• Experience leading a team
• Thorough knowledge and understanding of department's policies and procedures
• Strong organizational skills and ability to set priorities and manage time
• Excellent communication and interpersonal skills in dealing effectively with issues and interacting with internal and external parties
• Good knowledge of Bank HR polices, practices and legal requirements
• Good knowledge of supervisory and conflict resolution techniques
• Excellent Microsoft Office skills, with high proficiency in excel. MS Teams and data management

What's in it for you?

• Diverse and inclusive work environment

• Opportunities for professional growth supported by leaders who understand that developing our talent is key to our ongoing success

• A corporate culture built upon core values of respect, integrity, passion and accountability

• Employee Banking Benefits

• Competitive total rewards package includes a base salary, a performance bonus, vacation days, personal & sick days, maternity leave top-ups and much more

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.