Requisition ID: 202447
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
What your role will be...
Manager, Digital Channels & Customer Engagement - Small Business Banking (Toronto, ON)
The incumbent supports the Senior Manager, Digital Channel & Customer Engagement to enhance the Small Business customer experience in digital channels by:
- Strategically influencing the digital strategy for acquisition, retention, and system enhancements in collaboration with key internal and external stakeholders.
- Recommending acquisition and retention tactics to engage the Small Business customers along the customer journey.
- Nurturing strategic alliances with third-party vendors to develop customer-centric programs to improve the digital customer experience.
- Monitoring Key Performance Indicators (KPIs) to ensure customer, Small Business, and Bank objectives are met and provide ongoing evaluation and recommendations to improve the customer experience.
What you will be doing...
| Champions the Small Business digital strategy by:
Executes approved digital initiatives to enhance the Small Business customer experience by:
Creates an effective feedback loop by:
Champions new tactics based on the feedback loop:
Understands 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 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. Champions a high-performance environment and contributes to an inclusive work environment |
What you need to succeed...
- Thorough understanding of Design Thinking and Agile methodologies
- Strong organizational skills to coordinate and prioritize several concurrent projects
- Minimum of 5 years relevant work experience in the financial services industry, preferably within digital
- Strong influencing skills and stakeholder management skills with the ability to influence both internal and external business partners across the organization
- Ability to challenge the status quo and develop innovative solutions
- Strong understanding of digital functionality, engagement channels, and trends with competitors and Fintech's
- Thorough understanding of digital and privacy regulatory environment
- Thorough understanding of maintaining relationships with third-party vendors
- Thorough understanding of the Small Business market segment including challenges, opportunities, competitive landscape, and products
- Thorough understanding of Branch operations and sales environments
- Thorough knowledge of the MS Office suite and awareness of Bank and customer technological environments
- Excellent written and verbal communication, interpersonal, presentation and negotiating skills
- University Degree (business/marketing/technology related), and product management or relevant field experience)
What we're offering…
- The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
- A competitive compensation and benefits package.
- An organization committed to making a difference in our communities– for you and our customers.
- You can expect to be recognized and rewarded for high-performance. You'll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
- You'll receive clear, transparent criteria to progress in your career.
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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