Requisition ID: 214038
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As The Manager, Retention, you will contribute to the overall success of the Real Estate Secured Lending (RESL) business by supporting initiatives and projects designed to increase customer mortgage retention, leveraging a multi-channel delivery strategy (branch, contact centre, digital). You will support the execution of cross-departmental, multi-channel projects to ensure the success of the renewal strategy, renewal strategy communication, and supporting the branch and contact centre in mortgage renewals through continuous monitoring and training of mortgage retention initiatives. You will also be responsible for reporting to monitor success of the renewal strategy.

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

• Identify, initiate, and evaluate new and existing retention campaigns across multi-delivery channels

• Research, analyze, and maintain a complete understanding of customer behaviour and existing campaigns with respect to features, pricing, functions, and competitiveness in the marketplace

• Maintain an excellent understanding of competitor campaigns and initiatives

• Identify potential new retention campaigns and delivery channels, leveraging existing strategic initiatives and partnerships, and researching and analyzing the opportunity

• Analyze statistical reports to determine customer pattern preferences for initiatives and delivery channel

• Analyze the cost-benefit of migrating sales and fulfillment activity from branches to non face-to-face delivery channels (online, call centre)

• Prepare proposals and business cases outlining campaign concept and business and financial rationale

• Support the development and implementation of new channel delivery strategies and retention campaign enhancements

• Provide support to the execution of large, cross-departmental, multi-channel projects while managing other new delivery channel and campaign initiatives

• Develop project plans and ensure adherence to deadlines

• Prepare and review delivery channel and campaign specifications and requirements, ensuring required data, technology, operational and reporting requirements are provided

• Identify customer incentives using test and learn methodology to maximize offer take up

• Develop, coordinate and maintain all related internal communications, liaising and negotiating with internal and external partners to obtain input and signoffs as required

• Participate in informational sessions to train Bank staff (all channels, as required)

• Analyze existing campaigns and performance of multi-delivery channels to ensure performance is meeting expectations, and monitor results to objectives are met or surpassed

• Identify, resolve and track related campaign issues as they arise, managing Sales Officer communication vehicles (e.g. dedicated portal, mailbox)

• Develop quantifiable metrics and reporting to track and measure results

• Ensure the consistent quality of data to meet reporting requirements

• Develop and review mortgage renewal processes, applications, technology and system requirements to ensure operational and fulfillment effectiveness

• Prepare user specifications and requirements to ensure requirements documents provide all information required to develop and support system and operational enhancements

• Manage campaign marketing materials and targeted customer message development across all communication media and delivery channels

• Define requirements and review materials including direct marketing campaigns and online messaging

• Liaise with Targeted Marketing, Contact Centre, Scotia Online and other stakeholders to ensure effective and timely execution

• Monitor the success ratio of campaigns to ensure performance is meeting expectations, developing recommendations on future targeted communication tactics

• Provide ongoing support to the delivery channels, other sales support groups, and other Bank departments as required by answering verbal and written enquiries regarding campaigns, assisting with complaints and problem resolution

• Ensure operational, reporting and system problems are identified, and solutions are implemented by the appropriate operational, reporting and systems departments
  

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

• Thorough knowledge of the RESL and Banking industry, market, competitors, products, services, marketing initiatives, campaigns, target markets, key customers and prospects

• An understanding of RESL mortgage sales channels, product development, pricing, promotion and delivery

• Demonstrated experience in project management with the ability to manage multiple priorities and tight deadlines

• Excellent analytical and market research skills with strong attention to detail

• Experience with current marketing theory and processes including predictive modeling, database management, marketing concepts, direct marketing, and market research techniques

• A good understanding of Banking products to focus on the total customer relationship

• An understanding of systems development methodology, decision support and data warehouse capabilities to support the development of campaign requirements

• Strong written and verbal communication skills with the ability to articulate requirements and objectives effectively to partners and across channels

• Excellent customer focus to develop campaigns and meet customer needs and values

• Thorough experience with Microsoft Office applications including Excel and PowerPoint

• A forward thinking and innovative mindset with the ability to anticipate and react quickly to market changes

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.