Senior Manager, Retail Customer Value

Requisition ID: 197035

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

Senior Manager, Retail Customer Value is responsible for contributing to the identification, growth and profitability of the Canadian Bank's priority customers and segments. This includes working with analytics partners to leverage customer analytics and profitability models to identify and better understand the Bank's priority customers as well as supporting the Director, Retail Customer Value in developing and prioritizing strategies to deepen relationships with these customers. In addition, the Senior Manager will support in the delivery and execution of strategic priorities across a range of initiatives that will drive value over the near and long-term, collaborating with product, channel and other teams as required.

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

• Lead and drive a customer-focused culture across the team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Support the development and implementation of programs focused on the Bank's priority customers
  • Collaborate with analytics teams to draw insights from key customer and market data, leveraging this information to better understand the Bank's priority customers and their needs and inform changes to strategy and future priorities
  • Support the development of strategies to drive focus and investments in the Bank's priority customer segments to increase profitability, deepen customer relationships and create an enhanced customer experience. Actively engages stakeholders to support execution
  • Partner with product and channel teams as well as other key stakeholders to lead the development of business cases and implementation plans for strategic initiatives, and manages plans to ensure deliverables and timelines are met
  • Lead and manage multiple project work streams, including problem solving sessions and working sessions with cross-functional team members and subject matter experts
  • Plan, design and execute specific communication activities / campaigns
  • Help build engagement across Canadian Banking to build support and enthusiasm around the effort
• Track and monitor progress of priority customer programs
  • Assist with the design, development and implementation of program oversight function to track progress on initiatives focused on priority customer
  • Contribute to the development of metrics / reporting to measure and communicate progress and success, ensuring that scorecards are aligned to drive deepened customer relationships
  • Organize regular meetings, huddles and other forums to drive knowledge sharing and report on progress, and assists with meeting facilitation
• Support the development of the Bank's center of excellence around priority customers
  • Engage with stakeholder network to find and highlight examples of excellence within the Bank, and adopt best practices as appropriate
  • Act as a source of knowledge for ideas and best practices
  • Conduct external research to develop subject matter expertise, including competitor strategies, industry best practices, and tactics employed in other industries
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Create an environment in which the team 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
  

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

• Undergraduate Business (or related discipline) or post graduate degree
• 5+ years' experience within financial services, management consulting, and/or other fields with a demonstrated capacity to define, implement and manage strategic initiatives
• Excellent understanding of customer strategy, development and delivery
• Strong research and analytical skills, with a demonstrated ability to proactively identify and leverage multiple sources of direct and indirect data to build competitive intelligence and focus on the most critical business issues
• Quantitative capabilities, with a focus on customer analytics, program economics, business case modelling, and campaign profitability
• Ability to structure and scope complex problems, apply a range of analytical tools, gain and synthesize insights and develop solutions
• Strong strategic and tactical planning skills and implementation/project management skills
• Excellent attention to detail and good business judgment; highly organized, with strong budget and project management skills
• Strong stakeholder engagement, co-ordination, strategic influencing and people management skills, to facilitate teamwork and execution of priority initiatives
• Ability to manage key stakeholder expectations, concerns, and to identify and mitigate project risk as required
• Ability to deliver results in a face-paced, challenging and dynamic business environment
• Ability to work both independently and collaboratively with multi-functional teams, as both a leader and member
• Excellent knowledge with MS Office including Word, Excel and PowerPoint
• Strong written and verbal communication skills, good corporate presence, and ability to synthesize and communicate complex information to various audiences
  

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.