Manager, Problem Management

Scotiabank; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Join a leading bank as a Manager in Problem Management, focusing on fraud incident resolution and prevention. Collaborate with internal teams to build a robust problem management framework and enhance operational resilience. This role offers a hybrid work environment, competitive benefits, and a culture that values diversity and teamwork.

Benefits

Competitive compensation and benefits package

Hybrid working environment

Team collaboration culture

Qualifications

• 5+ years in problem management or cyber-fraud.
• In-depth knowledge of problem management processes.
• Bilingual in Spanish is an asset.

Responsibilities

• Own and manage the inventory of open problems.
• Lead development of problem management framework.
• Coordinate cross-functional problem management efforts.

Skills

Analytical Skills

Problem-Solving

Communication

Planning

Organization

Tools

Office 365

Job description

Requisition ID: 221653

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

In the role of Manager, Problem Management you build and maintain all facets of problem management supporting Scotiabank’s Fraud Threat Management function. This role supports incident resolution with a focus on understanding the underlying causes of incidents and choosing the most effective tools and processes to address resolution and implement remediation. You apply your curiosity and passion for finding solutions to problem management to prevent recurrences of threat events. You coordinate these activities working cross-functionally with key internal partners. You maintain a methodology and systematic solutions for problem management of critical fraud incidents across all banking channels for six diversified markets of Canada, the United States, and the Pacific Alliance – Mexico, Peru, Chile, and Colombia.

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

• Owns master inventory of open ‘problems’ prompting negative fraud outcomes.
• Engagement of appropriate second line-of-defense and issues management groups for tracking and remediation with control owner(s). Acts as cyber-fraud SME liaison to ensure appropriate resolution.
• Contribute and support the build and management of a problem management framework which supports critical fraud incident management.
• Coordinate and manages all facets of the problem management effort, including bringing the right teams, tools, and information together.
• Define business goals by working with leaders across the organization to understand the impact of problems, so they can correctly prioritize problems for resolution.
• Lead the development and maintenance of process documentation and supporting knowledge management practices.
• Create and manage a knowledge base, with information about known attacks, control gaps, detection methods, and process workarounds to help accelerate problem and root cause analysis.
• Create conditions that encourage the identification and escalation of systemic issues, reoccurring problems, and identified threats/vulnerabilities to the appropriate business, risk, and control owners. Ensure these are captured within our problem management processes and post-incident reviews.
• Work as a strategic partner and build resilience and capability within Fraud Management teams and business lines that increase their preparation for, and ability to manage potential incidents that may impact their operations and customers
• Support an effective cross-functional approach, operating framework, and governance structure for triaging events, managing incidents, prevention and problem management that can be applied to all global operations.

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

• 5+ years working in problem management, program management, fraud, cyber-fraud or security incident management.
• Demonstrated in-depth knowledge of problem management, related processes, and methodologies.
• Strong analytics and problem-solving skills.
• Strong planning, organization and design skills.
• Excellent communications.
• Proficiency in Office 365 applications
• Bilingual in Spanish is an asset.

What’s in it for you?

• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience
• A competitive compensation and benefits package
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Perfect for individuals who are both interested in business analysis and preparedness, but who also welcome responding to unpredictable events quickly.
• Hybrid working environment allowing for work/life balance

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.