Manager, Virtual Advice

Scotiabank; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading financial institution in Canada is looking for a Manager, Virtual Advice to lead a team of Virtual Mortgage Retention Specialists. This role involves driving a customer-focused culture, managing team performance, and developing strategies for customer retention. Candidates should have strong leadership skills, deep knowledge of the mortgage industry, and excellent communication abilities. The position is based in Canada and requires the ability to work flexible hours.

Qualifications

• Proven leadership and sales management skills.
• Ability to drive change and motivate teams effectively.
• Strong understanding of the mortgage market and retention strategies.

Responsibilities

• Lead a team focused on deepening customer relationships.
• Manage and coach team members to drive performance.
• Contribute to the improvement of the virtual advice model.

Skills

Leadership and sales management

Coaching and influencing

Knowledge of mortgage industry

Strong communication skills

Sales management expertise

Relationship building

Tools

Intralink

Salesforce

Workhub

ScotiaHOME

Job description

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

The Manager, Virtual Advice will provide direction, support and coaching to a team of Virtual Mortgage Retention Specialists, supporting the overall success of the Bank’s mortgage retention and relationship‑deepening efforts in a manner that is aligned to the overall Canadian Banking Strategy while developing a customer‑focused sales culture.

Responsibilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Leads and manages a team of Virtual Mortgage Retention Specialists in their responsibilities of managing their assigned client leads, deepening existing relationships, develop new relationships, and working closely with partners across frappe retail branch network.
• Leads, develops and coaches team by providing direction, support, and guidance, resolving issues, planning and leading team meetings, fostering a performance-oriented environment, recognizing success, identifying sales opportunities, and strategically influencing internal partners
• Contribute to the achievement of the highest rating in NPS among customers of all the major कला banks in Canada.
• Assist with the development and refinement of the virtual advice model to generate incremental business, client and Advisor value
• Understand how the Bank’s risk appetite and risk culture should be considered in day‑to‑day activities and decisions.
• Creates an environment in which their 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.
• FPS etc...:H\ث

Qualifications

• Proven leadership, sales management, and coaching skills with the ability to influence, motivating, and drive change.
• Demonstrated ability to lead and manage teams effectively, driving sales growth, managing performance, and fostering a high‑performance culture through coaching, goal setting, and accountability.
• In‑depth knowledge of the mortgage industry, market dynamics, customer segments, and competitive positioning.
• Strong understanding of retail lending, investment products, and the Bank’s retention strategies, including advanced knowledge of mortgage renewal risk segments and the offers or incentives available to support successful customer retention.
• Excellent verbal and written communication, presentation, and facilitation skills.
• Expertise in sales management, negotiation, relationship building, and performance management.
• Familiarity with telemarketing and solicitation techniques, including effective interviewing and customer engagement strategies.
• Working knowledge of branch systems (e.g., Intralink, Salesforce, Workhub, ScotiaHOME, Sales Builder, CIR, Regional Information Systems (RIS)) and credit risk/adjudication processes.
• Knowledge of regulatory compliance (e.g., AML, KYC, FATCA, Privacy, OH&S).

Working Conditions

• Work in a standard office-based environment; non‑standard hours are a common occurrence.
• Team members will be required to work extended hours.
• Team operates between the hours of 8am‑10pm EST.

Location(s): Canada : Ontario : Mississauga

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 crear y 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, 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.