Senior Manager, Client Services

Scotiabank; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Job summary

Scotiabank in Mississauga seeks a Senior Manager, Client Services to lead a customer-focused team and deepen client relationships across Corporate and Commercial Banking. The role emphasizes accountable delivery, risk controls, and collaboration with branches and operations.

The position requires 3+ years of managerial experience, strong leadership, relationship management, and strategic influence to drive service excellence and process improvements within SLAs.

Qualifications

• Post-Secondary Education (Business Degree preferred) and/or 5 to 7 year equivalent work experience in Financial Services or related industry.
• Effective and proven leadership, relationship building, strategic influencing and change leadership skills, with minimum 3 years managerial experience.
• Experience in leading customer-focused teams.
• Strong time-management skills.
• Thorough knowledge of business credit as it applies to Commercial and Corporate Banking policies and procedures.

Responsibilities

• Leads and drives a customer-focused culture to deepen client relationships and leverage broader Bank relationships and knowledge.
• Oversees Client Service team ensuring service requests are completed accurately within SLAs and takes accountability for takeover and audit controls.
• Coaches and develops team members, supports succession planning, and aligns goals with Bank priorities.
• Identifies opportunities to drive improvements in client experience, processes, and outputs while mitigating risk.
• Provides leadership across multiple functional areas and partners, ensuring compliance with regulatory requirements.

Skills

Leadership

Relationship management

Strategic influence

Change leadership

Education

Business degree (preferred)

Job description

Requisition ID: 270875
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Title: Senior Manager,Client Services

Requisition ID: 270875
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

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

Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Leads the Client Service team supporting existing clients by ensuring service requests or tasks are completed accurately and within Service Level Agreements (SLAs), being a ccountable for takeover and ensuring proper controls are in place for audit purposes.

Contributes to the overall Client Pulse s core by championing opportunities to enhance the client experience.

Liaising with designated Retail Branch, Commercial & Business Banking Operations employees, and other Commercial and Corporate b anking p artners as required, including acting as an escalation point of contact .

B alances short and medium- term priorities to address resource and operational challenges .

Provides leadership support to employees and supports the Bank’s Performance Management processes by:

Taking accountability for planning and coaching when executing end-to-end delivery of all programs or operations managed. Focuses teams on continuous improvement.

Identifying unit goals and objectives that are aligned with the Bank’s business priorities

Coaching and leading others to identify and d rive business, service, program and process improvements.

Supporting the team’s career development planning activities and creating succession plans for the unit.

Uses his/her in-depth knowledge about all Corporate and Commercial Banking , as well as applicable compliance and regulatory requirements, to ensure appropriate controls are in place to drive operational excellence and profitable relationships while mitigating risk.

Responsible for teams that can have direct client contact and/or charged with providing high quality and accurate output through the execution of incoming payment req uests and day-to-day client banking trans actions .

Assumes responsib ility that the preparation and execution of transactional requests are in accordance with authorizations within internal officer limits or external client approvals.

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 his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

Build s a h igh- performance environment and implements a people strategy that attracts, retains, develops and motivates the ir team by fostering an inclusive work environment; communicating vis i on/values/business strategy and managing succession and development planning for the team.

Perform other related duties as assigned.

Dimensions

Oversees a tea m of 5 0 to 75 employees ( 6 to 7 direct reports) supporting the servicing and processing of payment , investment, and/or day to day requests for Corporate and Commercial Banking portfolios .

Applies specialized operational or professional knowledge/standards, as well as a breadth of knowledge in related areas to manage own team.

Works independently, guided by policies, operating plans,priorities, and operates within assigned authorities/limits(transactional limits up to$999million)

Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods

Manages ongoing operations, programs and results of specialized team(s) of professionals.

Thorough knowledge of payment requests as they relate to wires, certified cheques, bank drafts, foreign currency, SWIFT, Sanctions, AML, etc.

Business Units supported include, but are not limited to: Commercial Banking,Corporate,Small Business,Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, Real Estate Banking, Client Services and Solutions, Cash Management Call Centre, Symcor, and other units (as applicable).

Provides national coverage between the hours of operations (7 a.m. – 8 p.m. Eastern Standard Time). Shift may vary.

Participatesin the organization and leadsteamin pilots,and projects/program initiatives,as required.

Takes ownership of self-development of management skillsets across different areas.

Review Smart Automation outputs for inconsistencies, trends or errors and elevate as applicable

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

Post-Secondary Education (Business Degree preferred) and/or5to 7yearsequivalent workexperiencein Financial Services or related industry

Effective and proven leadership, relationship building, strategic influencing and change leadership skills of a minimumof 3 years managerial experience.

Experience in leading customer focused teams

Through time-management skills

Thorough knowledge of business creditas it applies to Commercialand CorporateBanking’s policies & procedures.

Working knowledge of the Bank’s compliance requirements for business banking.

Strongdecisionmaking,problem solving, and relationship managementskills

Strong Communication(written and verbal)and organizational skills

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically or internationally .

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 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.

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