Customer Success jobs in United States

Director, Success Delivery, Scotiabank

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Fecha: 2 may 2025

Ubicación: Toronto, ON, CA, M5H3Y2

Empresa: Scotiabank

ID de la solicitud: 218129

Únase a un equipo ganador con un propósito claro, comprometido con el logro de resultados en una cultura inclusiva y de alto desempeño.

Scotiabank is seeking a seasoned professional to fill the role of Success Management Director within our Global Network Engineering (GNE) division, responsible for ensuring the successful adoption, optimization, and ongoing satisfaction of Global networking solutions bank wide enterprise environments. This leadership role focuses on driving customer success strategies, fostering strong relationships with stakeholders, and aligning network engineering solutions with business objectives. The role requires deep technical expertise in networking domain and comprehensive understanding of Domain Data Center Network, Contact Center Technologies, and Unified Communications Telephony Engineering and Operations. An aptitude for becoming a global leader, streamlining engineering/operations globally by enhancing communication between technical teams and business units, and managing vendor relations.

The ideal candidate will possess a robust banking background, exceptional leadership skills, ability to translate technical strategies into actionable business solutions with technical proficiency to attend audits and resolution with corrective actions and process improvements.

Is this role right for you?

• Act as the principal advocate for Global Network Engineers, ensuring business requirements are clearly understood and solutions are thoroughly vetted with the Head of Director.

• Alleviate administrative responsibilities from technical teams, ensuring they can focus on strategic engineering tasks.

• Partner with System Integration and Delivery to represent GNE in monthly strategic meetings, aligning engineering solutions with business objectives.

• Develop and communicate cost estimates for new initiatives, ensuring alignment with the bank's financial strategies and securing necessary funding from Canadian Banking stakeholders.

• Leverage strong skills in network management, with in-depth knowledge of Domain, Data Center, Contact Center, and Telephony systems to support global operations.

• Drive global strategies, ensuring alignment and efficiency across all regions, and lead initiatives to enhance the bank's technological infrastructure.

• Lead GNE representation at monthly vendor operations meetings, ensuring robust vendor relationships and effective communication.

• Provide quarterly updates on vendor tracking and action plan progress to the US TPRM team.

• Guide GNE Coupa administrators in adhering to TPRM guidelines and assist with questionnaire completion.

• Ensure seamless new vendor onboarding via Coupa, coordinating with the GPS team for integration with GNE operations.

• Conduct quarterly vendor performance assessments to ensure alignment with Scotiabank’s service quality standards.

• Develop, monitor, and analyze KPIs to drive continuous improvement in GNE's operational efficiency.

• Utilize strong technical skills to track and resolve audit findings, ensuring compliance with regulatory standards and internal policies.

• Implement corrective actions and process improvements based on audit findings to enhance operational integrity.

• Collaborate with GNE teams to secure timely submissions of project proposals and accurate funding estimates.

• Lead the development of robust business cases for GNE-driven initiatives requiring funding from lines of business, in partnership with PDS in Canada and SI&D in Latam.

• Organize and lead monthly leadership meetings, fostering a culture of collaboration and strategic alignment.

• Coordinate two annual GNE staff events (Summer and Winter) to promote team cohesion and morale.

Do you have the skills that will enable you to succeed in this role?

• Extensive experience in the banking industry with a strong understanding of bank operations and strategic priorities.

• Exceptional written and verbal communication skills, capable of articulating complex technical concepts to non-technical audiences, including senior executives.

• Strong project management skills with a proven record of accomplishment of handling multiple projects simultaneously.

• Deep understanding of risk management and vendor management principles within the financial sector.

• Strong network management skills with expertise in Domain, Data Center, Contact Center, and Telephony operations.

• Ability to build and maintain strong relationships with technical teams, business stakeholders, and external vendors.

• Technical proficiency in audit tracking and resolution, with experience in implementing corrective actions and process improvements.

• Capacity to become a global leader, follow up on global strategies, and enforce efficiencies across the organization.

• Successfully building partnerships with business lines

• Manage large strategic initiatives in Data Network domain.

• Ability to prioritize the requirements while minimizing additional workload through effective communication and be a driver of change.

• Demonstrated ability to empower and support large teams through strategic leadership and relationship-building.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.

• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.

• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Working location condition: Hybrid

#LI-Hybrid

Ubicación(s): Canadá : Ontario : Toronto

Scotiabank es un banco líder en las Américas. Inspirándonos en nuestro propósito corporativo, “por nuestro futuro”, ayudamos a nuestros clientes, sus familias y sus comunidades a lograr el éxito a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, banca privada, corporativa y de inversión, y mercados de capital.

En Scotiabank, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Si necesitas algún tipo de adaptación (como, por ejemplo, un lugar accesible para la entrevista, documentos en formato alternativo, un intérprete en lengua de señas o tecnología de asistencia, entre otras cosas) durante el proceso de reclutamiento y selección, indícalo a nuestro equipo de Reclutamiento. Si necesitas apoyo técnico,haz clic aquí (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en Scotiabank, pero solo nos comunicaremos con aquellos que hayan sidoseleccionados para una entrevista.