Sr Manager Client Engagement

Scotiabank; Ciudad de México; Presencial; MXN 800,000 - 1,200,000; Jornada completa

Descripción de la vacante

A leading financial institution in Ciudad de México is seeking a Senior Manager, Client Engagement to enhance client relationships through effective engagement programs. This role requires strong leadership, proven project management skills, and a background in financial services. Candidates must have excellent communication skills and fluency in Spanish. Comprehensive benefits are offered, including meal vouchers and major medical insurance.

Servicios

Base salary

Meal vouchers

Direct employment

Benefits above those required by law

30 days of Christmas bonus

20 vacation days

Major medical insurance

Life insurance

Formación

• 5+ years of relevant experience in financial services.
• Proven track record of leading successful client engagement programs.
• Fluency in Spanish is required.

Responsabilidades

• Oversee programs that drive client engagement and satisfaction.
• Lead the implementation of engagement programs across jurisdictions.
• Establish and monitor engagement metrics and KPIs.

Conocimientos

Client Engagement

Project Management

Communication

Strategic Influencing

Attention to Detail

Educación

Bachelor’s degree in business or marketing

Master’s degree or MBA preferred

Herramientas

Medallia

Qualtrics

Google Analytics

Descripción del empleo

Overview

Requisition ID: 236877

We are committed to investing in our employees and helping you continue your career at Scotiabank.

Purpose

The Senior Manager, Client Engagement is responsible for overseeing programs that drive client engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management (IWM). Reporting to the Director of Client Lifecycle Management, this role leads the development and sustainment of the framework, standards, guidelines, and centralized planning for client reach across markets encompassing social media strategy, marketing assets, client events, and client content by segment.

Accountabilities

• Foster a client-centric culture within the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Lead the implementation and rollout of engagement programs across all jurisdictions.
• Establish and monitor engagement metrics and KPIs, and report on the performance and impact of engagement initiatives.
• Partner with internal and external stakeholders to design and implement engagement solutions that enhance client value and satisfaction.
• Collaborate with Business Lines, Marketing, Sponsorships and Communications in the design and execution of client engagement programs.
• Maintain expert understanding of the latest engagement and voice of the client (VOC) industry trends and innovations.
• Act as an internal coach and thought leader for engagement programs, teaching the organization on best practices and new techniques for capturing VOC.
• Drive improvements in client acquisition, referrals, deepening, primacy, and retention using feedback from engagement surveys.
• Prepare high-standard presentations on a monthly/quarterly basis, related to client engagement insights.
• Facilitate the sharing of client engagement best practices between domestic and international markets.
• Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning.
• Actively pursue effective and efficient operations of 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.

We Offer

• Base salary
• Meal vouchers
• Direct employment with the institution
• Benefits above those required by law
• 30 days of Christmas bonus
• 20 vacation days per year
• Major medical insurance
• Life insurance

Requirements

• Bachelor’s degree in business or marketing. Master’s degree or MBA preferred with 5+ years of relevant experience in financial services.
• Knowledge & understanding of Wealth Management business.
• Proven track record of leading and managing successful client engagement programs and projects.
• Experience working with engagement platforms such as Medallia, Qualtrics and Google Analytics.
• Strong knowledge and skills in engagement methodologies, tools, and best practices.
• Exceptional communication, presentation, and interpersonal skills.
• Expertise in client engagement programs, retention, and acquisition.
• Fluency in Spanish is required; on-the-ground experience working in Latin America is an asset.
• Attention to detail, self-motivated, and ability to work both collaboratively and independently.
• Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines.
• Passionate about customer satisfaction and loyalty.
• Solid project and process management and change management skills.
• Strong strategic influencing, coordination, prioritization, and execution skills.

At Scotiabank, we value the unique skills and experiences each individual brings to the organization. We are committed to fostering an inclusive and accessible environment for all. All employees are expected to comply with the bank’s policies, standards, codes, and guidelines regarding non-discrimination and workplace accommodations.

If you require any accessibility accommodations during the recruitment process, please inform our Talent Acquisition team.

Scotiabank is an inclusive employer that values diversity and does not discriminate in any way. Under no circumstances does the bank request pregnancy or HIV testing.

We appreciate your interest. However, only candidates selected for an interview will be contacted.

Location(s): Mexico : Ciudad de México : Miguel Hidalgo

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.