ID de la solicitud: 234871

 

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

 

Assistant Manager, Performance Enablement

Level 6.1

Schedule: Monday to Friday 8:30AM-5:30PM/ Saturdays 4 hours upon request

 

Purpose 

 

Reporting to the Manager, Performance Enablement (PE), the Assistant Manager contributes to the overall success of Retail Operations (RO) in Canada and Dominican Republic by ensuring specific goals, plans and strategic initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted comply with governing regulations, internal policies, and procedures. 

The incumbent supports the Performance Enablement (PE) Assistant Manager in enabling high performance by assisting with onboarding/offboarding activities, training, and skill building, completing Standard Operating Procedures (SOPs) update requests, reviewing and signing-off on Communication Online Request Environment (CORE) events, monitoring calls, and preparing productivity reports and related insights. The Assistant Manager also acts as a second point of contact for remediation activities, audit issues, system issues and escalations from internal and external customers. 

 

Accountabilities  

 

Onboarding/offboarding, training, and skill building:  

 Assists with onboarding, including arranging for system access leveraging Authorized Role Templates (ARTs)  

Supports Manager PE with training programs, documents, job aids, huddle guides, and resource tools, and leverages them in the delivery of skill building sessions 

Aids evaluation of call scripting, standardized case commentary/notes as necessary  

 

Standard Operating Procedures (SOPs) and Communication Online Request Environment (CORE) events:  

Completes creation and maintenance requests to update applicable SOPs when any changes to a process or function is identified. This includes process mapping, validation, review and obtaining Process Owner and Stakeholder sign-off  

Supports stakeholders in identifying subject matter experts (SME) within their Business Unit or acts as one whenever possible in place of the Manager PE  

Reviews CORE events (e.g., changes to branch Job Aids and Manuals & Guides) relevant to their business unit and provides stakeholder feedback to the Manager PE for sign-off  

 

Reporting and Analytics:  

Supports the Manager PE with performance insights through Key Performance Indicator (KPI) and Productivity reporting (e.g., Telephone Service Factor (TSF), Quality Control Scores, OPC reporting, Finance Reporting, etc.), highlighting trends and analyzing data  

Prepares and presents decks to leaders as applicable  

Provides data analysis for reporting requirements for various Power BI dashboard reporting  

 

Optimize and drive team performance:  

Assists Manager PE with identifying growth opportunities, driving skill development and addressing knowledge and performance gaps by leveraging productivity reporting, analytics, and call monitoring  

Assists with the development and execution of performance, rewards, and recognition campaigns  

Helps champion and promote employee engagement activities  

Remediation activities, audit issues, system issues and escalations:  

Acts as second point of contact for escalation for remediation activities, customer complaints, Office of the President inquiries, system issues, etc.  

Assist Manager PE in preparing action plans and responses to audit reports for the Director  

Escalates System Issues, Major Incidents, Cash Loss & Privacy Events to the appropriate partners for tracking and remediation  

 

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 and Code of Conduct 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  

 

Champions a high-performance environment and contributes to an inclusive work environment 

 

 Education / Experience:

 

Two years of relevant experience in financial service industry, preferably in retail or small business banking  

Strong attention to detail and problem-solving skills  

Proficient knowledge on the use of Excel, Word, and PowerPoint required  

Use of and/or interest in business intelligence and automation tools (e.g. Power BI)  

Able to work independently and as a team player with the ability to develop relationships, build rapport, influence, and effectively interface with employees and leaders at all levels within the organization  

Strong organizational and project management skills; able to multi-task and prioritize work in a fast-paced environment  

Strong written and verbal communication, interpersonal skills, and presentation skills  

English language skills at the Advanced level 

 

#DRGBS

 

Ubicación(s):  República Dominicana : Santo Domingo : Santo Domingo Este || República Dominicana : Santo Domingo : Santo Domingo Norte || República Dominicana : Santo Domingo : Santo Domingo Oeste

Dirección de trabajo: Zona Franca Las Americas 

 

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.

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