Senior Manager Customer Services **Requisition ID:** 232289 Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment. **Senior Manager Customer Service - RBBO** **L 8.1** **Schedule: Monday to Friday 8:30am - 5:30pm / Saturdays 4 hours upon request** **Purpose** Leads and oversees the Customer Service team ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures. He/she is responsible for a unit that oversees the output of high quality and accurate client and Bank generated documentation, fulfillment of customer and partner inquiries and requests that are related to aspects of the Bank’s Commercial and Small Business Banking portfolios. **Accountabilities** • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. • Leads a team supporting processes that may include servicing existing accounts and onboarding new accounts, new products & services, loan setup/funding, ensuring documentations are completed accurately and within established operating standards. • Leads the teams supporting the fulfillment and servicing of complex cases/clients with unique requirements to support industries such as Real Estate (Division) / IPL (CMS), Condo Management Companies (& the Condo companies they manage), Advance Payment Program, Social Housing, Agriculture (including Feeder/Breeder, Canadian Wheat Board, etc.), Fisheries, and any other specialized processes as applicable. • Assumes responsibility that the preparation and execution of Business Banking and security documents are in accordance with authorizations from various adjudicating bodies. Liaising with designated Branch, BSC employees, other Business Banking Partners, and Solicitors, as required, including escalating exception items for resolution. • Adapts priorities to address resource and operational challenges – balances short- and medium-term priorities. • Provides leadership support to employees and supports the Bank’s Performance Management processes by: • Taking accountability for planning and coaching on executing end-to-end delivery of all programs or operations managed. Focuses teams on continuous improvement and attainment of scorecard measurements. • Identifying unit goals and objectives that are aligned with the Bank’s business priorities. • Coaching and leading others to identify and drive business, service, program, and process improvements. • Supporting the team’s career development planning activities and creating succession plans for the unit. • Ensuring the team(s) adhere to the established operating standards and is accountable that effective controls are in place. • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. • Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience. • 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. • Builds a high-performance environment and implements a people first strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team. • Perform other related duties as assigned **Education / Experience** • Post-Secondary Education (Business Degree preferred) • 3 to 5 years equivalent work experience in Financial Services (Commercial / Small Business) or related industry • Minimum 3 years managerial experience • Thorough knowledge of business credit (including syndications) as it applies to Commercial Banking’s policies & procedures, business accounts, products & services, and collateral documentation. • Working knowledge of the Bank’s compliance requirements for business banking. • Strong decision making, problem solving, and relationship management skills • Fluency in English (written & verbal) and Organizational Skills. • Strong communication (written & verbal), organizational, and decision-making skills \#DRGBS Location(s): Dominican Republic : Distrito Nacional : Santo Domingo || Dominican Republic : Santo Domingo : Santo Domingo East || Dominican Republic : Santo Domingo : Santo Domingo North || Dominican Republic : Santo Domingo : Santo Domingo West Business Address: Zona Franca Las Americas 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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.