Requisition ID: 188417

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

As the Senior Manager, Sales Effectiveness, you will manage the design, development and implementation of new processes and activities for Small Business Banking in Canada, to increase customer service and advice effectiveness, capacity and customer satisfaction to achieve the goal of becoming Canada’s most recommended Small Business bank.

You will support coordinating the implementation of projects to ensure business goals are met, business risk is managed and to provide ongoing evaluation of progress with assessment of strengths and weaknesses, as well as recommendations to optimize the evolution of Small Business Distribution. You will also conduct research and analysis to formulate and rationalize a strategic plan and be an active leader in managing and recommending overall customer experience design standards.

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

Workforce Optimization

• Formulate, evolve and execute on strategies to improve Small Business Advisor effectiveness
• Manage and ensure alignment of Retail Banking projects relating to Small Business
• Lead the implementation of approved projects to ensure that business goals are met, knowledge is transferred to others and business risk is managed
• Actively lead project team, understanding skill sets and work-flow processes used by the project team and taking responsibility for specific project milestones, such as negotiating with partners, requirements development, business casing
• Create and execute the adoption strategy for tools & resources that enable Small Business Advisors effectiveness

Customer Experience Research and Measurement

• Proactively identify, develop, launch and maintain programs targeted at elevating client experience and increasing client loyalty through the promotion of advice and service
• Own bank wide measurement programs and ensure promotion of results to sales managers as a basis to drive continuous improvement in sales and service (cPulse, Relationship Manager Surveys)
• Manage test environments, such as pilots, by conducting reviews and analyzing employee and customer reactions to changes in the customer experience or associated advice and service processes
• Provide recommendations for national implementation based on testing
• Leverage institutional knowledge available through Customer Insights & Measurement to improve the customer experience from an operational and distribution perspective

Training and Development

• Formulate, evolve and execute on a strategy focused on assessing training priorities and gaps for Small Business Advisors and roles supporting Small Business
• Own the end-to-end development and implementation of Small Business training curriculum, and deployment of learning strategies and programs for branch sales and service teams
• Work closely with Learning teams across the Bank to ensure consistency and relevancy in Sales Management training and deployment
• Constantly investigate and evaluate external training courses or programs available and explore ways to leverage those opportunities

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 in related field
• In-depth understanding and knowledge of the Small Business segment, including policies, processes, servicing model, sales force and products
• Thorough knowledge of Canadian Banking strategy and business objectives
• Solid leadership capabilities with the ability to identify complex challenges, recommend options and solutions and commit to a decision within a specific timeframe
• Problem solving techniques and root cause analysis
• Excellent understanding of the Bank’s formal/informal organization structure from both head-office and in-field perspectives
• Understanding of project planning and tracking techniques
• Comfortability with Word, Excel, PowerPoint, etc.
• Strong verbal and written communication skills with the ability to effectively present information

Location(s): Canada : Ontario : Toronto

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.