Company: Scotiabank

Location: Toronto, ON

Expected salary:

Job date: Sat, 24 Aug 2024 22:02:02 GMT

Job description: Requisition ID: 205242Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.Global Transaction BankingGlobal Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.PurposeContributes to the overall success of the Cash Management Channels & Portals in GTB ensuring specific plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures.The Senior Manager, Client Experience and Lifecycle Management will oversee the end-to-end client journey within the global cash management channels in GTB, identifying touchpoints, monitoring feedback and client satisfactions. This role requires a strategic thinker with strong leadership skills, adept at managing cross-functional teams and driving continuous improvement initiatives. The ideal candidate will have a deep understanding of client relationship management, process optimization and data driven decision making.What You’ll Do:Developing and executing client journeys and lifecycle strategies for each global cash management channel, to help drive business objectives.Identifying areas of improvement to ensure high quality service delivery.Collaborate with key stakeholders to design and implement CX solutions and strategies to improve client satisfaction and streamline the client journey.Serve as the point of contact for all client journey-related inquiries and initiatives withing cash management channels team.Lead the client experience program and implementation of NPS for the cash management channels.Monitor client feedback and satisfaction metrics to proactively suggest and implement improvements to enhance client experience.Analyzing customer strategy effectiveness and leveraging analytics to manage and optimize campaigns.Share best practices and insights overall client experience.Facilitating communication and collaboration between different teams to ensure a unified approach.Preparing and presenting reports on client lifecycle metrics and performance stakeholders and senior management.Preparing high-standard presentations on a monthly/quarterly basis, related to client lifecycle management insights.Drive improvements in client acquisition, primacy, and retention using feedback from NPS surveys.Identify key drivers of client satisfactions. Work closely with product, sales and customer service teams to improve client engagement and satisfaction.What You’ll Bring:5+ years of experience in client lifecycle management, client experience or related field.Experience working with CX platforms such as Medallia or Qualtrics.Proven track record of managing CX programs, client journeys and enhancing client satisfaction.Strong leadership and influencing skills.Excellent communication and presentation skills, with the ability to build strong relationships with stakeholders.Client-focused mindset with a commitment to delivering exceptional service.Analytical mindset with the ability to interpret data and make informed decisions.Adaptable and able to thrive in a fast-paced, dynamic environment.Bachelor’s degree in Business Administration, Marketing, or related field.Bilingual: English and Spanish is preffered (not mandatory).Work Arrangement:Work in a standard office-based environment; non-standard hours are a common occurrence.Moderate travel internationally might be required.#LI-HybridInterested?If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply – you might be the right candidate for this or other roles at Scotiabank!At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.What’s in it for you?Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.Location(s): Canada : Ontario : TorontoScotiabank 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 . 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.

Scotiabank’s Global Transaction Banking (GTB) division supports small business, commercial, and corporate clients with effective treasury management solutions. They are seeking a Senior Manager, Client Experience and Lifecycle Management to enhance client satisfaction and streamline client journeys within the cash management channels. The ideal candidate will have experience in client lifecycle management, strong leadership skills, and excellent communication abilities. The role involves developing and executing client journeys, collaborating with key stakeholders, analyzing customer strategy effectiveness, and improving client engagement. The candidate should have a bachelor’s degree and bilingual abilities in English and Spanish are preferred. This role requires working in a standard office environment with potential for moderate international travel. Scotiabank values diversity and is committed to creating an inclusive work environment for all employees.