Manager - Client Experience Centre Internal Controls and Monitoring (English/spanish)

Requisition ID: 222881

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

The Manager, Client Experience Centre Internal Controls and Monitoring is accountable for the development, oversight and ongoing assessment/monitoring of the effectiveness and adequacy of Client Experience Centre internal controls & monitoring activities (starting with Client Experience Centre Sales Practice Controls and Monitoring activities). The role will help create an environment that promotes continuous improvement of Client Experience Centre internal control and monitoring processes to ensure alignment with the Bank's various risk related frameworks (e.g., Enterprise Sales Conduct Framework), effectively manage risks associated with Client Experience Centre operations while enhancing the value of the service we provide to customers.

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

Provide governance and oversight on Client Experience Centre control activities:

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Work with the Client Experience Centres, and appropriate stakeholders to ensure elements of the Control Enterprise Frameworks are effectively in place and anchored across the IB Client Experience Centre sites.
• Centrally monitor and track the closure of action plans required to close vulnerabilities identified through early alerts, incentives monitoring, Compliance testing and Audit reviews. This also includes coordinating with the Client Experience Centres for actions required to close issues identified through the various testing engagements (first, second and third lines of defense).
• Identify systemic control issues across the Client Experience Centre sites and working with the sites to define action plans to reduce/mitigate issues.

Continually assess and make recommendations to leverage other Client Experience Centre data sources which could help identify and flag potential control issues. Develop and implement a wholistic Client Experience Centre Controls and Monitoring Design and Process:

• Perform an analysis of existing Controls and Monitoring Processes across the Client Experience Centre sites.
• Identify opportunities to improve "current state" control/monitoring processes and work with the sites to implement stronger controls and better escalation processes. Maintain awareness of new regulatory/bank requirements or emerging industry practices that will impact or drive further improvement of Client Experience Centre internal controls and monitoring activities
• Identify opportunities to leverage technology to improve controls and monitoring activities.
• Lead ongoing assessment and evaluate the effectiveness and adequacy of CC Controls and Monitoring.
• Processes: Report issues and raise action items to address gaps identified with existing controls.

Support if it is required, the implementation of new initiatives, system solutions, products/services and/or enterprise-wide projects):

• Assess proposed implementation and identify control gaps as it applies to the Client Experience Centre.
• Enhance existing Client Experience Centre internal controls and monitoring activities to ensure coverage of new control initiatives/projects being implemented.
• Participate if it is required, in Enterprise-wide projects that impact Client Experience Centre control and monitoring processes.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively 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 strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Fluency in Spanish required
• Experienced at project management, leading change initiatives and driving process/continuous improvement with a focus on managing risks and internal controls
• Experience working in a cross-functional environment
• Proven ability to manage multiple projects with tight and conflicting deadlines.
• Experience working in a cross-functional environment
• Change agent with high energy and willing to work in a fast-paced environment, strong willingness to deal with ambiguities and uncertainties Fast learner, strong analytical skills, and critical thinking capabilities to develop creative ways to analyze complex issues, develop solutions and implement sustainable future state processes
• Proficiency with Excel data analytics and developing PowerPoint presentations
• Six Sigma/Lean Six Sigma designations are assets

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.