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Manager, Business Payment Products, GTB - Scarborough

Requisition ID: 202381

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

Global Transaction Banking

Global 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.

Purpose

As a leader within our Processing & Investigations units (EPP/MTO), the incumbent is responsible for contributing to the overall success of the CS&S group. This includes achieving individual and team objectives related to customer service, human resource management and operational effectiveness. He/she provides direction to team members in a manner consistent with the overall strategy of developing a customer-focused global support culture.

The incumbent provides effective and efficient leadership to staff that provide support to a highly diverse base of Corporate, Commercial and Small Business customers of the Bank. Support is provided on operational and product consultation for the bank’s Cash management electronic banking payment products.

The incumbent is responsible for the development of processes designed to improve service and consistency of electronic data input. This includes identifying operational control points and ensuring that adequate means are developed to preserve the operational integrity of the area as well as the security and privacy of customer/user data. Tight operational control is required to ensure confidentiality of data and overall smooth functioning of the daily workload schedule.

What You’ll Do:

• Ensures the Daily Service Factor targets are consistently being met as per pre-established department standards.

• Reviews Work queues and Help Desk tickets logged by team members for accuracy and completeness.

• Identifying technical, operational, and product features enhancements that would allow processing efficiencies to be realized, new customer needs to be satisfied, new customer processing environments to be interfaced with, etc.:

• Reviewing system design proposals from GTB Product Management and reviewing user guides and other customer and internal documentation to ensure that technical and operational concerns are satisfactorily addressed.

• Evaluating equipment, software, etc. with potential to make the internal operation of the department more efficient and providing recommendations to management.

• Advising and promoting to Product Management on product, operational, technical and documentation changes that would serve to prevent problems from occurring, based on experience with servicing clients.

• Providing expert advice, when requested by the selling officer, on determining the product or mix of products, which will best meet the customer’s business needs.

What You'll Bring:

• Strong communications Skills & influencing skills.

• Sound negotiation and interpersonal skills, good oral and written.

• Flexibility to work morning and afternoon shift if needed.

• Analytical skills and proactive problem-solving.

• Thorough business knowledge of the products supported by GI&CS – Global transaction banking, advanced written & oral communication, is client focused and builds strong and sustainable rapport with the team and all business partners;

• The skill set for the Team Leader is specialized requiring, the incumbent to have a thorough understanding of CPA standards, Job Control Language and file formats for EFT payments.

• Strong project management and organizational skills are essential to develop, monitor and manage multiple processing schedules.

• Possesses in depth knowledge of the Automated Call Distribution (ACD) system to ensure that analysts are assigned the appropriate skills to answer client calls effectively.

• Has strong leadership, motivational and organizational skills and is expected to coach team members as an ongoing activity, thereby ensuring continued improvement of customer service and product knowledge skills.

• Possesses strong knowledge of departmental quality standards ensuring continued focus on areas for improvement and streamlining of operations.

• Learns new information quickly, understands clients’ environments and possesses tact and diplomacy in order to effectively deal with operational challenges and act as the escalation point for unsatisfied internal and external clientele.

• The incumbent functions with autonomy in day-to-day issues and may modify project activities/tasks that are consistent within the overall plans and objectives of the department. The Manager is able to discern when significant potential impacts on customer service are imminent and brings them to the attention of department management in a timely manner.

Work Arrangement:

• The candidate is required to work in the office (on site) 5 days weeks except bank holidays and weekend.

Interested?

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 : 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, 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.