Requisition ID: 74997
Join the Global Community of Scotiabankers to help customers become better off.
When you join Scotiabank, you’re part of an internationally recognized, award-winning workplace!
What will your role be?
When our customers are dealing with a complex process, and need our support, the Estates Centre of Expertise team steps in to make a difference. We listen to our customers, identify needs and potential roadblocks, and provide insight and solutions to make the estate journey easier and enable a superior customer experience.
As the Manager Estates, you will define customer experiences and journeys, create strong partnerships, and drive towards simpler processes. You will lead a team that will make a difference in the lives of your customers. Together, you will get to know them, you will provide insight, and you will make it easier for them.
As someone who thrives on making a difference, this is your opportunity to discover your role in the customer experience and lead a winning team.
What will you be doing?
You will lead and drive a customer focused culture throughout your team, deepen client relationships and leverage broader Bank relationships, systems and knowledge.
You will ensure the proficient delivery of support to business partners, while providing an excellent customer experience.
Under your leadership, your team will provide insight, guidance and advice to customers on the estate settlement process. You and your team will discover your customer’s needs, actively listen, and identify opportunities for business development referrals to partners. Through observational coaching, you will focus on continuous improvement and your team’s development.
You will develop and maintain an expert knowledge of all aspects related to estates administration, including operational processes and procedures, day to day banking, lending and investment processes and procedures. With this, you will provide your team with responsive and incisive problem solving on issues requiring direction and/or resolution. Your decisions will consider the Bank’s risk appetite and risk culture.
With your partners, you will actively participate to implement new and enhanced support initiatives and periodic Branch roll outs. You will help your partners communicate retail and small business products, policies and procedures, and engage with them to understand new initiatives and corporate objectives and strategies.
You will be focused on every task at hand – and deliver with impact. Your systematic approach to planning and problem solving will help you identify possible causes in a situation, the impact on the business and our customer, and will help you provide solutions. Your sense of urgency will enable you to act quickly in situations which involve uncertainty and/or significant risk.
Skills you already have
You are passionate about the customer experience and are looking to make a difference through the work that you do.
Your strong emotional intelligence, empathy, care, and your drive to develop your team members and help your customers helps you win your day.
You are curious and strategic in determining process improvements and ways in which your team can become more efficient.
Your strong communication skills help you convey your ideas and information in ways that will be clearly understood, and you are an expert at tailoring your approach to fit the person or audience.
You are a team player, can act independently, and you thrive in a changing, fast paced environment.
You have a broad knowledge of investment plans (registered and non-registered), are familiar with retail deposit products, day-to-day banking, and all retail lending products.
You know your way around a computer, and your excellent time management skills help you satisfy the needs of your team, your customers, and your partners.
You already have a post-secondary education and your Mutual Fund License, and are eager to master the estate process and work towards your Estates Administration Certification
Take the first step in joining our Estates team in Mississauga, Ontario. Say Hello and Apply today!
Location(s): Canada : Ontario : Mississauga
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.
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.