Shire Jobs

Senior Manager, Virtual Advice (Bilingual EN/FR)

Requisition ID: 202753

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

What your role will be...

Bilingual (EN/FR) Senior Manager, Virtual Advice - Retail Distribution, Canadian Banking (Scarborough, ON, Canada)

The Senior Manager, Virtual Advice will provide direction, support and coaching to a team of Virtual Mortgage Specialists, supporting the overall success of the Bank’s mortgage retention and relationship-deepening efforts in a manner that is aligned to the overall Canadian Banking Strategy while developing a customer-focused sales culture.

This includes meeting team and individual financial objectives through strong retention, profitable growth and relationship-deepening of the assigned mortgage renewal portfolio and a primary responsibility for embedding and sustaining proactive retention efforts with consistent application of the Service Basics and Customer Experience Model.

This will be achieved by proactively contacting and advising customers on the mortgage renewal options available to them, aligned to their unique borrowing and broader financial needs. Virtual Mortgage Advisors will also deepen customer relationships through customer-centric advice using day to day, borrowing and investment solutions. Where appropriate, referrals and seamless introductions to internal partners (ie: Wealth Management, Private Banking, their home branch) are to be made for further relationship-deepening and advice conversations.

What you will be doing...

• Lead a team of Virtual Mortgage Retention Specialists, who proactively manage a portfolio of assigned mortgage renewal leads and advise customers on borrowing strategies, renewal options and complimentary financial solutions with the ultimate objective of increasing retention and building customer loyalty.

• Inspire, lead and develop a virtual advice team in their responsibilities of retaining and deepening relationships with customers by:

• Leading advice and sales activities by conducting observational coaching, regular touch-bases, skill-building sessions and other feedback and instruction.

• Providing direction, guidance, and support to team members, resolving issues and facilitating collaboration with assigned branches and partners.

• Championing change management activities and communicating clearly with all employees

• Coaching and developing direct reports to help achieve individual and team goals;

• Developing direct reports’ confidence in discussing customers’ mortgage renewals, and the impact of changing rate environments on their broader financial plan.

• Providing direction, guidance and support to Virtual Mortgage Specialists in identifying gaps in customer portfolios and recommending appropriate needs-based solutions.

• Fostering a performance-oriented environment, recognizing success and managing non-performance

• Execute plans and activities to achieve team objectives by:

• Monitoring and coaching to mortgage retention activities, including effective management of assigned mortgage renewal leads, integration of supporting offers in renewal conversations.

• Promoting awareness of mortgage renewal segments, various tools and resources as well as, related offers to support strong advice conversations

• Collaborating with key partners on customer relationship building opportunities (BMs, Wealth Management, RESL, etc.)

• Escalating trends, issues, opportunities to appropriate Business Line Partner as appropriate with supporting recommendations

• Facilitating a culture of open and honest communication by actively participating and contributing to teammeetings, encouraging the generation of new ideas and actively sharing the knowledge and experience toenhance the development of all team members.

• Oversee the implementation of the Bank’s policies, practices and procedures by:

• Ensuring that branch interaction model is followed

• Ensuring that daily and periodic management controls are in place

• Ensuring all regulatory compliance and ongoing product knowledge and training for advisors are up to date inorder to adhere to periodic acknowledgement of completion. This includes all knowledge and training directed tothe Manager.

• Ensuring compliance according to Operational Excellence guidelines

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities anddecisions.

• Creates an environment in which his/her team pursues effective and efficient operations of his/her respectiveareas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, whileensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations withrespect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivatestheir team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicatingvison/values/business strategy; and, managing succession and development planning for the team.

What you need to succeed...

• Expert knowledge of sales management activities and techniques.

• Thorough knowledge of marketplace in which branches operate;

• Thorough knowledge of Retail and Small Business products and services, including a working knowledge of systems, routines and operating procedures;

• Thorough knowledge of interviewing, solicitation and telemarketing techniques;

• Thorough knowledge of negotiation and relationship building techniques;

• Thorough knowledge of Branch systems (e.g. Intralink, ScotiaHOME, Sales Builder/Salesforce, Regional Information System (RIS), Worklist, etc.);

• Thorough knowledge of credit risk/adjudication policies and processes;

• Advanced understanding of the Bank’s mortgage renewal risk segments, and the available offers/incentives to support successful retention.

• Thorough knowledge of people and performance management techniques;

• Thorough knowledge of regulatory compliance related to Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, FATCA, Know Your Customer requirements, CDIC and Occupational Health & Safety

• Working knowledge of products and services provided by the Bank’s specialized sales forces and other delivery channels such as Wealth Management, the Alternate Delivery Channels, Commercial Banking, etc.

• Working knowledge of competitor offerings;

• Working knowledge of Branch routines and operating procedures;

• Working knowledge of Shared Services processes

• Working knowledge of Branch systems (e.g. Free Forms Teller (FFT as required), Ask HR, and My Learning Centre) transactional services and associated procedures.

Working Conditions

Works in an office setting. The Virtual Mortgage Specialist team will operate under extended hours when branches in varying time zones are assigned or on-boarded to this channel. Hours of operation are Monday to Friday 8am - 8pm EST; the incumbent will be scheduled within these times.

What we’re offering…

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.

• A competitive compensation and benefits package.

• An organization committed to making a difference in our communities– for you and our customers.

• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.

• You’ll receive clear, transparent criteria to progress in your career.

Location(s): Canada : Ontario : Scarborough

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.