Manager, Sales & Partnership Services (Bilingual) 12 Months

Requisition ID: 176763

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

Position: Manager, Sales & Partnership Services, Scotia iTRADE, Canadian Wealth Management

Purpose

Contributes to the overall success of the Sales & Partnerships team within Scotia iTRADE in Canada, by supporting in achievements of business objectives and that all initiatives are in compliance with governing regulations, internal policies, and procedures.

The incumbent is responsible for developing and managing Scotia iTRADE’s inbound sales and partnership services teams, located in Toronto and Montreal. This includes executing sales strategies and tactics that generate profitable growth as well as achieving satisfactory servicing experiences for the partnership channels. Responsibilities also include any individual and team objectives related to client experience, operational effectiveness, and human resource management.

The Manager will report directly to the Senior Manager, Sales and Partnerships.

Accountabilities

▪Leads and drives a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge

▪ Provides direction, guidance and coaching regularly to direct reports to support effective delivery of client onboarding experiences and/or partner experiences

▪ Contributes to achievement of Sales & Partnerships business objectives by developing a clear understanding of the financial and non-financial goals as well as regularly monitoring team productivity to support successful implementation of sales strategies

▪ Actively pursues effective and efficient operations of their 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

▪ Develops Partnership Service Representatives to maintain high satisfactory scores on surveys received for partner interactions

▪ Supports Partnership Service Lead to manage high priority and time sensitive client/partner requests or escalations

▪ Proactively manages strong queue performance through call response times, call efficiency and abandonment rates

▪ Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

▪ Minimizes risk and losses by knowing and adhering to Scotiabank and Online Brokerage (OLB) policies, procedures, and key controls

▪ Champions a high-performance environment and contributes to an inclusive work environment; Implements a people strategy that attracts, retains, develops, and motivates their team by communicating business strategy and managing succession and development planning for the team

▪ Takes ownership of their Personal Development Plan, working with the Senior Manager, Sales & Partnerships in the identification of skills, behaviours and competencies required to achieve objectives and goals.

▪ Supports the Senior Manager, Sales & Partnerships by contributing to the successful implementation of change initiatives, projects, including marketing campaigns, product launches and department-specific materials by working closely with internal stakeholders and support groups

▪ Supports the Senior Manager, Sales & Partnerships to develop and maintain strong internal and external partner relationships to positively influence opportunities for cross-business partnerships and enhance the client experience/drive business growth.

Position: Manager, Sales & Partnership Services, Scotia iTRADE, Canadian Wealth Management

Primary Manager: (include secondary Manager if applicable)

• Senior Manager, Sales & Partnerships

Direct Reports

• Inside Sales Associate (5)
• Partnership Service Lead (1)
• Partnership Services Representative (8)

Sales & Service Goals

• On-Boarding success
• Engagement
• New Funded Accounts
• Client Acquisition
• Survey Scores
• Partnership servicing experience success
• Assets under Administration (AUA)
• The incumbent will receive coaching from the Senior Manager, Sales & Partnerships and guidance from the Director, Sales & Partnerships
• The incumbent operates using influence as well as direct authority
• Success will be determined by the incumbent’s ability to achieve sales growth targets of Scotia iTRADE products throughout internal and / or external distribution channels in their assigned region, in line with Global Sales Principles
• Revenue

Education / Designations / Experience

• Previous people management experience considered an asset
• 3-5 years of wealth management/Financial Services experience is required
• Solid understanding of Canada’s Financial Services industry
• Results oriented individual with strong organizational skills to coordinate and prioritize numerous projects
• Strong leadership, communications, relationship management and organizational skills
• Previous experience working in the Online Brokerage contact centre business is an asset
• Bilingual (English & French) required
• Strong negotiating, influencing and communication skills (written and oral) to influence all levels of the organization through the presentation of insight based on sound experiences
• Strong interpersonal skills that facilitate a positive and effective team environment at all levels of the organization
• Solid experience working with standard Microsoft Office applications (i.e. Excel and PowerPoint) and Salesforce CRM
• Expert knowledge of competitive offerings, market trends, economic conditions in the online brokerage business

Education

• Post-Secondary Education in Commerce, Business or Financial Planning an asset.

Preferred Industry Courses

• CSC, CPH

Working Conditions

Due To The Fast-paced Nature Of The Contact Centre Environment, Numerous Factors Can Attribute To a High Level Of Mental And Physical Stress In This Position Including

• Multiple often conflicting priorities, aggressive delivery or problem resolution lead time and highly valuable, highly sensitive customer relationships
• High demands from internal partners and clients needing immediate responses to a variety of inquiries/problems relating to accounts and transactions / products and general service This position is physically stationary (primarily phone, meetings, computer-based). There is every day/regular use of PC and internet technologies. Flexibility of hours is a typical requirement for this position, based on business needs and volumes (including evening shifts and some statutory holidays.
• High inbound client and partner call volumes with longer hold times for clients
• Recruitment difficulties
• Volatile financial markets

“Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English because they will serve and English-speaking clientele.”

Location(s): Canada : Ontario : Toronto