Assistant Manager, Performance Improvement

Is this role right for you?

- In this role you will:\ Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

• Ensures Quality Assurance team is delivering on all SLAs and expectations Spot checks on work the team manually tracks Approve vacation schedules to ensure appropriate coverage Responsible for Coaching and feedback for Annual Performance Plan conversations for direct reports Partner with Mgr’s and Sr. Mgr’s on regulatory infractions to mitigate those errors through reporting that is useful to the LOB for coaching
• Compile and deliver call calibrations as per annual plan Work with internal and external partners to align on call topics/products Partner with analytics team to pull list of calls for review Review and choose calls based on the topics/products Document relevant information for key partners to review about the calls to be shared Schedule and document all call calibrations
• Complete call reviews targeting CATs and other prioritized initiatives/products Support in resolving all disputes around regulatory/process concerns
• Provide support on projects including but not limited to: Keeping track/prioritization of key initiatives Performance Improvement is involved in Acting as a Subject Matter Expert when appropriate Consolidating key trends/information across Performance Improvement teams (feedback, complaints, training, performance metrics) Supporting on adhoc projects
• Ensures all reporting, tracking and other forms of documentation are completed in a timely basis and when required, support in compliance and audit reviews
• Provide administrative assistance, including support on reporting, presentations, communications, and events as required
• Operating independently, identifying, and resolving issues with minimal oversight. Capable and comfortable operating within tight deadlines, able to make quick decisions, and able to quickly learn about the business/issues, without necessarily having any prior direct experience with the subject matter.
• Works on multiple projects, individually or as a part of a project team, to implement and support enterprise-wide initiatives on behalf of the ScotiaHelps Management Team.
• 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 within 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
• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions:

• Support of Performance Improvement, Canada Collections
• Support other key business partners
• Ability to use and navigate different systems (examples but not limited to: SharePoint, CACS , Verint, Avaya, Nuance, AS400, TSYS, Microsoft Office suite of tools)

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

• Post-secondary Degree in Human Resources or Business or related field with a minimum of 3 years of relevant experience. Experience in an operations environment preferred.
• Profficient in Excel, Office Suite, Powerpoint, Teams, Sharepoint
• Experience in developing and executing learning strategies and solutions in a large complex corporate environment
• Experience leading teams in complex corporate or operations environment
• Degree, certificate or designation in adult learning is preferred
• Strong communications skills (verbal and written) and interpersonal skills. Ability to deal effectively with different levels of the organization
• Strong ability to strategically influence and persuade leaders. Strong ability to effectively perform in a complex, high change environment while being a positive steward for the global HR team
• Strong problem solving, conflict management, negotiation skills.
• Results oriented and able to effectively execute in a demanding environment
• Understanding of Bank’s business strategy and how Learning can support them
• Ability to translate strategy into actionable plans and results
• Strong project management skills and effective execution skills to ensure successful delivery/implementation of learning initiatives and programs
• Superior prioritization and time management skills
• Strong business acumen and understanding to allow appropriate partnership with client groups
• Understands how the data relates to actions and results for an individual person or team
• French language skills considered an asset

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically.