Manager, Lending Services

Requisition ID: 257340

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

The Role

Leads and oversees a designated team within the Lending Services business unit ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures. Responsible for a team that oversees the output of high quality and accurate client data including generating both customer and internal documents, fulfillment customer and partner requests and responding to inquiries and escalations.

Is this role right for you? In this role you will:

• Leads and drives a client-driven culture throughout their team to deepen customer relationships and leverage broader Bank relationships, systems, and knowledge.
• Provides excellent client service by taking responsibility for escalated customer and partner inquiries, concerns, or complaints and resolving matters promptly and accurately. Demonstrates professionalism and commitment to achieving the highest level of customer satisfaction.
• Manages the activities of the business units supporting the Commercial and Small Business portfolios and attests to the validity of all related documentation and assigned processes by:
  • Providing management oversight on the preparation and execution of intricate security and Business Banking documents to meet the requirements stipulated by the Bank’s policies and procedures to support the fulfillment of new and the ongoing maintenance, amendment and service activities of existing accounts, products & services, and lending products & services (including instructions to lawyers, appraisers, and other contacts as applicable).
  • Managing end-to-end processes, including the takeover accountabilities to ensure proper review of audit controls.
  • Consulting with designated Branch, BBO employees, other Business Banking Partners, and Solicitors, as required, including escalating exception items for resolution.
• Applies judgement to identify, troubleshoot, and resolve day-to-day business, functional, and operational issues.
• Active participation in team daily huddles to help resolve issues and raise concerns where partners cooperation is required to ensure an exceptional customer experience, and drive deals and business.
• Manages employees and follows the Bank’s Performance Management processes by:
  • Coaching employees to achieve goals and objectives focusing on functional and behavioral skills, and to ensure the established operating standards are met to create positive fulfilment experiences for our customers and Banking partners.
  • Coaching team(s) to execute against cascaded operational objectives.
  • Being accountable for recruiting, performance management and talent development activities.
  • Cascading organizational objectives and leading others to deliver business and operating results.
  • Supporting the team in implementation of various projects (including pilots and test and learn).
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which the team pursues effective and efficient operations for 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.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment, communicating vison/values/business strategy, and managing succession and development planning for the team.
• Contributes to the overall Pulse Score by championing opportunities to enhance the customer experience.
• Perform other related duties as assigned.
• Works independently, guided by established practices, and operates within assigned lending authorities/limits.
• Reviews accuracy of service activities for new and existing accounts, products & services, lending products and services (including syndications)
• Processing for deals (size and respective limits will vary subjected to segment and tasks).
• Integrates organizational understanding and knowledge of products, services, professional methods, and operating standards to manage results. • Serves as an escalation point and triages issue resolution at the policy level.
• Business Units supported are but not limited to: Commercial Banking, Small Business, Global Risk Management, Payments & Cash Management, Audit, Trade services, Scotia Leasing, Real Estate Banking, Small Business, Customer Services and Solutions, Cash Management Call Centre, and other units (as applicable)
• Provides national coverage between the hours of operations (7 a.m. – 8 p.m. Eastern Standard Time). Shift may vary.
• Exercises judgement based on precedent and multi-faceted information to resolve increasingly complex business, functional and operational issues; recommends standards and operating methods.
• Review Smart Automation outputs for inconsistencies, trends or errors and escalate as applicable.
• Participates in pilots, and test & learns, as required.
• Takes ownership of self-development and broadening management skillsets across different areas.

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 Education (Business Degree preferred) and/or 3 years equivalent work experience in Financial Services or related industry. • Minimum of 2 years managerial experience
• Thorough knowledge of Commercial Banking and Small Business lending products & services.
• Thorough knowledge of business credits (including syndications) as it applies to Small Business and Commercial Banking’s policies & procedures, business accounts, products & services, and collateral documentation.
• Working knowledge of the Bank’s compliance requirements for business banking.
• Fluency in English (written & verbal) and Organizational Skills.
• Effective communication (written & verbal), organizational, and decision-making skills

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited travel may be required.
• Can experience significant fluctuations in volumes of work or unexpected events (e.g., system interruptions) which may require overtime.
• Pressure from meeting deadlines and situations requiring prompt attention.
• Works in a constantly changing environment.
• Role requires shift changes and rotations to accommodate operational requirements, planned vacation relief and unplanned absences.

What’s in it for you?

• A rewarding career opportunity to create a new mandate and change how the bank operates – putting capabilities first
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program including bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day.
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

Location(s): Canada : Ontario : Mississauga

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, 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.