Assistant Manager, Workplace Experience, Satellite Offices

Requisition ID : 202756

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

Purpose

The Assistant Manager is responsible for contributing to the overall success of the Centralized Operations model by working and managing a team of Workplace Operations Leads in a satellite location.

The incumbent works with the Manager to ensure design, delivery and continuous improvement of the service experience as defined by the operating model.

Ensuring specific individual goals, plans, initiatives are delivered in support of the team's business strategies and objectives.

Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

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

Onsite & Virtual Support

• Provide on-site support for employees
• Provide back-up Reception support during planned and unplanned absences
• Supporting all aspects virtually through the mastery of multiple platforms : MS Teams, Viva Engage, SharePoint and Visitor Management System
• Managing and reporting on floor capacity through the use of centralized tools - OfficeSpace

Coaching & Development

• Manages the Operations Team and focuses on operational excellence and service standards
• Ensures and promotes the development of team members through the use of various coaching and training techniques.
• Participates in the development of Operations Lead team near and long-term plans, goals, and objectives ensuring alignment with the ABWT and Operations vision and strategy.
• Monitor team performance, based on established metrics and cadence

Leadership

• Leads and drives a customer focused culture throughout the team of Operational Leads and Receptionists to deepen client relationships and leverage broader Bank relationships, systems and knowledge :
• Manages the Operational Leads and Receptionists and ensures the support provided to the Business Partners and Executives is aligned to the Operational Model and the needs of the partners being serviced.
• Provides direct support to the Manager Operations, Satellite Offices for day-to-day execution of tasks.
• Monitors and analyzes workload of the Operation Leads and Receptionists and identifies opportunities across floors for creating capacity to assist with additional value-added work and projects.
• Manages all end-to-end processes and is responsible for maintaining the service level standards
• Manages and resolves requests, concerns, issues, and complaints escalated by the Leads related to maintenance, supplies, mail, facilities, technology etc.,
• Monitors, tracks, and reports on service volumes and trends to the Manager, recommends action as required.
• Builds stakeholder alignment across related teams to achieve results and support employees and meet operational objectives
• Manages the shared SSG Operations group email by responding quickly to all concerns and questions escalated by the Leads.

Employee Experience

• Applies in-depth understanding and experience of professional standards, operations, and customer service to direct support staff in the creation of guidelines to govern the satellite location.
• Understand, prioritize and articulate challenges and successes of operations and assist with solution development where necessary.
• Applies judgement to identify, troubleshoot, functional and operational issues.
• Solves divers range of problems where analysis requires filtering multiple sources of information and identifying root cause for solutioning.
• Overseas employee security access, locker and key database.
• Ensures up-to-date records of security access, keys and lockers are maintained.
• Promptly escalates any security issues or concerns to Security Operations and manages the organization and input of information related to employee security access.
• Liaises regularly with building security and ensuring security access principles are adhered to.

Manages the OHS and Fire and Safety building requirements

• Ensures compliance to the OHS program is maintained across all Ecosystems
• Composes correspondence related to OHS and Fire and Safety
• Maintains information / data in databases, for all Ecosystems, related to First Aid Attendants, OHS Committee membership and Fire and Safety Teams.
• Ensures First Aid Attendants and Fire and Safety Teams are trained according to Bank standards.

Administration and Financial

• Review and approve all invoices through Payment Request Centre (PRC)
• Processing of all expenses within Service Level Agreement
• Maintaining budget control and actively pursuing cost savings
• Monitors, and reports on monthly KPI trackers
• HR accountabilities : vacation requests, timesheets, mandatory e-learning, calibration for BSA / AIP, etc

Change Management & Continuous Improvement

• Employs various data gathering techniques with accompanying analysis to better inform decisions surrounding processes and protocols.
• Support the Operational Model and provide input to employees and leadership program team about opportunities for reinforcing change.
• Creates and maintains documented procedures and processes for the building.
• Develop and document processes and procedures for day-to-day operations.
• Embed continuous improvement approach. Co-create and execute feedback process to input initiators and ensure wider population are kept informed appropriately.

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 of 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 Scotiabank Code of Conduct.

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

• Bilingual in French / English
• Thorough knowledge of Microsoft Office Suite applications, Power BI, OfficeSpace and Visitor Management Software
• Working knowledge of Bank accounting controls, organization and structure
• Undergraduate degree in Business Management, Operations
• Working ability to manage several priorities simultaneously
• Previous people management experience
• Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.

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

• Tour Scotia is a 9-floor campus located in Montreal with a total population of approx. 600 employees.
• Role requires a high level of independence and strong organization skills with excellent written and oral communication.
• We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success.
• Must be flexible and adaptable to manage multiple priorities and their own workload in a fast-paced environment
• You'll get to work with and learn from diverse industry leaders
• We hire you for your talent not just a job so you can grow with us. We'll equip you for success not only in your role, but also in your career as a whole
• Our virtual channel offers social events and learning opportunities, to share current experiences & promote wellbeing in our new remote environment
• Access thousands of online and in-person courses so you can hone your current skills, or learn new ones
• Undergraduate degree in Business Management, Operations
• 5 years' relevant working experience in leading a team within the financial industry
• Working ability to manage several priorities simultaneously
• Working knowledge of Bank accounting controls, organization and structure
• Knowledge of Business Continuity Planning and Compliance Reporting
• Thorough knowledge of Microsoft Office Suite applications, Power BI, OfficeSpace and Visitor Management Software
• Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.

Location(s) : Canada : Quebec : Montreal

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.