Agriculture Banking Team Lead Service, Canadian Commercial Banking

 

 

 

Requisition ID: 234141

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

 

Agricuture Banking Team Lead, Service - Canadian Commercial Banking
 

Purpose
 
The Agriculture Banking Team Lead, Service will lead and oversee the regional client servicing team of Client Service Specialist (CSS) for Commercial Banking Distribution ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies and procedures. They are responsible for a unit that oversees the output of high quality and accurate client data, service and support as it relates to all client Commercial portfolios.
 
You will be responsible for leading end-to-end client-centric service to our new and existing clients. This will include liaising with internal partners groups and external parties to ensure and oversee the quality of the collection and processing of financial reporting, satisfaction of funding requirements, onboarding needs and various activities such as resolution of escalated client challenges. The role is specific to servicing all segments in Commercial Banking Distribution. This role will work closely with the leaders in the RBBO – BSC for ongoing process improvements on behalf of the assigned portfolio.
 
Accountabilities:
 
Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
 
Lead and coach team to deliver exceptional client service, ensuring a seamless E2E servicing journey for all mid-market clients in the region by:

 

•    Ensuring every client experience is consistent with Scotiabank’s service standards and customer concerns are resolved quickly and efficiently, escalating to VP, Commercial or appropriate Relationship Manager as appropriate.
•    Coaching team to the elements of high-level client centric service model; and enhancing teams overall servicing and support capabilities in order for them to develop trust relationships with clients.
•    Monitoring and taking appropriate action on deficiencies within the assigned service portfolio.
•    Liaising with designated RBBO contacts, and other Commercial Banking Partners as required, including acting as an escalation point of contact.
•    Balancing short and medium-term priorities to address resource and operational challenges.
 
 

Ensure consistency and quality in service delivery, adhering to established standards and procedures while continuously seeking opportunities for improvement by:

 

•    Ensuring appropriate controls are in place to drive operational excellence and profitable relationships while mitigating risk.
•    Fostering collaboration across teams to streamline processes, reduce service bottlenecks, and enhance overall efficiency in the end-to-end client servicing journey.
•    Collaborating closely with key partners to streamline the servicing processes as well as coordinate with RBBO to ensure efficiency.
•    Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the VP Commercial and/or applicable department as appropriate.
 
 

Oversee the implementation of client feedback mechanisms by:

 

•    Contributing to CPulse Score by championing opportunities to enhance a high standard of customer experience.
•    Using insights to drive enhancements in the client servicing experience.
 
 

Monitor and analyze service performance metrics, identifying trends and making data-driven decisions to improve service outcomes and client satisfaction.
 
 
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 their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operationa