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Manager, Digital Channels & Customer Engagement (Small Business)

Toronto, ON
Full Time
4 days ago
Requisition ID: 166488

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

The Manager, Digital Channels & Customer Engagement supports the Senior Manager to enhance the Small Business customer experience in digital channels by:

  • Strategically influencing the digital strategy for acquisition, retention, and system enhancements in collaboration with key internal and external stakeholders
  • Recommending acquisition and retention tactics to engage the Small Business customers along the customer journey.
  • Nurturing strategic alliances with third-party vendors to develop customer-centric programs to improve the digital customer experience.
  • Monitoring Key Performance Indicators (KPIs) to ensure customer, Small Business, and Bank objectives are met and provide ongoing evaluation and recommendations to improve the customer experience

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

  • Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • Work with the Senior Manager and key stakeholders to develop the Small Business acquisition, retention, and system enhancement tactics
  • Maintain a strong awareness of industry trends, competitor movements, emerging technologies (Fintech), in order to leverage insights and recommend enhancements
  • Create reporting to track each tactic, channel performance, and provide regular updates to the Senior Manager
  • Manage the Digital Acquisition process for selected products with an end-to-end vision, from pre-funnel, funnel, and post-funnel phases to be able to make recommendations to improve processes, optimize digital journeys, and work with key stakeholders to adjust the value propositions for acquiring customers digitally
  • Standardize operational processes to ensure adequate funnel measurement and prospect drop-off coverage across Digital Channel sales journeys
  • Improve funnel performance across the onboarding application across all Small Business segments
  • Create an effective feedback loop, and champion new tactics based on feedback
  • Develop insights and recommendations into the digital journeys design to improve sales performance and customer experience
  • Work with owners of the source of traffic/leads to ensure traffic delivered into the funnel is delivering against conversion targets
  • Identify, conceptualize, and develop recommendations for customer lifecycle interactions strategies and initiatives that deliver on specific business objectives, in a fast-evolving digital landscape
  • Track project costs to meet budget
  • Provide project updates on a consistent basis and utilize industry best practices, techniques, and standards throughout entire project execution
  • 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 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 operational, compliance, AML/ATF/sanctions and conduct risk
  • Champion a high-performance environment and contribute to an inclusive work environment

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

  • Several years of related work experience in the financial services industry, preferably in Digital, with a thorough understanding of the Small Business market segment including challenges, opportunities, competitive landscape and products
  • Through understanding of Design Thinking and Agile methodologies
  • Strong organizational skills to coordinate and prioritize several concurrent projects
  • Strong influencing and stakeholder management skills with the ability to influence both internal and external/third-party business partners across the organization
  • The ability to challenge the status quo and develop innovative solutions
  • Strong understanding of digital functionality, engagement channels, and trends with competitors and Fintechs
  • Thorough understanding of digital and privacy regulatory environment
  • Thorough understanding of Branch operations and sales environments
  • Experience working with MS Office applications, and awareness of Bank and customer technological environments
  • Excellent written and verbal communication, interpersonal, presentation and negotiation skills

Location(s): Canada : Ontario : Toronto

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.

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