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VP/MD, Global Corporate & Multinational Client Service (Toronto OR US Location)

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Scotiabank

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Banking & Finance
  • Toronto

AI generated summary

  • You need a relevant degree, 10+ years in corporate client service, strong relationship skills, 5+ years in senior corporate banking, team leadership experience, and proficiency in Spanish/French is a plus.
  • You will enhance client service for multinational clients, manage a global team, develop strategies, optimize client journeys, and cultivate relationships to drive growth and satisfaction.

Requirements

  • Relevant undergraduate degree.
  • Over 10 years of extensive experience in client facing and servicing within corporate clients.
  • Proven track record in delivering exceptional client services showcasing strong relationship management and communication skills.
  • Experience managing customer journeys (relationship-building, retention, and satisfaction).
  • Comprehensive understanding of Scotiabank’s Corporate clients and Geographical footprint.
  • Minimum of 5 years of Corporate Banking experience in a senior role required.
  • Proficiency in Spanish and/or French an asset.
  • Proven track record of leadership in building and managing high performing teams’ teams, setting strategic direction, and overseeing day to day operations.

Responsibilities

  • Develops strategies and designs solutions to deliver a superior client service experience to multinational clients globally, utilizing a unified "One Bank" approach and developing scalable solutions in partnership with the Corporate Banking, GTB and Capital Markets Sales Team.
  • Develops strong relationships to work effectively in a global, matrixed environment, focusing on fostering collaboration and driving results through partnerships with North American, Latin American, APAC, and European-based teams.
  • Shapes the strategy for creating a seamless end-to-end client journey for multinational and corporate banking clients, identifying areas for improvement, and optimizing opportunities for benefits across geographies and product segments.
  • Supervises the Corporate Banking Client Servicing team, responsible for delivering high-quality and accurate client services, as well as fulfilling client and partner inquiries and requests related to the Bank's Corporate and Multinational Portfolio.
  • Develops and implements client service strategies to improve our NPS (Net Promoter Score) or other client feedback measure and monitors and reports on key performance indicators to ensure consistent and high-quality service delivery (e.g., SLAs, enhanced services).
  • Cultivates a client-focused culture within the team to enhance client relationships and utilize the Bank's broader relationships, systems, and knowledge.
  • Establishes and maintains a highly functional operating model with internal partners, local and international teams, and corporate functions to meet client requirements and SLAs, ensuring a highly satisfied and loyal client base.
  • Actively collaborates with various stakeholders to identify and address customer needs, devises innovative strategies to enhance customer satisfaction, and contributes to the overall growth of Enterprise Accounts.
  • Sets operating standards for the team to enhance competitiveness within and across markets, ensuring consistent, standardized, and accurate delivery.
  • Manages client relationships, escalation points, and addresses service friction points proactively.
  • Collaborates with the Sales Account Management teams to provide strategic account planning support, generate sales leads, and establish contracted service levels.
  • Keeps abreast of industry trends and best practices in client services, product offerings, and financial services in the Multinational space.
  • Directs day-to-day activities in a manner consistent with the Bank’s risk culture and the relevant risk appetite statement and limits. Communicates the Bank’s risk culture and risk appetite statement throughout their teams.
  • 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 operational, compliance, AML/ATF/sanctions and conduct risk.
  • Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vision/values/business strategy; and managing succession and development planning for the team.

FAQs

What is the primary purpose of the role?

The primary purpose of the role is to provide strategic direction and operational execution for the Multinational and Corporate Banking Servicing segment globally, ensuring a seamless and cohesive client experience.

Where can this role be located?

This role can be located in Toronto, Canada, or in a United States location where Scotiabank currently has offices.

What type of experience is required for this position?

A minimum of 10 years of extensive experience in client-facing and servicing roles within corporate clients is required, along with at least 5 years of Corporate Banking experience in a senior role.

Is knowledge of additional languages preferred?

Yes, proficiency in Spanish and/or French is considered an asset.

How does this role relate to client satisfaction?

This role involves developing and implementing client service strategies to improve customer satisfaction metrics like the Net Promoter Score (NPS) and ensuring consistent high-quality service delivery.

What leadership qualities are expected in this role?

The role requires proven leadership in building and managing high-performing teams, setting strategic direction, and overseeing day-to-day operations while fostering an inclusive work environment.

What is the significance of building strong relationships in this role?

Building strong relationships is crucial for working effectively in a global, matrixed environment, fostering collaboration, and driving results with teams across North America, Latin America, APAC, and Europe.

Does this position involve managing risk?

Yes, the position involves directing day-to-day activities in alignment with the Bank's risk culture and risk appetite, as well as ensuring adherence to operational controls.

What kind of educational background is preferred for candidates?

A relevant undergraduate degree is preferred for candidates applying for this role.

How does Scotiabank approach inclusivity in the hiring process?

Scotiabank is committed to creating and maintaining an inclusive and accessible environment for everyone, and they encourage candidates to inform the Recruitment team of any accommodation needs during the recruitment process.

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Scotiabank

Finance
Industry
10,001+
Employees

Mission & Purpose

Welcome to Scotiabank. We serve thousands of customers, families, and communities across the globe, helping them achieve success through advice, products, and services. Follow for news, insights, thought leadership and more.

Culture & Values

  • Respect

    Everyone is always treated with dignity; diverse backgrounds and experiences are what make us better as a whole.

  • Integrity

    Acting honorably comes first – earning the trust of our customers (and each other) is what matters most.

  • Passion

    We’re enthusiastic about what we do, and want you to feel the same way. Imagine coming in to work, and actually feeling excited to learn!

  • Accountability

    We commit, we take action, and most importantly, we take responsibility for those actions. It’s just the right thing to do.