Bilingual Small Business Deal Support Coach - Montréal, Canada - Scotiabank

Scotiabank

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 169933

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

Purpose_

The Small Business Deal Support Coach
- assists the field deliver enhanced conversations leading to improved performance, while maintaining compliance with governing regulations, and internal policies and procedures; and is focused on customer needs-based advice conversations and empowering Small Business staff to deliver excellent customer experiences (NPS).
- contributes to the overall success of the Small Business Fulfillment team in Canada ensuring specific individual goals, plans, initiatives are executed / 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.

Major Accountabilities_
Maintaining a high degree of relevant, uptodate knowledge and understanding of appropriate credit structure, products, processes, and policies, including completing internal training to maintain expertise, and reviewing all News Items, Manual and Job Aid updates, and related publications.
Provides excellent customer experience by taking responsibility for and ensuring the successful implementation of loan fulfillment for new and existing client relationships as directed by the Branches.
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Contributes to achieving a departmental Operational Performance Targets of 95% or higher as it relates to Branch or Private Banking fulfillment requests, and accuracy of verification and approval rates.
Reviews authorizations for deals within their limits, referring anything above thresholds and executes the fulfillment of these requests (department volumes approximately 113,000 annually).
Operates independently daytoday within assigned authorities/limits
Uses comprehensive judgment in the interpretation of data and instructions, and escalates issues with recommendations as required.
May act as the main point of contact for day to day fulfilment activities and will provide superior service and support to our business partners (services approximately 900 branches).
Contributes to the National Small Business fulfillment team and provides service to Branches, Private Banking, Adjudication Centre of Expertise (ACE), Small Business group, Global Risk Management, Payments & Cash Management, Audit, Quality Assurance, Trade services, Scotia Leasing, and other units across Canada.

Operational Effectiveness/Improvement:
Foster an environment that promotes quick and flexible support, while mitigating risk by:

Recognizing and identifying knowledge gaps and performance concerns in the field and sharing these with management for escalation.
Identifying and assessing new opportunities for cost savings and operational improvements.
Preparation, validation, and execution of required collateral and other related documentation for Small Business Banking clients to ensure accuracy and completeness as required for/from the branches.
Recognizing, and escalating to management, trends, problems and opportunities.
Providing insight, feedback, and recommendations on plans, tools, policies and processes and how they can be improved.
Pursuing effective and efficient operations, while ensuring adherence to daytoday business controls that meet obligations with respect to the Bank's risk culture, AML/ATF Compliance, and Privacy Policy; and including but not limited to, responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, and the Code of Conduct.

Development:
Effectively support an environment of high performance by:

Fostering an inclusive work environment.
Maintaining open lines of communication with management and team.
Participating in ongoing coaching and continuously looking for development opportunities.
Being accountable and striving to achieve goals and objectives that align to Scotiabank's vision/values/business strategy.

Relationship Management:
Builds and maintains relationships with partners in the field to share observations and identify opportunities by:

Recognizing and identifying knowledge gaps and performance concerns in the field and sharing these through an appropriate escalation process.
Participates as active partners, and initiates changes by working with stakeholders, and business lines to resolve issues, remove roadblocks, reduce costs and improve services.
Provides timely and meaningful data to partners to ensure that data is easily available, thereby facilitating the decisionmaking process.
Responds promptly and effectively to fulfillment inquiries, concerns, and complaints from Banking partners, through the ability to:
Resolve fulfillment issues and reduce business and client impact with the direction of the manager as r