Director, Virtual Advice

Requisition ID: 198977
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

What your role will be...

Director, Virtual Advice

The Director leads and oversees the Canadian Banking Virtual Advice strategy by ensuring business objectives, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures. The incumbent leads a team who is responsible for the Bank's relationship-deepening efforts in a manner that is aligned to the overall Canadian Banking Strategy while developing a client-focused sales culture.

The Director is responsible for the success of their team and for meeting team objectives through strong sales, profitable growth, and retention Retail Canadian Banking clients. The incumbent will actively contribute to the development of plans to achieve business objectives.

The Director works with internal and external stakeholders on developing and executing sales management activities focused on building profitable growth across the country and provides recommendations associated with achieving the objectives of the virtual channel as well as increasing / maintaining awareness of the channel benefits / value proposition to all internal partners and Branch Managers.

• Leads and drives a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Contributes to the profitable growth of the Canadian Retail Bank through:
  • Designing, developing, and overseeing the execution of the Virtual Advice strategy and business plan that will lead Virtual Advice Teams in selling, retaining, and servicing Canadian Retail Banking products and services
  • Accountability of the Virtual Advice Manager's goals and providing support to the Regional and District goals
  • Establish internal and external sales and coaching best practices during coaching and touch base sessions with Virtual Advice Managers. Acts as the second level escalation point with ACE / GRM and other internal partners in support of credit applications and other approvals
  • Building strong relationships with the regional teams and partners while working with Virtual Advice Managers in support of their relationship development with district teams and Branch Managers by providing expert advice in a professional and timely manner.
  • Leading the Virtual Advice Managers and work with closely with business line partners, District Vice Presidents and Branch Managers in the design, development, and implementation of Retail Virtual Advice strategies in support of the Region achieving their Canadian Retail Banking goals.
  • Providing and working on strategies with Retail Performance EO concerning feedback on industry trends, marketing strategies, competitive positioning, market growth assumptions, sales forecasting, and results analysis.

• Provides leadership, coaching and guidance to Virtual Advice Managers to help them lead and develop their teams and ensure they provide a superior customer experience by:
  • Ensuring that Managers coach and develop a team of high performing, subject matter experts that focus on advice-based conversations
  • Contributing to the planning and delivery of relationship building activities with business line partners
  • Creating awareness of the virtual channel by working in close collaboration with key partners (CBCC, DVP, DRB, BM) assisting partners in the identification of opportunities by designing and delivering tailored solutions that clearly state the benefits to the customer and the Bank of Nova Scotia
  • Overseeing Retail Virtual Advisors to ensure processes, policies and sales practices are appropriately managed and followed
  • Regularly schedule coaching with managers to recognize success, help overcome obstacles and set focus to ensure continued improvement in knowledge and leadership
  • Proactively manage any performance and conduct concerns

• Leads and develops a team of Managers in their management of an assigned book of client relationships by:
  • Providing direction, guidance, and support to team members in identifying gaps in client portfolios and recommending solutions to fit their business needs
  • Leading and coaching the Virtual Advice Manager team in areas of sales coaching and achieving assigned goals and targets
  • Developing and obtaining agreement on individualized development plans for the team managers and overseeing the development plans for the rest of the team
  • Recruiting, hiring, and promoting team members in accordance with standard business practices
  • Providing sales training to virtual advisors so that they are equipped to provide tailored advice and recommend customized solutions for retail customers' unique needs
  • Ensuring that each client request is fully analyzed to ensure a clear understanding of the customer needs and acted on
  • Facilitating a culture of open and honest communication by actively participating and contributing to team meetings and encouraging the generation of new ideas and actively sharing the knowledge and experience to enhance the development of all team members

• Contributes to the achievement of the Virtual Advice business objectives by:
  • Developing a clear understanding of the financial and non-financial goals
  • Ensuring the daily and periodic management / audit controls are in place and effective
  • Provide leadership with status updates on all initiatives as well as analysis regarding said initiatives. Continually review ways to increase revenue, control or reduce costs through the streamlining of existing processes or functions as well as introducing new initiatives that will benefit the network

• Understands 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 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 behaviours; communicating vison / values / business strategy; and managing succession and development planning for the team.

What you need to succeed...

• University degree in related discipline or 10 years directly related work experience
• Strong written and communication skills
• Strong interpersonal, coaching, communication, coordination, judgment, negotiation and analytical skills
• Demonstrate change leadership, cross cultural leadership and a strong focus on the customer and results
• Expert knowledge of Scotiabank's Retail products and services, including the supporting systems such as ScotiaHome, Salesforce, Advice +, Process Navitgator etc.
• Expert knowledge of credit processes and policies, including ACE/GRM.
• Effective sales management skills are essential, along with the ability to influence and motivate others
• Thorough knowledge of applicable credit/risk management policies and processes
• Thorough knowledge of regulatory compliance related to Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, Know Your Customer requirements, CDIC, FATCA and Occupational Health & Safety
• Working knowledge of other products and services provided by the Bank's specialized sales forces and other delivery channels such as Wealth Management and Commercial Banking

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.