Requisition ID: 267293
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Corporate, Commercial, and Small Business clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.
As our clients transform their operating models, expand globally and deploy digital capabilities and their cash management needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline treasury processes, simplify payments, improve working capital performance, and mitigate financial risk.
At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.
Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose:
Contributes to the overall success of Cash Management Channels & Portals within GTB by ensuring that defined strategies, initiatives, and plans are effectively executed to support business objectives. Ensures all activities are conducted in compliance with applicable regulations, as well as internal policies and procedures.
The Senior Manager, Client Experience Lifecycle Management, leads the end-to-end client journey across global cash management channels within GTB. This role is responsible for identifying key touchpoints, monitoring client feedback, and tracking satisfaction to drive continuous improvement.
The ideal candidate is a strategic leader with strong cross-functional collaboration skills, capable of driving transformation and delivering measurable outcomes. This individual brings deep expertise in client relationship management, process optimization, and data-driven decision-making to enhance client experience and business performance.
What You'll Do
- Develop and execute client journey and lifecycle strategies across global cash management channels to drive key business objectives.
- Identify improvement opportunities and implement actions to ensure high-quality service delivery.
- Partner with key stakeholders to design and deliver CX strategies that enhance client satisfaction and streamline end-to-end journeys.
- Serve as the primary point of contact for all client journey–related initiatives within the cash management channels team.
- Lead the client experience program, including the rollout and management of NPS across channels.
- Monitor client feedback and satisfaction metrics, proactively driving improvements to enhance the overall client experience.
- Evaluate customer strategy effectiveness using analytics to optimize campaigns and outcomes.
- Promote and share CX best practices and insights across teams.
- Facilitate cross-functional collaboration to ensure a consistent and unified client experience.
- Prepare and present lifecycle performance reports and insights to stakeholders and senior management.
- Develop high-quality monthly and quarterly presentations focused on client lifecycle trends and performance.
- Drive improvements in client acquisition, primacy, and retention using NPS and client feedback insights.
- Identify key drivers of client satisfaction and partner with product, sales, and service teams to enhance engagement and outcomes.
What You'll Bring:
- Strong experience in transaction banking / cash management / digital channels
- Hands-on expertise in data analysis, visualization, and storytelling
- Proven ability to operate in product-led, agile environments
- Strong business acumen with ability to connect data to client and commercial outcomes
Education & Experience
- Bachelor’s or postgraduate degree preferred in business, management, computer science, or engineering, with a strong foundation in financial and technology concepts.
- 7+ years of experience in client lifecycle management, client experience and digital platforms.
- Strong commercial and analytical acumen, including data‑driven decision making, performance management, deal structuring, and the ability to drive revenue growth, cost efficiency, and risk mitigation.
- Exceptional communication, negotiation, and stakeholder management skills, with the ability to influence across Product, Technology, Operations, and regional teams; Spanish language proficiency preferred.
- Experience working with CX platforms such as Medallia or Qualtrics.
Key Behavioural Competencies:
- Results Focus – market driven approach to identify/drive opportunities and ability to drive initiatives concurrently
- Customer Focus – focus on the value proposition delivered to the customer
- Strategic Thinking – to devise/develop/define business plans with 3–5-year horizon
- Decision Making / Forward Thinking – to anticipate and react quickly to technological/market change
- Relationship Building – build/maintain productive relations with business lines and other partner teams across the Bank’s footprint
- Personal Development – under self-direction, continuously review and update knowledge and skills to improve performance in all areas as applicable by participating in conferences, committees, industry association offerings, and self-training through various formats
Working Conditions
- Standard hybrid office environment (minimum 3 days in office, subject to change) with extensive use of computers
- Environment is high pressure, complex, fast-paced with changing priorities
- Review and development of complex materials and information
- Aggressive deadlines and unplanned operating problems are expected at this level
- Regular internal, external and cross-functional meetings
- Travel will likely be required across the Americas (e.g. Canada, USA, Mexico, Caribbean & South America); usually planned
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. 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.
