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Senior Manager, Organizational Change Management – Complaints


This is a Contract position in Toronto, ON posted January 4, 2021.




Requisition ID: 94167

Join the Global Community of Scotiabankers to help customers become better off.





Contributes to the overall success of the Consumer Protection Complaints project, 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.


The Senior Manager Organizational Change Management focuses on the people side of change.  The primary focus will be creating and supporting the implementation of change management plans to maximize employee adoption and minimize resistance. The Senior Manager will partner with subject matter experts and stakeholders to drive faster adoption and higher proficiency on the changes impacting employees such that business results are achieved.


Key Accountabilities 


•    Champion a customer focused culture, while meeting regulatory requirements, to deepen client relationships and leverage broader Bank relationships, systems and knowledge


•    Partner with Subject Matter Experts across business areas to ensure change activities are appropriate and meet requirements 


•    Create and support implementation of change management plans (and associated deliverables)


•    Define a strategic communication plan, and partner with communications teams to lead the design, development and delivery of communications


•    Measure results of change activities and their outcomes


•    Identify potential people side risks and anticipated points of resistance, and develop specific plans to mitigate or address the concerns


•    Identify lessons learned (successes and challenges) on initiatives and recommending improvements


•    Ensure employees are enables with behavioural skills to meet the new regulatory requirements and baseline model


•    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 his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct 


•    Champion a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team


Education and Other Requirements


    The incumbent requires:

•    Experience in leading major change management and communication activities within complex transformation initiatives 

•    Familiarity with project management approaches, tools and phases of the project lifecycle 

•    A solid understanding of how to Manage and Lead people through change and it’s process

•    Advanced communication skills (both written and verbal), facilitation skills and presentation skills 

•    Excellent active listening skills

•    Demonstrated experience leading change and making an impact in cross-functional groups, through influence and strong relationships

•    Flexible and adaptable; able to work in ambiguous situations

•    Organized with a natural inclination for planning strategy and tactics


•    Problem solving and root cause identification skills

•    Must be a team player and able to work collaboratively with and through others

•    Acute business acumen and understanding of organizational issues and challenges

•    Degree/Diploma in Organizational Development, Social Science degree or equivalent experience

•    Expert knowledge in Change Management principles and methodology; Change management certification or designation desired

•    PMI designation or equivalent experience is helpful


Location(s):  Canada : Ontario : Toronto 

As Canada’s International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.

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.