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Senior Manager, Retail Customer Value, Strategic Planning


This is a Contract position in Toronto, ON posted April 1, 2021.




Requisition ID: 100953

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





The Senior Manager, RCV Strategic Planning is responsible for providing support on planning, programs and coordination of activities that impact CB customers for the senior management team in Retail Customer Value .  This role is an excellent opportunity for the right candidate to gain a broad understanding of segmentation, budgeting, Advice+, customer experience and all things customer in the Canadian Bank.  

There are three main areas of accountability. 

1.    Working with the VP leadership team, this person will lead all cross functional planning activities for the RCV team including the SIP process, scorecards and budgeting planning. This will involve bringing the groups together in workshops, creating a cohesive strategy and ensuring that all teams are aligned and aware of the broader RCV initiatives and targets, aligned to retail strategy. Will also take the lead in team education and skill development activities. 

2.    Collaborates with finance to bring a single view of budget and business cases for the RCV team.  This will involve working closely with partners, tracking expenses, ensuring line of sight to all business cases in the RCV group.  

3.    Responsible for managing the CB Retail calendar.  This involves working closely with our channel partners and business lines to create and maintain a forward-view of all activities impacting our customers and working with our partners to understand employee impact for discussion with senior leaders.  
This is an excellent opportunity for a hard-working, organized and collaborative person to learn and build a great understanding of the customer team.  This person will report directly into the VP, Customer Experience, but will have a dotted line into the SVP of Retail Customer Value. 


Key Accountabilities 


Lead Cross Functional Planning such as SIP process, enabling workshops, team events and development activities, townhalls, annual planning process, team scorecard updates and results


•    Act as a central point of collaboration across the team to bring together groups to create cohesive planning (SIP, annual budget)

•    Identify opportunities for team development and proactively put together a list of speakers from across the bank for development opportunities for our team

•    Update quarterly scorecard for RCV

•    Lead results meetings and amalgamation of all results in a clear and cohesive document for management


Budget Management and Business Case Alignment – Work with partners in finance to manage RCV team budget, ensure clear line of sight to expenses. Consolidate and track SIP spend, business cases progress and status so there is a consolidated team view of budget and spend for all initiatives


•    Be a central point of contact for all operating and SIP budget for the RCV team

•    Create and manage a central view of all spend, report out monthly to senior management and identify variances

•    Work closely with finance to support accurate tracking and allocation of expenses and help the team prioritize across the VP groups


Manage the Retail Banking calendar – working with our partners, produce a forward-looking 12 to 18 months calendar of initiatives across Retail Banking. Where required, facilitate prioritization discussions to ensure optimized delivery with awareness of customer impacts and in partnership with our channels on capacity and employee mindshare. Lead a collaborative process with the channels to ensure enough lead time for key projects.

•    Work monthly with channel partners to gather all new initiatives that have been added to the intake tool

•    Assess size and impact on customers

•    Coordinate with channel partners to create a unified view across customer and channels

•    Facilitate prioritization discussions across the business with our channel partners 


Who you are:

You are a collaborator at heart who knows that creating an environment where all ideas are heard and shared produces the best outcome.  You are a keen listener and have a growth mindset – you are

constantly open to new and better ways of doing things.  You are comfortable interacting with all levels of the organization and you have experience communicating to those levels.  You are a hard worker, who is dedicated to getting the job done.  You are kind, approachable, highly organized and are already a super-star in your current role at Scotia.


Education and Other Requirements


•    5-10 years of financial services and management experience required.

•    University degree required, MBA preferred

•    Can communicate effectively with senior management, comfortable at all levels of the organization.

•    Strong organizational skills to coordinate and prioritize a number of concurrent projects.

•    Strong negotiating, influencing and communication skills (written and oral) to influence all levels of the organization

•    Strong leadership and interpersonal skills that facilitate a positive and effective team environment at all levels of the organization.

•    High credibility with the Bank’s senior management team and with business line and other functional area management teams.


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.