Senior Sales Support Officer Requisition ID: 233671 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. As a Senior Sales Support Officer, you will be responsible for leading the Service Support team to ensure a high level of service delivery is provided to International Wealth Management clients. Ensures all activities are conducted in compliance with governing regulations, internal policies, and procedures, as well as achieving other objectives related to HR Management and operational effectiveness. Manages a team of Sales Support Officers in person through International Private Banking **Is this role right for you? In this role you will:** Leads and drives a client focused culture and leverage broader Bank relationships, systems, and knowledge by: • Monitoring the Supervisory Queue within Salesforce to ensure work has been assigned; reviewing individual queues to ensure tasks are being completed by the team in a timely manner. • Consistently demonstrating and coaching to Service Basics (friendly, willing to assist, efficient and professional) during and after internal client and team interactions. • Reviewing transactions for accuracy and completeness and providing authorization according to policy and procedures as required. • Guiding the team to ensure every client experience is consistent with Scotiabank’s service standards, combined with recommending innovative ways to resolve client service issues while adhering to policy and procedures. • Demonstrating respect and knowledge in interactions with all International Private Banking team members. • Supporting the International Private Banking team with client concerns and complaints to ensure they are resolved quickly and efficiently. • Ensuring the branch presents a professional image in accordance with the Bank and Brand Care requirements. • Executing service management activities as outline by the International Private Banking Head Office team. Provides coaching and leadership to the service and support team by: • Executing service management activities: o Planning and leading monthly one-on-one coaching sessions to recognize success, help overcome obstacles and set a weekly focus. o Working with the team to plan and lead skill build meetings to facilitate the sharing of best practices. • Providing regular coaching, guidance, direction, and support. • Providing and hands-on training for new Sales Support Officers in collaboration with existing team members. • Recognizing and rewarding success and managing non-performance. • Developing and collaborating on individualized development plans. • Resolving issues/negotiating compromises between team members. • Ensuring team members are completing their mandatory courses. Contributes to the quality and efficiency of branch operations as well as compliance with regulatory and internal Bank guidelines to minimize the Bank’s exposure to risk by: • Ensuring accurate and timely completion of daily and periodic monitoring activities (e.g., Customer Inquiry & Request, IntraLink Wire Payment authorization, BCAT Dashboard defects, Accounting Support Package (ASP) defects, supporting a culture of doing it right the first time, and confirming compliance with Bank policies and effective risk management is in place. • Developing and maintaining a thorough knowledge and understanding of the Bank’s International Private Banking, Small Business and Retail Banking products. • Monitoring, communicating, and reinforcing changes to Bank and International Private Banking policy and procedures across Service and Sales Teams. • Embracing and championing change management initiatives by ensuring clear communication with all employees. • Adhering to custody, position authorities, security procedures and Bank policies at all times; reviewing and authorizing transactions within approved limits. • Overseeing the courier bag and incoming mail review and disbursement. • Escalating fraudulent activities and unusual transactions to the Manager/Senior Manager Regional Operations & Service, Relationship Manager and Team Lead. • Collaborating effectively with full International Private Banking team to promote team cohesion between the Sales and Operations Support Team. • Understand 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 behaviors; communicating vision/values/business strategy; and, managing succession and development planning for the team. • Adhere to compliance with regulatory activities and guidelines as part of the service process, including Privacy, Occupational Health & Safety (OHS), Anti-Money Laundering (AML), Anti-Terrorist Financing, Financial Consumer Agency of Canada (FCAC), Know Your Customer (KYC), Canadian Deposit Insurance Corporation (CDIC), rules, regulations, and policies, as well as Scotia Securities Inc. (SSI) guidelines/processes and Guidelines for Business Conduct. **The Must Haves:** • Strong knowledge of service and support management activities and techniques, including service and complaint resolution standards and procedures. • Thorough knowledge of daily and periodic branch routines, procedures, and policies, including custody and security processes and procedures. To complement this knowledge, a thorough understanding of Branch Controls and Branch Applications is required. • Thorough knowledge of branch systems (Forms Free Teller, Intralink, Salesforce, Work Hub, Scotia FX, me@scotiabank, IntraLink wire payments. • Working knowledge of Bank’s International Private Banking, Retail Banking, and Small Business products and services, policies, and procedures. • Working knowledge of HR Policies within me@scotiabank. • Acts as most senior officer, managing any emergencies, robberies, Sales Team escalations, where required and where no Senior Sales Support Officer Level 6 are onsite. • High degree of flexibility to adapt to changing priorities within the team and managing work schedules to meet branch/region service and support demands. • Regular ongoing coaching is integral to success in role; incumbent must be able to effectively articulate their views and communicate with all International Private Banking team members. Previous Retail Branch experience is an asset. • Strong computer and application skills are essential. • Strong communication, time management and organization skills. • Fluency in English and Spanish language is required. • May have to work under pressure and conflicting priorities. • This position requires overtime. 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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.