Manager Sales & Service Support

Requisition ID: 277002
Employee Referral Program – Potential Reward:

We are committed to investing in our employees and helping you continue your career at Scotiabank.

Purpose

Contributes to the overall success of Retail Banking in The Bahamas, District North, Caribbean Region, International Banking, 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.

As the Manager; Sales & Service Coaching and Sustainment (MSSCS), you are responsible for contributing to the overall success of the branches in your zone by ensuring the quality and effectiveness of the sales, service and referral efforts of the branch team. Success will be achieved through coaching, performance feedback and ongoing monitoring of Retail, Premium Banking and Small Business officers to achieve their individual goals. The sustainment of sales management disciplines, demonstration of sales leadership attributes and the operational effectiveness of the sales process, are also key contributors to success in this role.

You are responsible for the collective goals of your Sales and Service teams within your zone including Delivering our Service Promise, as well as other personal objectives related to team work and leadership development. You are responsible for using a collaborative coaching approach, as well as subject matter expertise, during all daily interactions to create a relationship of mutual trust and confidence with customers and employees.

Accountabilities

1. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

2. Contribute to the success, profitability and driving sales productivity of assigned branches through effective coaching and training of branch Retail, Premium Banking and Small Business sales officers within your designated zone by:

• Reviewing external indicators such as Counselor Branch and Management reports, Branch Productivity Dispersion reports, MBR’s, trending reporting (eg: LSU, LDC, etc.), The Pulse Survey reporting, Customer Contact Program & DM sales program reporting, etc.; to make informed decisions regarding frequency and priority of scheduled branch visits as well as actions required;
• Supporting the Branch Management teams with the onboarding of new Retail, Premium Banking & Small Business sales officers and provide orientation/training to the sales process through coaching and observation;
• Supporting Retail (PBOs / ROs) Premium Banking and Small Business sales officers to meet the needs of customers by ensuring the Sales Conversation RoadMap is effectively and consistently applied during all customer interactions;
• Working in conjunction with the Sales Leader / Branch Manager to develop action plans to close noted performance gaps / opportunities for improvement and provide subject matter expertise to guide / support the branch manager in the execution of these plans.

3. Directly support the implementation and sustainment of Sales and Service activities and initiatives, being primarily responsible for the quality of sales leadership disciplines in conjunction with the Branch Manager. You will ensure sales officers consistently use the appropriate sales process in all customer sessions by:

• Supporting weekly, or as established, sales meeting with staff to reward and acknowledge positive results, communicate weekly focus, review weekly goals and priorities, and share best practices and successes to encourage continued improvements and confidence building;
• Ensuring that all sales staff have sales and referral goals as well as understanding and accepting the importance of goal setting and proactively measuring sales activities and results;
• Holding formalized regularly scheduled one-on-one coaching sessions with each sales officer and collaborating, where necessary, with front line staff; reinforcing sales and referral processes and focusing on sales and referral activities, successes and challenges to reinforce positive interactions and behaviours and promote learning from the challenges;
• Providing training (eg: Skill Builders etc.,) through gaps identified and as directed by the Sales Leader including coaching / mentoring of Retail, Premium Banking and Small Business sales officers, and collaborating with referral staff on both a regularly scheduled, and ‘ad-hoc’ basis;
• Evaluating the applicability of training programs through the direct observation of sales officer behaviours and productivity metrics, providing recommendations for required enhancements to increase effectiveness;
• Providing input to internal and external facilitators with the development and execution of training programs;
• Supporting training programs as required;
• Ensuring all key internal partners (eg: Shared Services, Product Delivery, Global Performance & Learning, Compliance etc.) are participants in the process at the appropriate stage and level;
• Coordinating activities and providing input to other team members (Human resources, Global Performance & Learning etc.) to ensure objectives are accomplished within prescribed timeframes.

4. Conduct both Retail, Premium Banking and Small Business branch reviews to assess effectiveness, inform Branches of opportunities, and to provide the Senior Sales leader (SSL) with insights to improve coaching effectiveness by:

• Supporting, participating and observing key sales and service management activities within branches, including coaching sessions, skill building sessions, sales & pipeline meetings, sales & service meetings and group/individual touch-bases;
• Observing key customer interactions during each branch review or visit and providing coaching to reinforce desired behaviours and close noted gaps;
• Recognizing performance, best practices and identifying and escalating non-performance issues to the SSL and/or Country Head.

5. Contribute to, and monitor the efficiency of, customer experience delivery by:

• Ensuring the consistent delivery of Our Service Promise elements through observation of sales officer behaviours during customer interactions;
• Reviewing the Pulse Survey Report ‘Overall Branch Performance’ scores and supporting Action Plan to correct noted gaps;
• Assessing branch customer complaint trending to identify systemic gaps in the customer experience and coaching to close gaps;
• Conducting ‘Branch at a Glance’ activities as required and monitor and record interactions with customers to identify behavioural competency gaps and recording for reference in coaching sessions;
• In collaboration with Shared Services resources, confirm staff levels are scheduled to coincide with known traffic/activity patterns in the branch through observation;
• Ensuring front line staff interactions with customers are regularly monitored to identify gaps in functional competencies and product knowledge and record for reference in coaching sessions.

6. Compliance, Policy & Procedural Adherence:

• Through direct observation of Retail, Premium Banking & Small Business officers interactions, ensure all sales related operational controls, compliance & management oversight levels are maintained as per applicable Bank manuals & guidelines;
• Discuss items of concern / non-compliance with the Branch Manager and escalate to the Sales Leader as appropriate.

7. Manages the Tier 1 Review of Mutual Fund Retail Distribution:

• Applies thorough knowledge of the Mutual Fund requirements to ensure that all sales/redemptions are issued within specifications;
• Ensure requirements pertaining to Customer Suitability is adhered to for each Mutual Fund sale/redemption by completing quality assurance;
• Escalate all identified issued to the applicable PBO and Branch Manager;
• Compile and report to Senior Manager Sales Practices on Key Risk Indicators for Mutual Funds;
• Prepare reports (weekly) as necessary including reconciliation of iFast.

8. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

9. 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.

10. Champions 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.

Dimensions

The incumbent works independently with Retail, Premium Banking and Small Business officers using influence rather than direct authority. He/she works within broad operational parameters and receives support and guidance from the Sales Leader in country as well as through the Sales & Service hubs. The incumbent is expected to continually advise the Sales Leader on trends, issues and results and act in their absence.

The Sales Leader will review your performance and will provide ongoing supervision and direction. Ongoing development of your skills will be facilitated through coaching relationship with your manager, internal and external training, and may result in increased authority over time.

Education / Experience / Other Information (include only those that are specific to the role)

The incumbent requires an expert knowledge of the Bank’s Retail, Premium Banking and Small Business Sales & Service environment including the ability to anticipate obstacles that may need to be addressed to maximize acceptance and ownership by branch staff, for new product initiatives and business plan targets. An excellent knowledge of proven Sales and Sales Management techniques and disciplines are required. A detailed knowledge of the Retail, Premium Banking and Small Business Banking branch operating model, local competitive landscape and Scotiabank’s competitive positioning within the market are also required.

The incumbent must possess an expert knowledge of the Bank’s Sales & Service Disciplines, as well as retail and small business loans and deposit policies, compliance requirements and standard operating procedures. The incumbent must have the ability to coach and apply acquired knowledge and experience to accurately and in a timely manner, identify and deal with problems or issues including negotiations with Branch Management teams. The incumbent must work and build strong relationships with various teams supporting the branch network, including Shared Services and other key support groups in order to effect the changes or results desired and be able to influence and persuade others.

The incumbent must have the analytical skills required to analyze a broad range of statistics, reports and information provided for the various Retail, Premium Banking and Small Business products and services. In addition to these analytical skills, the MSSCS must be able to identify trends in key areas of the branch environment, recommending and participating in appropriate corrective action when necessary. The incumbent must make effective use of the automated tools provided to enhance analysis and streamline procedures. Must also have effective sales and service management skills to help direct and support both Sales Leaders and branches in their attainment of business plan targets.

The incumbent must possess strong leadership skills and must set a positive example for change and encourage others to do the same. He/she must have the ability to motivate others with whom they come into regular contact and must demonstrate highly refined interpersonal and communication skills, both written and verbal. The ability to adapt to various management styles, displaying flexibility and understanding but with strong determination to effect change is important in effective communication with branch staff in order to promote and foster important change. It is paramount that the individual be able to show positively, the value of this resource and how this coaching role assists in achieving the overall objectives of the Country and Branch. Therefore, tact and diplomacy are extremely important in this role. To support this role it is important that a keen awareness of all the various initiatives being considered and rolled-out be maintained to effectively provide advice and develop solutions on various issues. In order to maintain the level of knowledge required, networking with the various support and product groups is necessary to be informed. In doing so, the individual must be able to deploy informed knowledge, be able to foster credibility amongst branch management, as well as Senior Management of the site, based on experience, knowledge, and ability to sell and influence.

Functional Competencies - specific skills and knowledge requirements applicable to the job. Functional competencies are scaled into levels from Working to Expert, indicating the necessary proficiency levels:

Working
• Understands area, needs more application experience or practice;
• Understands enough to independently handle most tasks in this area most of the time, but is supplied with direction for work.

Thorough
• Experienced;
• Has thorough knowledge of the area;
• Makes own judgments about work objectives.

Expert
• Specialist knowledge of the area;
• Is relied on for guidance, especially during critical times.

To be successful, the following functional competencies must be demonstrated on the job:

• Thorough knowledge of the Bank’s:
• established coaching framework & disciplines;
• sales and service management activities and techniques;
• retail, premium banking and small business products & services, including supporting systems, routines and operating procedures, and external indicator reports;
• internal Wealth Management / Premium Banking referral criteria & processes;
• expense control and revenue generating requirements;
• Sales & Service technology platforms and branch systems (i.e. Counselor, IBP/Core Banking, Small Business Platform SBP) etc.;
• triage-based internal referral process;
• sales and service design concepts;
• software programs, (i.e. Lotus Notes, MS Office, Excel).

• Working knowledge of the Bank’s:
• Products and services offered by other financial institutions and niche competitors in the local market/country;
• Services provided by support areas such as Shared Services / Lending Support Centres / Processing Support Centres, Compliance etc.

To be successful, the following behavioural competencies must be demonstrated on the job:

Building Strategic Relationships – Level 3
• Generates opportunities to collaborate with other parts of the Bank to achieve results that would otherwise not be attainable. Leads team/others to do the same.
• Builds a diverse network across departments and outside the Bank to advance professional and Bank objectives.
• Strengthens trust and credibility through empathy, integrity, and capacity to act as a facilitator to create win-win situation.

Change Leadership – Level 3
• Makes change “real” for the team by generating excitement and enthusiasm around clearly articulated new and future opportunities.
• Demonstrates creativity by championing new and innovative approaches leading to business success.
• Deals well with ambiguity, taking smart and calculated risks and supporting others who do the same.

Communication – Level 3
• Communicates with confidence and considers the impact of the message on both internal and external stakeholders.
• Able to listen for and interpret underlying or indirect messages and is adept at confirming understanding.
• Translates departmental vision into meaningful goals for teams and individuals.
• Keeps multiple stakeholder groups informed about pertinent information.

Cross-Cultural Leadership – Level 3
• Leads by example in demonstrating the vision and values that support a diverse and inclusive environment.
• Encourages team to create value from diversity by actively seeking different perspectives.

Customer Focus – Level 3
• Strengthens role as a trusted advisor and works cooperatively across departments/business lines to cultivate long-term customer relationships.
• Stays abreast of emerging customer needs through a variety of sources.
• Develops innovative solutions and concrete business plans that create value for the customer and profitability and productivity for the Bank.

Developing and Coaching Talent – Level 3
• Identifies people’s strengths and areas for development, helps them build on their strengths, and takes action on poor performers through proactive coaching.
• Actively supports individuals in seeking lateral and/or promotional opportunities within the organization.
• Effectively and appropriately delegates tasks and challenges that increase development, employee performance and overall team productivity.

Results Focus – Level 3
• Pushes him/herself and team to continuously achieve greater results by setting challenging stretch goals and developing measures for initiatives to achieve mid- to long-term results.
• Mobilizes people into coordinated and effective action, making timely decisions while exercising good judgment.
• Responds to barriers by adjusting ineffective strategies and using new approaches.

Self-Awareness & Personal Development – Level 3
• Seeks specific development opportunities that would normally take one outside one’s comfort zone.
• Fully aware of one’s strengths and weaknesses and seeks out feedback from multiple sources, particularly from those who might have unique perspectives.
• Makes high-impact decisions based on detailed research, consultations with experts, and experiences, and considers the risks of their decisions, actions and behaviour on themselves, their group, and the Bank.

Strategic Influencing – Level 3
• Identifies key stakeholders required for success at multiple levels and actively engages them in key business planning discussions.
• Strengthens credibility by consistently championing the team’s ideas and to audiences within the Bank.
• Works well within the corporate culture and effectively manages the dynamics within the Bank.
• Strengthens relationships with others and takes the lead in involving key stakeholders.

Strategic Thinking – Level 3
• Develops business plans that integrate the business environment and global factors and that focus on mid to long-term goals.
• Plans for challenges and risks and responds to unanticipated opportunities and threats as they arise.
• Uses research, data and past experience to make informed business decisions about alternative courses of action.
• Assesses and mitigates the impact of internal and external forces (e.g., economic conditions, competitor information) on the department.

Your effectiveness in this role will be measured through the four quadrants of your balanced scorecard which will include measures of the success of your assigned branches in:

a) achieving their established sales & referral goals
b) retaining an established percentage of their portfolio
c) the number, and quality of internal and cross-segment referrals which result in business booked by branch sales (Retail & Small Business) and service officers
d) consistent application of the current sales process model
e) effective delivery of the Bank’s service promise
f) reliable implementation of change initiatives

Desired Skills & Experience:

a) 3+ years Branch Manager / MPB / AMPB experience managing a sales team
b) 5+ years sales/service experience in a branch and/or contact centre environment.
c) Bachelor’s degree in business (preferred) or equivalent work experience
d) Demonstrated track record of achieving/exceeding challenging sales goals
e) Strategic planning skills and proven ability to develop successful sales and action plans
f) Ability to build and leverage strategic working relationships
g) High impact communication skills to effectively engage and motivate branch teams
h) Strong financial and business acumen
i) Strong integrity and professionalism
j) PC skills, including Microsoft Office / Excel etc.

Working Conditions

The mandate requires the incumbent to work in a non-standard office environment spending approximately 75% of their time travelling in the field supporting branches, conducting branch visits & reviews, providing training and coaching. This position is primarily non-physical, however you will be required to travel extensively by car to conduct coaching and mentoring functions in the branches in the designated zone. Travel occasionally will take you away from home and family responsibilities. Traveling especially by automobile, can cause tiredness and discomfort, and thus increase the risk of accident, particularly if the weather is inclement.

A standard office environment is provided at the branches within the designated zone, but due to the nature of the business, there is a risk of exposure to hold-ups, extortion, and bomb threats.

You will be working in a fast paced environment. The role entails considerable focus to achieve coaching and training goals to support Branch Retail, Premium Banking and Small Business officers during both regularly scheduled and ‘ad hoc’ sessions.

Internal and external customer demands will be constant. You will face frequent demanding deadlines for a wide variety of tasks, requiring complicated balancing of creativity and administrative efficiency without sacrificing customer service or effectiveness.

Location(s): Cayman Islands : Cayman Islands : George Town || Cayman Islands : Cayman Islands : West Bay

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.

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