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.