Requisition ID: 232870
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Employee Experience

• Applies in-depth understanding and experience of professional standards, operations, and customer service to direct support staff in the creation of guidelines to govern the satellite location.
• Understand, prioritize and articulate challenges and successes of operations and assist with solution development where necessary.
• Applies judgement to identify, troubleshoot, functional and operational issues.
• Solves divers range of problems where analysis requires filtering multiple sources of information and identifying root cause for solutioning.
• Overseas employee security access, locker and key database.
• Ensures up-to-date records of security access, keys and lockers are maintained.
• Promptly escalates any security issues or concerns to Security Operations and manages the organization and input of information related to employee security access.
• Liaises regularly with building security and ensuring security access principles are adhered to

Manages the OHS and Fire and Safety building requirements

• Ensures compliance to the OHS program is maintained across all Ecosystems
• Composes correspondence related to OHS and Fire and Safety
• Maintains information / data in databases, for all Ecosystems, related to First Aid Attendants, OHS Committee membership and Fire and Safety Teams.
• Ensures First Aid Attendants and Fire and Safety Teams are trained according to Bank standards

PURPOSE:

The Assistant Manager is responsible for contributing to the overall success of the Centralized Operations model by working and managing a team of Workplace Operations Leads in a satellite location. The incumbent works with the Manager to ensure design, delivery and continuous improvement of the service experience as defined by the operating model. Ensuring specific individual goals, plans, initiatives are 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.

IS THIS ROLE RIGHT FOR YOU? IN THIS ROLE YOU WILL:

Onsite & Virtual Support

• Provide on-site support for employees
• Provide back-up Reception support during planned and unplanned absences
• Supporting all aspects virtually through the mastery of multiple platforms: MS Teams, Viva Engage, SharePoint and Visitor Management System
• Managing and reporting on floor capacity through the use of centralized tools – OfficeSpace

Coaching & Development

• Manages the Operations Team and focuses on operational excellence and service standards
• Ensures and promotes the development of team members through the use of various coaching and training techniques.
• Participates in the development of Operations Lead team near and long-term plans, goals, and objectives ensuring alignment with the ABWT and Operations vision and strategy.
• Monitor team performance, based on established metrics and cadence

Leadership

• Leads and drives a customer focused culture throughout the team of Operational Leads and Receptionists to deepen client relationships and leverage broader Bank relationships, systems and knowledge:
• Manages the Operational Leads and Receptionists and ensures the support provided to the Business Partners and Executives is aligned to the Operational Model and the needs of the partners being serviced.
• Provides direct support to the Manager Operations, Satellite Offices for day-to-day execution of tasks.
• Monitors and analyzes workload of the Operation Leads and Receptionists and identifies opportunities across floors for creating capacity to assist with additional value-added work and projects.
• Manages all end-to-end processes and is responsible for maintaining the service level standards
• Manages and resolves requests, concerns, issues, and complaints escalated by the Leads related to maintenance, supplies, mail, facilities, technology etc.,
• Monitors, tracks, and reports on service volumes and trends to the Manager, recommends action as required.
• Builds stakeholder alignment across related teams to achieve results and support employees and meet operational objectives
• Manages the shared SSG Operations group email by responding quickly to all concerns and questions escalated by the Leads.

Employee Experience

• Applies in-depth understanding and experience of professional standards, operations, and customer service to direct support staff in the creation of guidelines to govern the satellite location.
• Understand, prioritize and articulate challenges and successes of operations and assist with solution development where necessary.
• Applies judgement to identify, troubleshoot, functional and operational issues.
• Solves divers range of problems where analysis requires filtering multiple sources of information and identifying root cause for solutioning.
• Overseas employee security access, locker and key database.
• Ensures up-to-date records of security access, keys and lockers are maintained.
• Promptly escalates any security issues or concerns to Security Operations and manages the organization and input of information related to employee security access.
• Liaises regularly with building security and ensuring security access principles are adhered to.

Manages the OHS and Fire and Safety building requirements

• Ensures compliance to the OHS program is maintained across all Ecosystems
• Composes correspondence related to OHS and Fire and Safety
• Maintains information / data in databases, for all Ecosystems, related to First Aid Attendants, OHS Committee membership and Fire and Safety Teams.
• Ensures First Aid Attendants and Fire and Safety Teams are trained according to Bank standards.

Administration and Financial

• Review and approve all invoices through Payment Request Centre (PRC)
• Processing of all expenses within Service Level Agreement
• Maintaining budget control and actively pursuing cost savings
• Monitors, and reports on monthly KPI trackers
• HR accountabilities: vacation requests, timesheets, mandatory e-learning, calibration for BSA/AIP, etc…

Change Management & Continuous Improvement

• Employs various data gathering techniques with accompanying analysis to better inform decisions surrounding processes and protocols.
• Support the Operational Model and provide input to employees and leadership program team about opportunities for reinforcing change.
• Creates and maintains documented procedures and processes for the building.
• Develop and document processes and procedures for day-to-day operations.
• Embed continuous improvement approach. Co-create and execute feedback process to input initiators and ensure wider population are kept informed appropriately.

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 Scotiabank Code of Conduct.

DO YOU HAVE THE SKILLS THAT WILL ENABLE YOU TO SUCCEED IN THIS ROLE? WE’D LOVE TO WORK WITH YOU IF YOU HAVE:

• Undergraduate degree in Business Management, Operations
• 5 years’ relevant working experience in leading a team within the financial industry
• Working ability to manage several priorities simultaneously
• Working knowledge of Bank accounting controls, organization and structure
• Knowledge of Business Continuity Planning and Compliance Reporting
• Thorough knowledge of Microsoft Office Suite applications, Power BI, OfficeSpace and Visitor Management Software