Job Description

Requisition ID: 253411

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

The Senior Manager provides strategic guidance, advisory support, and oversight for Sales Effectiveness and Insights across IB Client Experience Centres (CECs) in Mexico, Peru, Chile, and the Caribbean. As a subject matter expert in Contact Centre sales effectiveness—including Workforce Management, Technology & Tools, Operating Model Design, and Performance Management—the Senior Manager brings depth and rigor to the GCEC and Channel Performance teams.

Leads alignment of organizational structures, infrastructure, and operating models across IB CECs to establish a consistent “one‑best‑way” approach that drives revenue generation and high performance. Fosters collaboration and best‑practice sharing across countries and functional partners to support standardization and continuous improvement.

Works closely with IB CEC Heads to ensure business strategies align with the Bank’s priorities, and supports the planning, readiness, and deployment of new sales strategies and tactics that enhance results while meeting regulatory, compliance, and risk standards.

Is this role right for you? In this role you will:

• Champion a customer‑focused culture and strengthen client relationships by leveraging enterprise systems, insights, and partnerships.
• Influence and support the design and delivery of local and enterprise sales initiatives to maximize revenue, grow share of wallet, and improve sales effectiveness.
• Provide guidance on incentive design, scorecards, and performance frameworks to drive accountability, culture, and high performance.
• Analyze sales data and capacity models to inform decision‑making, enhance lead optimization, and improve productivity and ROI.
• Identify and recommend operating model improvements by leveraging internal and external best practices, industry trends, and emerging technologies.
• Coordinate and facilitate enterprise-wide sales programs across countries and divisions, ensuring alignment on scope, expectations, and execution.
• Support the development of an integrated multi‑year sales strategy and the transformation roadmap.
• Develop playbooks and standards to ensure effective change management and long‑term sustainment of large‑scale investments.
• Partner with key stakeholders—including Omnichannel Strategy, Technology, and cross‑functional teams—to align on central capabilities and best practices.
• Build strong relationships across International Banking to support the design and deployment of high‑impact sales initiatives.
• Ensure compliance with Scotiabank’s risk appetite, values, Code of Conduct, Global Sales Principles, and all operational, regulatory, AML/ATF, and conduct risk requirements.
• Foster a high‑performance, inclusive, and collaborative team environment.

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have:

• University degree required or extensive related work experience in Financial Services (including sales and service management best practices)

• 5+ years related project management with a proven track record in managing and delivering medium to large size initiatives.

• In-depth knowledge of Client Experience Centres, operational processes, client journeys and regulatory environment

• Ability to challenge the status quo and develop innovative solutions

• Highly organized and able to handle many concurrent high priority activities and requests

• Strong negotiation/influencing skills to engage and influence stakeholders collaboratively at all levels of the organization

• Excellent written and oral communications design and delivery capabilities

• Good understanding of the Bank's business plans and objectives

• Expert knowledge of sales management and cross-sell activities and techniques

• Expert knowledge of contact centre metrics, WFM, call forecasting and staffing requirement models

• Thorough knowledge of HR and performance management practices

• Fluency in Spanish is required

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, 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.