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Manager Service & Support

Scotiabank

Customer Service

Nassau County, NY, USA

Posted on Oct 18, 2025

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Requisition ID: 239234
Employee Referral Program – Potential Reward: $0.00

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

Purpose

Leads and oversee operations in Private Banking ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

As a member of the Private Banking Team, you are responsible for contributing to the unit’s overall success by ensuring the quality of customer service; ensure a smooth and efficient operational routine is in place; ensure the unit presents a professional image; and ensure that daily and periodic management controls are in place and effective. Success will be achieved through negotiating challenging but achievable goals with each of your support staff, then providing ongoing monitoring,coachhing and performance feedback throughout the year to motivate the desired behaviors. You are responsible for the collective goals of your service and administrative support team, including service (with customers and unit staff), and referrals; as well as other personal objectives related to teamwork and personal development. You are responsible for contributing to the provision of human, straightforward and knowledgeable service through your daily interactions to create a relationship of mutual trust and confidence with our customers and other employees.

Accountabilities

Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Effectively manage team resources and workload capacity to ensure seamless operational coverage and responsiveness to business demands.
Ensure accurate and prompt processing of client requested operations and transactions, ensuring a high level of client satisfaction and service excellence.
Lead the promotion of Bank products, services, and alternate delivery channels
Regularly review and refine existing procedures to enhance operational efficiency, effectiveness, and overall team productivity.
Support the growth and development of team members through coaching, mentoring, and performance feedback to build capability and foster professional growth.
Contribute to the overall business objectives of the unit team
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. Maintain a strong risk management culture by identifying and escalating concerns, unusual activities or potential threats to ensure the integrity and security of the bank.
Creates an environment in which his/her team 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.
Builds 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.

Reporting Relationships (Job Titles only)

Primary Manager:

(include secondary Manager if applicable)

· Regional Client Service Manager

Direct Reports:

· CSR (Bahamas and Cayman)

Shared Reports (solid/dotted if applicable):

· CSR (Jamaica)

Dimensions

You are responsible for working independently within those authorities granted to and acknowledged by you on the Duties, Responsibilities & Authorities Schedule (DRAS).

Your supervisor, who will also review your recommendations on transactions in excess of the above limits, provides ongoing supervision and direction. Ongoing development of your skills will be facilitated through the coaching relationship of your manager, internal and external training, and may result in increased authorities over time

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

Working knowledge of the Bank’s retail products and transaction services, product features, benefits and related pricing policies and procedures;
Working knowledge of the Banks’s entire Self Service Banking Channels;
Working knowledge of Bank’s commercial lending and deposit products and services;
Thorough knowledge of expense control and revenue generating requirements;
Thorough knowledge of the Bank’s sales and service technology platform;
Working knowledge of Sales Platform functionality and the reporting generated for use in all Service Management Disciplines;
Thorough knowledge of the Bank’s operations and human resource policies and procedures;
Thorough knowledge of people and performance management techniques;
Thorough knowledge of the unit regulations, policies, procedures, operations and function

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically. Somewhat restricted work area may require standing or sitting for long periods. Some movement of materials (usually by lifting) is required. Standard office environment is provided. Concentration is required when working with computer workstations. Customer demands are constant.

Location(s): Bahamas : New Providence : Nassau || Bahamas : Abaco : Marsh Harbour || Bahamas : Andros : Nicholls Town || Bahamas : Exuma : George Town || Bahamas : Grand Bahama : Freeport

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.