Job Description
As the Manager, Infrastructure Process Monitoring & Control, you will be part of Scotiabank’s exciting journey to expand its Customer Loyalty Program and deliver more value to clients. In this role, you’ll have an opportunity to lead the attestation process and oversee all matters of loyalty liability, point issuance, point redemption, and expenses for all external program partners. You will ensure financial and operational controls are in place, including issues resolution and process documentation. You will help ensure business strategies, plans and initiatives are delivered in compliance with governing regulations, internal policies and procedures.
Is this role right for you? In this role, you will:
Process Analysis: Lead cross-functional teams to create, review and update Scene+ loyalty processes around data/technology operations, and conduct in-depth analysis to identify gaps and improve efficiencies across the program
Process Design: Own the Scene+ loyalty Standard Operating Procedures (SOPs) handbook to document existing and design future-state processes and controls for technology/infrastructure team, presenting to senior leadership team, audit team and external partners as required
Quality Assurance: Implement mechanisms to monitor and evaluate the effectiveness of optimized processes, conducting regular self-assessment and Internal Controls to ensure compliance and identify areas for further improvement
Continuous Improvement: Lead the identification and implementation of process improvement initiatives within loyalty technology operations, working closely with teams to streamline processes, reduce redundancies, and enhance operational effectiveness
Data-Driven Insights and Reporting: Analyze Scene+ program data and metrics including issue resolution, technical rejects, customer escalations, points oversight etc. to identify KPIs, trends, bottlenecks, and areas for optimization, preparing executive dashboards to share the key summary and actionable insights to the leadership team
Cross-Functional Collaboration: Partner with various teams, including internal partners ( Finance, Technology, Products, Analytics, etc.) and external partners (Scene, Cineplex, and other redemption vendors) to ensure alignment of loyalty program processes and resolve conflicts to align with overall business objectives
Lead and drive a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
Post-secondary education in Accounting, Finance or a related field; CPA/CFA is preferred
Previous experience in loyalty program management and knowledge of its financial structure is an asset
Progressive experience in process mapping, business process improvement or operations management
Familiarity with process automation and solutions for operational improvement
Excellent analytical and strategic thinking skills, with strong attention to detail and problem-solving abilities
Effective communication and interpersonal skills to collaborate with cross-functional teams and present financial information in a clear manner
Previous experience managing relationships with external vendors
Advanced skills in Excel and PowerPoint; VBA or SQL is an asset
Comfortability working in a hybrid work environment
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. 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.
Is this role right for you? In this role, you will:
Process Analysis: Lead cross-functional teams to create, review and update Scene+ loyalty processes around data/technology operations, and conduct in-depth analysis to identify gaps and improve efficiencies across the program
Process Design: Own the Scene+ loyalty Standard Operating Procedures (SOPs) handbook to document existing and design future-state processes and controls for technology/infrastructure team, presenting to senior leadership team, audit team and external partners as required
Quality Assurance: Implement mechanisms to monitor and evaluate the effectiveness of optimized processes, conducting regular self-assessment and Internal Controls to ensure compliance and identify areas for further improvement
Continuous Improvement: Lead the identification and implementation of process improvement initiatives within loyalty technology operations, working closely with teams to streamline processes, reduce redundancies, and enhance operational effectiveness
Data-Driven Insights and Reporting: Analyze Scene+ program data and metrics including issue resolution, technical rejects, customer escalations, points oversight etc. to identify KPIs, trends, bottlenecks, and areas for optimization, preparing executive dashboards to share the key summary and actionable insights to the leadership team
Cross-Functional Collaboration: Partner with various teams, including internal partners ( Finance, Technology, Products, Analytics, etc.) and external partners (Scene, Cineplex, and other redemption vendors) to ensure alignment of loyalty program processes and resolve conflicts to align with overall business objectives
Lead and drive a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
Post-secondary education in Accounting, Finance or a related field; CPA/CFA is preferred
Previous experience in loyalty program management and knowledge of its financial structure is an asset
Progressive experience in process mapping, business process improvement or operations management
Familiarity with process automation and solutions for operational improvement
Excellent analytical and strategic thinking skills, with strong attention to detail and problem-solving abilities
Effective communication and interpersonal skills to collaborate with cross-functional teams and present financial information in a clear manner
Previous experience managing relationships with external vendors
Advanced skills in Excel and PowerPoint; VBA or SQL is an asset
Comfortability working in a hybrid work environment
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. 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.
💡 Quick Summary
Seeking a career-building opportunity? The Manager, Infrastructure Process Monitoring & Control - Loyalty & Partnerships position is now open for candidates interested in the Operations Executive Jobs sector. This role in Toronto offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
