Manager, Infrastructure Process Monitoring & Control - Loyalty & Partnerships

Requisition ID: 223388

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

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. 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.