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The Director & Group Lead, Client Relationships (Mid-Market) is responsible for contributing to the overall success of the Commercial Unit. This includes meeting financial objectives related to the profitable growth and retention of the team’s assigned portfolio of Commercial Clients. He/she provides direction to team members in a manner consistent with the overall Commercial Bank strategy of developing a customer-focussed sales culture. The incumbent is responsible for the development of a sales/marketing and client strategy for an assigned territory and for the sales management (i.e., allocation of accounts, sales forecasting, deal assistance, coaching, team building, recognition, education) of a team of Senior / Client Relationship Managers across the Mid-Market segments The incumbent also manages a Credit Solutions team for the assigned portfolio,. Through matrix management, the incumbent is aligned to the Director & Group Lead, Credit Solutions for the region to ensure overall credit presentations, negotiations, pricing and any regulatory requirements are met, and contributes to the maintenance of an acceptable quality Commercial credit portfolio for the assigned market area.
Reports to Area Vice President, Commercial Banking. Dotted line reporting relationship to the National VP, Mid-Market Commercial Banking.
Supervises Manages a total team of 8-12:
- Direct Reports: 6-8 Senior Client Relationship Managers(SCRMs) , Client Relationship Managers (CRMs) and Sr. Credit Solutions Managers (SCSMs)
- Indirect Reports: 2-3 Client Solutions Analysts (CSAs)
% of Time
1. Develops and leads the implementation of tactical plans to support the overall strategy for the commercial area and the achievement of the business objectives by:
- Leading the sales effort to achieve the overall profit plan goals within the assigned market area
- Reviewing input from a variety of sources including team members, customers, competitive intelligence, etc. (driven by marketing segmentation and portfolio management);
- Conceptualizing objectives and prioritizing initiatives;
- Anticipating and planning for potential risks and opportunities;
- Obtaining input from SCRMs, CRMs, SCSMs, CSAs and/or other stakeholders to ensure successful implementation;
- Deploying/engaging resources to support the strategies (i.e., reassigning complement, contracting services from Shared Services, etc.);
- Motivating and focusing the efforts of the SCRMs, CRMs, SCSMs and CSAs;
- Resolving issues/negotiating compromises between team members and partners from other Scotiabank Groups (e.g. Global Banking & Markets, Global Transaction Banking, Global Wealth Management, Retail & Small Business Banking, Global Risk Management, Shared Services Business Service Centre, etc.) to meet objectives/overcome obstacles, guiding team members to alternatives if required;
- Acting decisively in order to move things forward in a timely manner;
- Escalating issues/obstacles/trends to the Area Vice President, Commercial Banking, as appropriate and with recommendations/solutions;
- Allocates prospects and other business opportunities amongst SCRMs and CRMs.
2. Ensures the customer portfolio assigned to the Team receives ongoing attention to maintain, improve and retain relationships by:
- Ensuring an active Business Development program with each relationship to ensure the Bank is familiar with the business’ operations and its principal officers;
- Coaching to ensure each customer call and meeting has specific objectives;
- Using knowledge of the Bank’s commercial financial product set, as well as providing some product customization, the incumbent oversees that customer and prospects needs are met, while accessing internal product specialists and support from the Director & Group Lead, Credit Solutions Group on more complex deals, as required;
- Using pricing parameters based on assigned market, with price negotiation within band;
- Actively seeking customer feedback on Bank products and the delivery of customer service;
- Ensuring the team interacts effectively with the Shared Services Business Service Centre (BSC) for reporting and fulfillment as applicable;
- Ensuring proper due diligence in evaluating information; including appropriate AML, “Know Your Customer” and compliance policies are followed by the Client Relationship Management Team.
3. In partnership with the Director & Group Lead, Credit Solutions, contributes to the maintenance of an acceptable quality Commercial credit portfolio and client base, within established parameters for underwriting in the Mid-Market Segment by:
- Monitoring the timely analysis, structuring and presentation of credit proposals within the Mid-Market segments;
- Monitoring quality of the portfolio, the client base and the administration of same;
- Monitoring quality of credit presentations;
- Monitoring integrity of risk ratings;
- Monitoring that exception conditions as specified by the Bank’s adjudicating, auditing and compliance organizations are met prior to the advancing of funds or the use of account facilities by Customers;
- Monitoring that an effective system of review and follow-up is maintained for accounts within the assigned area as reported through loan audits and OSFI reviews, and taking action as appropriate, together with the Director & Group Lead, Credit Solutions, including alerting the AVP, Commercial Banking to unsatisfactory trends;
4. Maintains a high market profile within the assigned market area with both internal and external contacts by:
5. Establishes and monitors goals for direct reports by:
- Identifying key business contacts and centres of influence within the market area;
- Building and maintaining internal relationships with key players/contacts;
- Identifying and facilitating the involvement of team members and stakeholders to further business interests;
- May represent the Bank as the Community or Provincial Leader.
6. Leads and manages direct reports by:
- Negotiating the goals/plans;
- Monitoring/analyzing results;
- Managing to assigned budget(s);
- Identifying, then initiating and directing tactical responses to any changing trends.
Complexity of Position:
- Providing direction, coaching, training and deal assistance as required;
- Conducting sales meetings and touchbases;
- Recognizing performance and managing non-performance;
- Preparing individualized development plans for all Direct Reports;
- May act as a mentor.
The incumbent requires an expert knowledge of Canada’s financial services marketplace and of the assigned market area’s key industries, major customers and competitive positioning within the assigned market areas. They must also have a solid understanding of the Commercial Bank’s objectives, strategies and structures. To complement this, the incumbent must possess tactical planning skills and implementation/management skills.
Expert sales management, relationship building and leadership skills are essential, along with the ability to influence and motivate others. The incumbent must set a positive example of change and encourage others to do the same. Strong interpersonal skills are essential for business development/customer relationship building and to facilitate a positive and effective team environment.
He/she must have an expert and strong commercial banking experience. He/she must be able to effectively articulate their views to all levels both within the Bank and externally in the marketplace.
Strong personal computer skills and familiarity with word processing, spreadsheet software and planning tools are necessary as the incumbent uses a PC for a variety of communication, sales management and general information activities including preparing documents, monitoring results and responding to enquiries.
In particular, the following functional competencies are required:
External education and/or licensing prerequisites:
- Expert knowledge of people, sales management and coaching techniques;
- Expert relationship building skills and strong sales/closing capabilities;
- Expert knowledge of Commercial Banking products and services, including systems, routines and operating procedures;
- Expert knowledge of interviewing, solicitation and business development techniques.
- Thorough knowledge of all commercial management platforms
- Thorough knowledge of Bank’s commercial lending and deposit products and services, and customer profitability model
- Thorough knowledge of competitor offerings and alternative sources of financing
- Expert knowledge of products and services provided by the Bank’s specialized sales forces and other delivery channels such as Global Banking & Markets, Global Transaction Banking, Global Wealth Management, Retail & Small Business Banking, etc.
- Working knowledge of services provided by support areas such as Shared Services Business Support Centre;
- Credit skills and a working knowledge of financial analysis, risk analysis techniques, credit adjudication and the Bank’s lending policies/procedures.
undergraduate degree in business or economics or work equivalency. Other training requirements as determined by the Bank from time to time.
Authority / Decision Making / Direction Received:
The Area Vice President, Commercial Banking Mid-Market provide the incumbent with broad guidance on business priorities. The incumbent is expected to exercise a high degree of independent judgement and discretion with respect to the frequency and duration of sales management activities and within the context of approved budgets, authorities and Bank policies. The incumbent is expected to regularly advise the Area Vice President, Commercial Banking on trends, issues and results.
Dimensions – Measurement criteria indicating scope/breadth/magnitude; key statistics, budgets, signing authority, sales results, units supported or other information that quantifies Major Accountabilities:
The incumbent is responsible for leading the profitable growth of the Commercial Banking portfolio for the assigned market area. The role carries responsibility for the Mid-Market segments, and oversees activities that involve lower to moderate degrees of complexity, with some activities being of higher complexity.
Business development activities within the market area target clients with credit authorizations up to $15MM and/or client annual sales up to $75MM.
Manages a total team of 8-12
- Direct Reports: 6-9 Senior Client Relationship Managers, Client Relationship Managers and Sr. Credit Solutions Managers
- Indirect Reports: 2-3 Client Solutions Analysts
The incumbent works in a standard office environment. Normal sensory attention is required. Frequent travel is required involving domestic air flights as well as trips by car. Frequent interruptions, ad hoc requests and unplanned operating issues, along with constantly changing priorities contribute to the high demands placed on the incumbent. Non-standard working hours are a regular occurrence.
Canada : British Columbia : Langley
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.
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