Sr Manager Client Engagement

Overview

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Purpose

The Senior Manager, Client Engagement is responsible for overseeing programs that drive client engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management (IWM). Reporting to the Director of Client Lifecycle Management, this role leads the development and sustainment of the framework, standards, guidelines, and centralized planning for client reach across markets encompassing social media strategy, marketing assets, client events, and client content by segment.

Accountabilities

• Foster a client-centric culture within the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Lead the implementation and rollout of engagement programs across all jurisdictions.
• Establish and monitor engagement metrics and KPIs, and report on the performance and impact of engagement initiatives.
• Partner with internal and external stakeholders to design and implement engagement solutions that enhance client value and satisfaction.
• Collaborate with Business Lines, Marketing, Sponsorships and Communications in the design and execution of client engagement programs.
• Maintain expert understanding of the latest engagement and voice of the client (VOC) industry trends and innovations.
• Act as an internal coach and thought leader for engagement programs, teaching the organization on best practices and new techniques for capturing VOC.
• Drive improvements in client acquisition, referrals, deepening, primacy, and retention using feedback from engagement surveys.
• Prepare high-standard presentations on a monthly / quarterly basis related to client engagement insights.
• Facilitate the sharing of client engagement best practices between domestic and international markets.
• Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision / values / business strategy, and managing succession and development planning.
• Actively pursue effective and efficient operations in line with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, ensuring day-to-day controls meet obligations related to operational, compliance, AML / ATF / sanctions, and conduct risk.

We Offer

Requirements

At Scotiabank, we value the unique skills and experiences each individual brings to the organization. We are committed to fostering an inclusive and accessible environment for all. All employees are expected to comply with the bank’s policies, standards, codes, and guidelines regarding non-discrimination and workplace accommodations.

If you require any accessibility accommodations during the recruitment process, please inform our Talent Acquisition team.

Scotiabank is an inclusive employer that values diversity and does not discriminate in any way. Under no circumstances does the bank request pregnancy or HIV testing.

Location : Mexico, Ciudad de México, Miguel Hidalgo

We appreciate your interest. However, only candidates selected for an interview will be contacted.

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