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Branch Manager Trainee


Saanich, BC V8X 2W7
27 Oct 2017
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Job Details

Branch Manager Trainee

As the Branch leader, you are responsible for the overall success of the Branch. This includes meeting Branch and individual financial objectives through strong sales, profitable growth and retention of the Branch’s retail and small business portfolio. This is achieved by selling customized financial solutions using a financial planning approach to meet customer needs and business objectives. In addition, you are expected to achieve other objectives related to customer service, human resource management, coaching and employee development, compliance and operational effectiveness. You will provide direction and support to your team in a manner that is aligned to the overall Canadian Banking Strategy while developing a customer-focused sales culture. This includes a primary responsibility for embedding and sustaining sales and service management activities in the Branch such as the Branch Management Disciplines, Advice Basics - The Customer Experience Model and Service Basics.

Major Accountabilities
Inspire, lead and develop a diverse sales and service team by:
Supporting and executing advice, sales and service management activities
Embracing and championing change management initiatives by ensuring clear communication with all employees
Providing direction, guidance and support to team members, resolving issues and facilitating collaboration with Branch partners
Taking full responsibility for assigned households
Planning and leading Branch leadership activities in accordance with the Branch Management Disciplines
Coaching and developing direct reports; overseeing the development of the Branch team
Recognizing and rewarding success and managing non-performance
Developing and obtaining agreement on individualized personal development plans for all direct reports
Managing Branch workloads, including the assignment of customer relationships

Oversee the quality of customer service by:
Ensuring that all employees and activities are aligned to be customer-focused
Contributing to the overall ‘Through Your Customers’ Eyes’ (TYCE) loyalty results by identifying opportunities to enhance the customer experience
Providing direction, guidance, coaching and support to the Manager, Customer Service as required
Ensuring service management activities are conducted as outlined in Branch Management Disciplines and periodically participating in such activities
Demonstrating and modelling the expected service standards during customer interactions
Reviewing recorded customer concerns and resolving escalated concerns and issues
Ensuring the Branch presents a professional image according to Bank and brand care requirements

Develop plans to achieve Branch’s business objectives by:
Establishing individual and overall branch goals with the District Vice-President
Monitoring and coaching to goals for direct reports
Analyzing the local market area including the competition
Identifying potential referral sources and key business contacts within the local market area
Maintaining a business profile within the community
Escalating issues/obstacles/trends to District Vice-President and/or applicable Shared Services department, as appropriate with recommendations/solutions

Oversee the implementation of the Bank’s policies, practices, special initiatives and procedures at the branch by:
Ensuring workflows and organization plans are efficient and effective
Motivating and focusing the efforts of supervisory and non-supervisory direct reports to ensure consistent delivery of branch goals and objectives
Ensuring that daily and periodic management controls are in place
Ensuring effective monitoring of non-interest expenses against planned budgets and providing reasonable explanations for any variances
Ensuring all regulatory compliance and ongoing product knowledge and training associated with each employee’s roles and responsibilities are up to date in order to adhere to periodic acknowledgement of completion. This includes all knowledge and training directed to the Branch Manager
Ensure Branch is compliant according to Operational Excellence guidelines

Manage and minimize the Bank’s exposure to risk by:
Executing duties of Branch Compliance Officer for the sale of Mutual Funds or providing supervisory oversight of their execution, ensuring branch compliance with Mutual Fund Dealers Association (MFDA) rules and regulations, as well as Scotia Securities Inc (SSI) guidelines/processes
Ensuring Branch compliance with regulatory activities and guidelines including Privacy, Anti-Money Laundering/Anti-Terrorist Financing, Financial Consumer Agency of Canada (FCAC), Foreign Account Tax Compliance Act (FATCA), Know Your Customer (KYC), Canadian Deposit Insurance Corporation (CDIC), Occupational Health & Safety (OHS)
Providing supervisory oversight and direction to assigned compliance officers and alternate compliance officers
Complete periodic monitoring activities (e.g., Automated Control System (ACS) Activities, Worklist Management Exceptions) as required, confirming compliance with bank policies and effective risk management is in place
Ensuring strict adherence to Bank security procedures, including assigned authorities and limits
Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to the District Vice- President and/or Chief Compliance Officers and/or applicable Shared Services Department as appropriate
Adhering to cash, custody and security procedures and policies at all times

Comlexiy of Position:
Effective sales management and leadership skills are essential, along with the ability to influence and motivate others. Must set a positive example of change and encourage others to do the same.
Requires a detailed knowledge of the local marketplace, including the customer segments and the Branch’s competitive positioning within the market area. To complement this knowledge, a thorough understanding of Retail and Small Business products and services is required.
A high degree of flexibility is required to adapt to a wide variety of tasks and functions. Strong PC skills are necessary for a variety of sales, sales/risk management and general management activities.
Must be able to effectively articulate their views to team members, customers, prospective customers and local community members. Excellent written and verbal communication skills are essential in addition to strong presentation and facilitation abilities.

In particular, the following functional competencies are the minimum expected requirements:
Expert knowledge of sales and service management activities and techniques, including execution of the Branch Management Disciplines;
Thorough knowledge of marketplace in which the branch operates;
Thorough knowledge of Retail and Small Business products and services, including a working knowledge of systems, routines and operating procedures;
Thorough knowledge of interviewing, solicitation and telemarketing techniques;
Thorough knowledge of negotiating techniques;
Thorough knowledge of Branch systems (e.g. Intralink, Sales Builder, Regional Information System (RIS), Worklist, etc.);
Thorough knowledge of credit risk/adjudication policies and processes;
Thorough knowledge of people and performance management techniques;
Thorough knowledge of regulatory compliance related to Privacy, Anti-Money Laundering/Anti-Terrorist Financing, FCAC, FATCA, Know Your Customer requirements, CDIC and Occupational Health & Safety
Thorough knowledge of Mutual Funds Compliance Officer responsibilities, processes and guidelines;
Working knowledge of products and services provided by the Bank’s specialized sales forces and other delivery channels such as Wealth Management, the Alternate Delivery Channels, Commercial Banking, etc.
Working knowledge of competitor offerings;
Working knowledge of Branch routines and operating procedures; and
Working knowledge of Shared Services processes
Working knowledge of Branch systems (e.g. Free Forms Teller (FFT as required), HR Passport, and My Learning Centre) transactional services and associated procedures.

Education/Work Experience/Designations
External education and/or licensing prerequisites:
Licensed to sell mutual funds
Satisfy education requirements to act as Branch Compliance Officer
Successful completion of the CIFP Diploma in Financial Planning (or Bank Recognized equivalent)
Completion of supported Continuing Education courses and activities

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Visit our website for a complete listing of available positions:


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