Director & Head, Client Service Product Lead

Requisition ID: 270895

Salary Range

• Please note that the Salary Range shown is a guideline only. Salary offered may vary based on factors, including, but not limited to, the successful candidate's relevant knowledge, skills, and experience.

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

Global Banking and Markets

Global Banking and Markets (GBM) is a leading Canadian Capital Markets and Investment Banking business with a growing platform in the US and Latin America, operating globally for over 100 years. Scotiabank's strong U.S. presence provides our clients an important bridge to this key global market for trade and investment flows across the Americas and the world. Global Banking & Markets provides a full range of investment banking, credit and risk management products and services relevant to the financing and strategic development needs of our clients.

Our products include debt and equity financing, mergers & acquisitions, corporate banking, institutional equity sales, trading and research, fixed income products, derivatives, energy, foreign exchange and precious & metals. We also cross-sell the full range of wholesale products and services offered by the Scotiabank Group. Be part of an innovative, Global Capital Markets and Investment Banking business with a unique geographic footprint that puts capital to work for our clients across industries! We work together to drive ambition for every future!

Purpose

Leads and oversees Client Service Product stream globally ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Responsible for defining and delivering the end-to-end Client Lifecycle Platform across Global Transaction Banking (GTB) and Global Wholesale Operations (GWO).
This role owns the strategy, roadmap, and execution of a unified servicing platform, transforming into a scalable, client-centric, and data-driven experience. The role is accountable for driving measurable improvements in client experience, speed to revenue, and operational efficiency through platform modernization and global standardization.

What You'll Do
Leads and drives a customer focused culture throughout his/her team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Platform Strategy & Product Ownership
Define and own the vision, strategy, and multi-year roadmap for client service across segments
Act as the single point of accountability for platform outcomes, including adoption, performance, and business impact
Prioritize platform investments aligned to GTB/GWO strategic goals and client needs
Embed product management discipline across roadmap planning, backlog prioritization, and release delivery

End-to-End Client Lifecycle Transformation - Service
Lead the redesign of servicing journeys to eliminate friction, duplication, and manual processes
Establish a standardized, globally consistent client experience across segments, regions, and channels
Enable a "single view of client" and unified case management model across the lifecycle
Drive integration across sales, onboarding, product setup, and servicing workflows

Platform Delivery & Modernization
Lead delivery of a scalable, integrated platform ecosystem (workflow, case management, client interaction, and data layers)
Partner with Technology to deliver platform capabilities using agile and iterative delivery models
Drive digitization, automation, and straight-through processing to improve efficiency and scalability
Ensure global rollout readiness, including testing, adoption, and continuous enhancement

Data, Performance & Value Realization
Establish and own KPIs across client experience, cycle times, platform adoption, and cost-to-serve
Enable real-time visibility into servicing performance across regions and segments
Leverage analytics to inform prioritization, track outcomes, and drive continuous improvement
Ensure delivery of measurable business value tied to platform investments

Client Experience & Adoption
Define and embed client experience standards, including transparency, responsiveness, and service levels
Implement structured change management, communication, and training strategies to drive adoption
Incorporate client, relationship manager, and operational feedback into platform enhancements
Deliver sustained improvements in CSAT, NPS, and time-to-revenue

Executive Stakeholder Management
Partner with senior leaders across Product, Technology, Sales, and Operations to align priorities and execution
Serve as the primary interface to GTB and GWO leadership on platform strategy and delivery
Drive cross-functional decision-making and resolve competing priorities at an enterprise level
Represent the platform in executive governance forums
Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.

What You'll Bring
Undergraduate degree in Business, Finance, Technology, Engineering or related field.

MBA or equivalent advanced degree preferred.
15+ years of experience in banking, payments, or financial services (Transaction Banking/Cash Management or Capital Markets preferred)
Proven track record leading large-scale, enterprise-wide transformation or platform initiatives
Strong product/platform leadership experience, including roadmap ownership and value delivery
Deep understanding of client lifecycle processes (servicing, case management)
Demonstrated ability to influence senior executives and lead in a complex, matrixed organization
Experience managing global teams and multi-region delivery model
Strong commercial, analytical, and strategic thinking capabilities
Ability to lead a team of product managers and operate in an agile manner

Interested?

If your experience is closely related but doesn't align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!
At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That's why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you?

Scotiabank wants you to be able to bring your best self to work - and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

#Dallas

Location(s): United States : Florida : Tampa

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.

Scotiabank is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.