Director & Head, Client Service Product Lead

Join a purpose-driven, winning team committed to results in an inclusive and high-performing culture within Global Banking and Markets (GBM). 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 clients an important bridge to this key global market for trade and investment flows across the Americas and the world.

GBM 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.

About the role

Leads and oversees the Client Service Product stream globally, ensuring business strategies, plans, and initiatives are executed in compliance with governing regulations, internal policies, and procedures. This role is responsible for defining and delivering the end-to-end Client Lifecycle Platform across Global Transaction Banking (GTB) and Global Wholesale Operations (GWO). The position owns the strategy, roadmap, and execution of a unified servicing platform, transforming it into a scalable, client-centric, and data-driven experience. The role drives measurable improvements in client experience, speed to revenue, and operational efficiency through platform modernization and global standardization.

Responsibilities

• Leads and drives a customer-focused culture 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.
• Create an environment in which the team pursues effective and efficient operations 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.
• Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vision/values/business strategy; and managing succession and development planning for the team.

Requirements

• 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 a 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.

Benefits

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

Location: United States: Florida: Tampa