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Added 9 mins ago
ST
Apprenticeship Training Specialist
Skilled Trades Ontario / Métiers spécialisés Ontario
Mississauga, ON
- Full-time
…training across Ontario’s skilled trades system. Reporting to the Manager, Training & Coordination Unit, the Specialist coordinates apprenticeship training delivery activities for an…
Added 9 mins ago
FV
Manager, Strategic Relationships and Partnerships
Fraser Valley Health Care Foundation
Abbotsford, BC
- Full-time
As Manager, Strategic Relationships and Partnerships, you will lead the Foundation's major gifts, legacy giving, grants and partnerships with businesses, foundations and community…
Added 9 mins ago
OT
Business Development Manager
Olympia Tile+Stone Inc.
Toronto, ON
- Full-time
We are seeking an experienced, results-driven Business Development Manager to drive Flextile's sales growth, market expansion, and strategic business development initiatives across Canada…
Added 9 mins ago
AU
Customer Service Coordinator
Alsco Uniforms
Surrey, BC · Vancouver, BC
- Full-time
This position is full-time, non-exempt, and reports to the Service Manager. Wage $20.26/hour
Added 24 mins ago
CC
Retail Shift Leader
Canna Cabana
AB · Parsons, Edmonton, AB
- Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
Added 38 mins ago
R
Manager, Sales – Quebec City and Regions (Media Solution) (Telework/Hybrid)
Radio-Canada
Quebec, QC
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with the Hiring Manager according to the guidelines defined by the department.
Added 38 mins ago
R
Manager, Sales – Montreal (Media Solutions) (Telework/Hybrid)
Radio-Canada
Montreal, QC
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with the Hiring Manager according to the guidelines defined by the department.
Added 38 mins ago
B&
Construction Project Manager - Toronto
Burns & McDonnell
Toronto, ON
- Full-time
The Construction Project Manager supports the Engineer Procure Construct (EPC) Project Manager or Program Manager to oversee day-to-day operations from pre-construction through project…
Added 38 mins ago
PR
Senior Supply Chain Analyst
Paramount Resources
Calgary, AB
- Full-time
Reporting to the Manager, Supply Chain, you’ll partner with Facilities Engineering, Construction, Operations, Maintenance, Finance, project teams, and external contractors to develop and…
Added 38 mins ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Vancouver, BC · Toronto, ON
- Full-time
Join Central 1 as a Senior Sourcing Manager and play a key role in shaping how we manage our most strategic supplier relationships and investments. You’ll lead high-impact, enterprise-wide…
Added 38 mins ago
Donation Processing Administrator, University Relations
University of Saskatchewan
Saskatoon, SK
Review and interpret donor correspondence, pledge documentation, gift agreements, and other supporting information to determine the appropriate designation, coding, processing, and…
Added 53 mins ago
CC
Bilingual Senior Service Manager - Hybrid
Canon Canada
Montreal, QC
- $117,100 to $131,800 CAD / year
- Full-time
As the Senior Service Manager, you will be responsible for executing and driving regional change under the strategic direction of the Director of Service. You will optimize regional P&L,…
Added 1 hour ago
A
Manager, People Services & Culture
Altis
Toronto, ON
- $80,000 to $90,000 CAD / year
- Full-time
…access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for…
Added 1 hour ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Toronto, ON
- Full-time
Join Central 1 as a Senior Sourcing Manager and play a key role in shaping how we manage our most strategic supplier relationships and investments. You’ll lead high-impact, enterprise-wide…
Added 1 hour ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Vancouver, BC
- $110,000 to $134,000 CAD / year
- Full-time
Join Central 1 as a Senior Sourcing Manager and play a key role in shaping how we manage our most strategic supplier relationships and investments. You’ll lead high-impact, enterprise-wide…
Added 1 hour ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Vancouver, BC
- $110,000 to $130,000 CAD / year
- Full-time
Join Central 1 as a Senior Sourcing Manager and play a key role in shaping how we manage our most strategic supplier relationships and investments. You’ll lead high-impact, enterprise-wide…
Added 1 hour ago
O
Senior Analyst, Lease Accounting
OMERS
Toronto, ON · Head Office Toronto
- Full-time
We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By…
Added 1 hour ago
T&
Senior Project Manager
Turner & Townsend
Ottawa, ON
- Full-time
You are an expert Senior Project Manager looking for the next step or are currently undertaking a similar role in a similar environment; a highly regulated and complex operational…
Added 1 hour ago
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Personal Banker Trainee
TD
Mississauga, ON
- Full-time
Strive to achieve and improve service level agreements and productivity targets
Added 1 hour ago
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Senior Analyst
BMO
Toronto, ON · FCP
- Full-time
Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
Added 1 hour ago
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Customer Service Representative
BMO
Toronto, ON
- Part-time
Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
Added 1 hour ago
RM
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
As the Integrated Manager, you will oversee day-to-day operations of Diagnostic Imaging services at both Ross Memorial Hospital (RMH) and Haliburton Highlands Health Services (HHHS). Your…
Added 1 hour ago
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Sr Field Service Technician
Rapiscan Systems
Vancouver, BC
- $38 to $48 USD / hour
- Full-time
It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and…
Added 1 hour ago
R
Property Coordinator
Royop
Sherwood Park, AB
- Full-time
Support the drafting, preparation, formatting, circulation, and filing of specialty leasing agreements, marketing agreements, and storage agreements using approved templates and direction…
Added 1 hour ago
AC
Full-time Student Success Specialist
Algonquin College
Ottawa, ON
- Full-time
Reporting to the Associate Chair or Academic Manager, the Student Success Specialist plays a vital part in a student's academic success and is an important position in the strategic…

Scotiabank

Assistant Manager, Performance Improvement

Ottawa, ON, K1G 6R7, Canada

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Job details

Apply by: Nov 12, 2026
Experience: Post-secondary Degree in Human Resources or Business or related field with a minimum of 3 years of relevant experience.
Posting language: English
Posted: Nov 4, 2026

Original job description

Requisition ID: 272704

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

The Assistant Manager, Performance Improvement is responsible for supporting quality assurance activities, managing team service level agreements (SLAs), and ensuring the effective execution of operational and regulatory requirements. The role serves as a Subject Matter Expert (SME), leading call calibration activities, addressing regulatory and supporting process-related concerns, and cross-functional initiatives and projects. The incumbent is accountable for the timely completion of reporting, tracking, compliance monitoring, and audit reviews to ensure adherence to internal policies, regulatory obligations, and business objectives.

Contributes to the overall success of Canada Collections ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Responsible for the development and execution of learning strategies, plans and initiatives within Canada Collections, ensuring alignment with global learning strategy.

Is this role right for you? - In this role you will:\ Champions a client-driven culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Ensures Quality Assurance team is delivering on all SLAs and expectations
- Spot checks on work the team manually tracks
- Approve vacation schedules to ensure appropriate coverage
- Responsible for Coaching and feedback for Annual Performance Plan conversations for direct reports
- Partner with Mgr’s and Sr. Mgr’s on regulatory infractions to mitigate those errors through reporting that is useful to the LOB for coaching
Compile and deliver call calibrations as per annual plan
- Work with internal and external partners to align on call topics/products
- Partner with analytics team to pull list of calls for review
- Review and choose calls based on the topics/products
- Document relevant information for key partners to review about the calls to be shared
- Schedule and document all call calibrations
Complete call reviews targeting CATs and other prioritized initiatives/products
- Support in resolving all disputes around regulatory/process concerns
Provide support on projects including but not limited to:
- Keeping track/prioritization of key initiatives Performance Improvement is involved in
- Acting as a Subject Matter Expert when appropriate
- Consolidating key trends/information across Performance Improvement teams (feedback, complaints, training, performance metrics)
- Supporting on adhoc projects
Ensures all reporting, tracking and other forms of documentation are completed in a timely basis and when required, support in compliance and audit reviews
Provide administrative assistance, including support on reporting, presentations, communications, and events as required
Operating independently, identifying, and resolving issues with minimal oversight. Capable and comfortable operating within tight deadlines, able to make quick decisions, and able to quickly learn about the business/issues, without necessarily having any prior direct experience with the subject matter.
Works on multiple projects, individually or as a part of a project team, to implement and support enterprise-wide initiatives on behalf of the ScotiaHelps Management Team.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursues effective and efficient operations within his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct
Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions:

Support of Performance Improvement, Canada Collections
Support other key business partners
Ability to use and navigate different systems (examples but not limited to: SharePoint, CACS , Verint, Avaya, Nuance, AS400, TSYS, Microsoft Office suite of tools)

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

Post-secondary Degree in Human Resources or Business or related field with a minimum of 3 years of relevant experience. Experience in an operations environment preferred.
Profficient in Excel, Office Suite, Powerpoint, Teams, Sharepoint
Experience in developing and executing learning strategies and solutions in a large complex corporate environment
Experience leading teams in complex corporate or operations environment
Degree, certificate or designation in adult learning is preferred
Strong communications skills (verbal and written) and interpersonal skills. Ability to deal effectively with different levels of the organization
Strong ability to strategically influence and persuade leaders. Strong ability to effectively perform in a complex, high change environment while being a positive steward for the global HR team
Strong problem solving, conflict management, negotiation skills.
Results oriented and able to effectively execute in a demanding environment
Understanding of Bank’s business strategy and how Learning can support them
Ability to translate strategy into actionable plans and results
Strong project management skills and effective execution skills to ensure successful delivery/implementation of learning initiatives and programs
Superior prioritization and time management skills
Strong business acumen and understanding to allow appropriate partnership with client groups
Understands how the data relates to actions and results for an individual person or team
French language skills considered an asset

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically.

Location(s): Canada : Ontario : Ottawa || Canada : Ontario : Scarborough

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.

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More about this job

Responsibilities

The Assistant Manager is responsible for supporting quality assurance activities, managing service level agreements, and ensuring operational and regulatory compliance. They also lead call calibration activities, provide coaching to direct reports, and support cross-functional projects to improve performance.

Requirements

Candidates must have a post-secondary degree in Human Resources, Business, or a related field, along with at least 3 years of relevant experience. Proficiency in Microsoft Office and experience in an operations or corporate environment are required.

Skills

Performance Improvement
Quality Assurance
Project Management
Data Analysis
Strategic Influencing
Conflict Management
Regulatory Compliance
Operational Risk Management
Learning Strategy Development
Team Leadership
Communication Skills
Interpersonal Skills
Time Management
Business Acumen
Microsoft Office Suite

Visa sponsorship

Not detected in the job text

Keywords

Performance Improvement
Quality Assurance
SLA Management
Regulatory Compliance
Call Calibration
Operational Risk
AML/ATF
Learning Strategy
Project Management
SharePoint
CACS
Verint
Avaya
Nuance
AS400
TSYS
Microsoft Excel
PowerPoint
Data Analysis
Business Acumen
Conflict Management
Canada Collections
Audit Reviews
Reporting
Strategic Influence

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