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Added 7 mins ago
PA
Used Car Sales Manager (Performance Hyundai Brampton)
Performance Auto Group
Brampton, ON
- Full-time
Assist the General Sales Manager and General Manager in the planning and forecasting of goals and objectives for the department and strive to meet them, as well as the development and…
Added 7 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 7 mins ago
FL
Inventory Coordinator
FMi Logistics Inc.
Calgary, AB
- Full-time
We provide dependable, damage-free transportation and commercial warehousing solutions that help clients save time and control costs. Drawing on extensive global supply chain experience,…
Added 8 mins ago
OG
Social Media Manager
Onni Group of Companies
Vancouver, BC
- Full-time
Onni operates a full-time, work-from-the-office culture - vibrant, dynamic, and fun, with an open floor plan built on our belief in the strength of in-person interaction and collaboration.…
Added 8 mins ago
W
Senior Project Manager (Experiential Production)
Wasserman
Toronto, ON
- Full-time
Our Experiential Operations, Production and Delivery team plays a pivotal role in the successful end-to-end delivery of our client accounts and events, owning client relationships, as well…
Added 22 mins ago
Scotia Jarislowsky Fraser Portfolio Manager - Vancouver
Scotiabank
Vancouver, BC
The Portfolio Manager actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales…
Added 22 mins ago
MN
Senior Account Manager
Mosaic North America
Toronto, ON
- Full-time
We're looking for a Senior Account Manager to join our B2B Experiential Marketing team, serving as a strategic client leader and trusted partner while driving the planning and execution of…
Added 22 mins ago
MN
Senior Account Manager
Mosaic North America
Vancouver, BC
- Full-time
We're looking for a Senior Account Manager to join our B2B Experiential Marketing team, serving as a strategic client leader and trusted partner while driving the planning and execution of…
Added 22 mins ago
BH
Specialist Engineer (Grid Telecom Operations)
BC Hydro
BC · Fraser Valley, BC
- Full-time
This position, reporting to the Grid Telecom Operations Manager, is primarily focused on the operations, reliability, and ongoing evolution of and how we operate BC Hydro's grid…
Added 22 mins ago
S
Retail Development Specialist (12-Month Contract)
Shiseido
Markham, ON
- $65,000 to $75,000 CAD / year
- Contract
This role focuses on supporting the National Sales and Education Director in key Retail Development, Business Analysis, Reporting and Education strategies and plan execution. Primary…
Added 23 mins ago
R
Client Advisor Intern
RBC
Montreal, QC
- Part-time
As an RBC Ambassador inside our branches, you will put clients first and find solutions to their individual needs. You will champion the RBC brand and drive business by supporting new…
Added 38 mins ago
PI
Project Technologist/Senior Project Technologist Hazourdous Materials
Pinchin in Canada
Barrie, ON
- $50,000 to $63,000 CAD / year
- Full-time
Employees enjoy mentoring and career development programs, a flexible workplace that supports work life balance, paid personal days, minimum of three weeks of vacation to start,…
Added 38 mins ago
RB
Senior Manager, Social Content & Communities
Royal Bank of Canada
Toronto, ON
- Full-time
RBC Enterprise Social Media is our center of excellence - the place where social strategy is conceived, built, and scaled across one of Canada's most recognized brands. We're looking for an…
Added 38 mins ago
RB
Branch Manager - Alpine Park
Royal Bank of Canada
Calgary, AB
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 38 mins ago
RB
Relationship Manager, Commercial Financial Services
Royal Bank of Canada
Ottawa, ON
- Full-time
Your natural flair for providing advice and resolving intricate business challenges is what sets you apart from the crowd. This role is all about professional relationship management and…
Added 38 mins ago
RB
Branch Manager - Belmont
Royal Bank of Canada
Calgary, AB
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 39 mins ago
Sr. Program Manager, Network Planning, GTS
Amazon
Toronto, ON
Amazon is seeking a Sr. Program Manager on the outbound (OB) transportation planning team. This role will lead short-term planning and our high-volume event (HVE) planning for Canada…
Added 53 mins ago
Sales Associate
Laura Canada
Niagara-on-the-Lake, ON
Promotes the website, store CRM, loyalty program and marketing initiatives/events in place.
Added 53 mins ago
DR
Ready Mix Operations Manager
Dawn Recruiting Agency
Kitimat, BC
- Full-time
The Ready Mix Operations Manager will provide operational leadership across production, dispatch, logistics, fleet, quality control, maintenance, materials, and staffing. Acting as the…
Added 54 mins ago
TP
Digital Marketing Specialist
T&T Power Group
Wellesley, ON
- $65,000 to $75,000 CAD / year
- Full-time
Partner with Sales on customer communications, presentations, and business development initiatives.
Added 54 mins ago
R
Client Advisor Intern- EN
RBC
Montreal, QC
- Part-time
As an RBC Ambassador inside our branches, you will put clients first and find solutions to their individual needs. You will champion the RBC brand and drive business by supporting new…
Added 54 mins ago
PC
Project Technologist/Senior Project Technologist Hazourdous Materials
Pinchin Canada
Barrie, ON
- $50,000 to $63,000 CAD / year
- Full-time
Employees enjoy mentoring and career development programs, a flexible workplace that supports work life balance, paid personal days, minimum of three weeks of vacation to start,…
Added 54 mins ago
R
Property Coordinator
Royop
Sherwood Park, AB
- Full-time
Royop is a leading commercial real estate development company based in Calgary, with over 60 years of experience delivering innovative and sustainable projects across Alberta.
Added 54 mins ago
EC
Senior Account Manager, Prairies
Esri Canada
AB · Edmonton, AB
- Full-time
Reporting to the District Manager of Prairies Sales, the Senior Account Manager is responsible for leading strategic sales and account management activities for complex customer accounts,…
Added 1 hour ago
BH
Concierge (Casual)
Baptist Housing Seniors Living
Vancouver, BC
- $26.53 CAD / hour
- Part-time
As a Concierge at Shannon Oaks, you will be an ambassador of hospitality, providing administrative support to the business office and delivering exceptional service to residents, families,…

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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