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Job Title: Operations Manager, Virtual Services

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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