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OT
Senior Cloud Service Manager- Financial Services
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Richmond Hill, ON
- Other
10+ years of professional experience with at least 3-5 years in account management, program management, customer success, technical account management, or a related customer-facing…
Added 59 mins ago
M
Senior Manager, Audit Services
Manulife
Toronto, ON · Waterloo, ON
- Full-time
About the Audit Group: Join Manulife's Audit and Advisory Services team, where we partner with management to enhance risk control and organizational resilience. We deliver insightful…
Added 1 hour ago
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Business Development & Proposal Manager
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Toronto, ON
- Full-time
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Added 1 hour ago
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…business issues related to tax credits and incentives. As a Senior Manager and experienced Scientific Research & Experimental Development (SR&ED) and government incentives practitioner, you…
Added 1 hour ago
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- Full-time
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Scotiabank

Senior Manager, VOC Transformation Delivery

Toronto, ON, M5C 2W1, Canada

Apply on jobs.scotiabank.com About employer

Applications open in a new tab.

Job details

Experience: 6-8+ years of experience in transformation, customer experience (CX), insights, research, business strategy, program delivery, or related disciplines
Posting language: English
Posted: Oct 6, 2026

Original job description

Requisition ID: 275556

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

Purpose

The Senior Manager, VoC Transformation Delivery is responsible for leading strategic initiatives that enhance how the Bank captures, understands, and acts on client feedback. The role acts as the business lead for assigned workstreams, bringing together cross-functional teams to plan, coordinate, and execute work from concept through implementation.

Is this role right for you? In this role you will:

Lead the delivery of strategic modernization, client listening, and transformation initiatives from planning through implementation.

Define work plans, milestones, dependencies, risks, and business deliverables required to achieve program objectives.

Drive execution across multiple stakeholders, ensuring work remains on track and barriers to delivery are addressed proactively.

Coordinate activities across business, technology, operations, vendor, and support teams.

Lead initiatives that enhance the Voice of the Client program, including listening capabilities, feedback collection processes, governance, reporting, and insights activation.

Facilitate working sessions, workshops, and decision-making forums to advance initiatives and resolve issues.

Build strong partnerships across business and technology teams to drive alignment, progress, and delivery outcomes.

Partner with business leaders across markets, segments, and functions to align enterprise client listening priorities and support adoption of leading practices.

Partner closely with Technology Project Managers to ensure integrated delivery across business and technology workstreams.

Identify interdependencies across workstreams and coordinate activities to mitigate risk and support successful delivery.

Ensure business needs, operational readiness, and stakeholder requirements are incorporated into solution design and implementation.

Support the implementation and ongoing evolution of Voice of the Client capabilities, ensuring platforms and processes enable meaningful business and client outcomes.

Provide clear visibility into progress, issues, dependencies, risks, and key milestones.

Escalate risks and challenges proactively while recommending solutions and mitigation strategies.

Support business readiness activities required for successful implementation and adoption.

Drive stakeholder engagement, communications, training, and change adoption activities as required.

Success Profile

The successful candidate is a highly organized, results-oriented leader who excels at bringing people together to solve problems and drive execution. They thrive in complex environments, can connect strategy to delivery, and ensure stakeholders remain aligned and accountable as initiatives move forward.

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

6-8+ years of experience in transformation, customer experience (CX), insights, research, business strategy, program delivery, or related disciplines
Experience supporting or leading Voice of the Client (VoC), client listening, customer feedback, insights, or experience management initiatives is considered an asset
Strong communication, stakeholder management, facilitation, and organizational skills, with the ability to balance strategic thinking and attention to detail
Demonstrated ability to lead cross-functional initiatives, influence stakeholders, and drive results in complex, matrixed environments
English required; Spanish considered an asset

Working Conditions

This role operates in a hybrid work environment and requires presence in the office 3-4 days per week

Location(s): Canada : Ontario : Toronto

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.

Apply on jobs.scotiabank.com About employer

More about this job

Responsibilities

The Senior Manager leads strategic initiatives to enhance client feedback processes and drives execution across cross-functional teams. They are responsible for defining work plans, managing dependencies, and ensuring operational readiness for transformation projects.

Requirements

Candidates should have 6-8+ years of experience in transformation, customer experience, or related disciplines. Strong stakeholder management, facilitation, and organizational skills are required to succeed in this complex, matrixed environment.

Skills

Transformation
Customer Experience
Voice of the Client
Program Delivery
Stakeholder Management
Strategic Planning
Project Management
Change Management
Business Strategy
Cross-functional Leadership
Facilitation
Risk Mitigation
Data Insights
Communication
Operational Readiness

Visa sponsorship

Not detected in the job text

Keywords

Transformation
Customer Experience
Voice of the Client
Program Delivery
Stakeholder Management
Strategic Initiatives
Business Strategy
Project Management
Change Management
Cross-functional Teams
Governance
Reporting
Insights Activation
Risk Management
Operational Readiness
Banking
Client Listening
Process Improvement
Matrixed Environment
Strategic Planning

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Work requirements

Jobs in Canada