Senior Client Relationship Manager, Canadian Commercial Banking (London, Ontario)

Purpose

Contributes to the overall success of Canadian Business Banking 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.

The Senior Client Relationship Manager “SCRM” is a product generalist who posses a good understanding of financial products and services and focuses on the cross sell and retention of existing business customers. You will be responsible for identifying prospects in target markets, developing proposed sales pipelines, conducting prospect sales calls and qualifying opportunities based on customer information and a high level of due diligence. You will manage a customer portfolio of moderate to higher complexity, with business development activities that targets clients with credit authorizations between $5MM to $25MM and annual sales between $15MM to $75MM. The role is specific to the Core segment of Canadian Business Banking.

The SCRM is responsible for ensuring effective relationship management and conducts sales planning and fulfills the execution of service for existing customer base. You are also responsible for analysis and completion of credit applications with dedicated support.

Accountabilities:

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Promotes the development and profitable growth of the Canadian Business Banking portfolio in the assigned market area by:

• Developing and implementing a marketing strategy to maximize business development opportunities for sustainable growth;
• Developing sales plans for prospects and existing customers;
• Identifying prospects/referrals from other internal/external networks
• Analyzing prospect lists and prioritizing business development opportunities based on market data and customer analytics;
• Determining pricing for existing customer relationships in addition to proposed financing for any prospects, ensuring a satisfactory level of profitability for one’s overall book of business;
• Partner with internal resources for non-credit related products
• Referring customers and prospects to the appropriate Canadian Business Banking segment and partners as appropriate.

Pursues a business development program within the assigned market area according to agreed-upon growth objectives by:

• Direct selling of credit and non-credit commercial products to prospects and customers;
• Maintaining an appropriate ongoing sales pipeline and calling program;
• Identifying and facilitating the involvement of key Bank resources and stakeholders to further business interests
• Maintaining effective follow-up with prospects/referrals on any unsuccessful opportunities
• Updating client or contact information accurately and in a timely fashion.

Builds and maintains a market profile in the assigned market area with both internal and external contacts by;

• Planning and completing relationship activities that generate sales opportunities and/or provide value to clients;
• Building and maintaining an awareness of local market and general economic conditions
• Meeting with business leaders and other centres of influence
• Participating in local professional and community events and associations to develop and expand network of contacts.
• Liaising and utilizing Bank product specialists to stay abreast of new enhancements, products and services, and to fulfil identified client needs.

Ensures all aspects of assigned relationships receive ongoing attention, as required to maintain, improve, grow and retain the relationship by:

• Promoting and encouraging a strong relationship with the Client Service Associate (CSAs);
• Using strong knowledge of the Bank’s streamlined products and services including simplified credit application, standardized and simplified products, standardized pricing and underwriting;
• Actively seeking customer feedback on Bank products and services and the delivery of customer service;
• Liaising with the Shared Services Business Service Centre (BSC) for fulfilment (including documentation, liaising with third parties, security registration), compliance monitoring, and all service activities as required;
• Partnering with internal product specialists on the selling of non-credit products and ensuring customer needs are met
• Action suggestions to continually improve customer satisfaction and processes improvements which may be received directly from clients or through client satisfaction vehicles such as the Pulse.

Manage an assigned credit portfolio for authorizations between $5MM to $25MM at an acceptable level of risk by:

• Completing credit reviews in a timely and sufficiently detailed fashion
• Authorizing, renewing or declining customer requests within standard Bank policies and authorized limits, forwarding others as per established processes.
• Preparing and/or ensuring all documentation is properly prepared
• Ensuring accounts adhere to the conditions of authorization
• Identifying and resolving deviations from the conditions of authorization
• Ensuring early identification of problem loans and ensuring the accuracy of risk ratings through identification of changes in account quality via review of industry/economic trends;
• Making recommendations relative to structure, monitoring and risk rating to Global Risk Management as issues are identified. This may include exiting a relationship.

Ensures satisfactory onboarding of clients by:

• Completing diligence to ensure through understanding of the Client’s business and expected business activity and that it aligns with the Bank’s risk tolerance
• Ownership of KYC requirements
• Co-ordinating efforts with the CSA to ensure satisfactory completion of the Client Profile Information documentation, satisfactory resolution of inquiries from the Enhanced Due Diligence Unit and obtaining necessary approvals from Leadership as required
• Ensuring all KYC documentation is properly on file.

Champion sustainment of the Operating Model by:

• Taking ownership that activities and behaviours align to roles and responsibilities and adherence to guidelines and processes within the Team.

Champion and support a culture of diversity and other initiatives aligned with the Bank strategy.

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 of 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:

• The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both borrowing (between $5MM to $25MM) and non-borrowing. Borrowing Clients typically have moderate to higher complexity financial solutions. Targeted revenue from the portfolio is $3MM/year.
• Strong organizational skills are necessary to manage significant data from multiple sources and balance various tasks from client service administration to borrower reporting processing to credit related support.
• The incumbent will interact primarily with various internal partners which include: Global Risk Management, the Business Service Center, Enhanced Due Diligence Unit CRA, Wealth Management, Global Banking and Markets, Payments and Cash Management and could include other partners as well as the Canadian Business Banking Executive Office.
• The incumbent will also interact with external parties such as Solicitors, Accountants, Professional Service Providers and possibly External Bank Groups.
• The incumbent continually works with clients providing service consistent with Scotia Service Standards, Complaint Resolution Standards and Procedures. The SCRM looks for opportunities to promote the sale of bank product and services.
• The environment is fast paced and demanding and will at times require priorities be re-adjusted to accommodate urgent requests.

Education / Experience / Other Information

Education:

• Undergraduate degree in business or economics or work equivalency.
• Other training requirements as determined by the Bank from time to time.

Skills/Work Experience:

• Previous work experience in Commercial Banking of at least 2 - 5 years is preferred
• Very strong sales/closing skills
• Strong networking ability
• Very strong negotiation skills
• Very strong communication and interpersonal skills are essential to this position. The incumbent must be able to effectively articulate their views both within the Bank and externally in the marketplace.
• Strong relationship management skills
• Strong credit skills
• Strong knowledge of Bank’s commercial lending and deposit products and services, and customer profitability model, in order to provide integrated financial solutions.
• Ability to conduct due diligence on the strength of customer financials for deals of moderate to higher complexity
• Thorough knowledge of relationship building and teamwork skills
• The incumbent requires a strong knowledge of the commercial banking marketplace in Canada and a detailed knowledge of the assigned market area’s key industries and competitive positioning within the assigned market area. The incumbent understands the Canadian Business Banking objectives, and has a thorough knowledge of segment, strategies and structure, as well as its lending and deposit products and services.
• Good knowledge of Onboarding, Know Your Customer, Anti Money Laundering processes
• Good PC skills are necessary, including a working knowledge of MS Word, Excel, PowerPoint, Outlook and other commercial systems and platforms.
• Key Competencies include: Customer Focus, Communication, Results Focus, Building Strategic Relationships, Strategic Influencing and Self-Awareness & Personal Development

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Travel within the assigned territory is required - A vehicle is required.