The A.S.E. Advice & Service Coach (ASC) is an infield role operating in a hybrid work structure. The Advice & Service Coach plays a crucial role in developing and enhancing the skills of our retail branch sales teams, enabling them to achieve their full potential and exceed performance goals. The primary responsibility of the role will be to provide effective coaching and upskilling aligned with the Bank’s strategic priorities and key objectives, focused on Canadian Retail Banking products, services and related policies, processes, and tools.

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

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

• Contribute to achievement of regional sales goals by coaching Retail Bankers in assigned branches by:

  • Conducting regular individual and group coaching focused on elevating the advice conversations of branch team members, delivered in an in-person and/or virtual format.
  • Staying up to date with industry trends, best practices and the Bank’s Advice tools and techniques to ensure coaching is relevant and effective.
  • Collaborating with District & Branch Management to align coaching with overall strategies & goals.
  • Analyzing sales data and metrics to identify trends, areas for improvement and incorporate the insights into coaching activities.
  • Utilizing the A.S.E. coaching framework and other call and meeting preparation tools to instill a customer-first mindset and create greater consistency in the Bank’s advice delivery.
  • Partnering with Cross-functional Teams to provide input and support on advice related initiatives.

• Support the A.S.E. Regional Director in continuous improvement, helping shape the development and improvement of future coaching/training strategies and elevate Branch and Advisor performance by

  • Providing comprehensive analysis and feedback on branch insights and understanding of products and services with recommendations on how they can be enhanced.
  • Developing insights and recommendations on matters requiring escalation to District VPs and A.S.E. leadership.
  • Building strong relationships with Business Line Partners and regional sales leadership to support and influence the development of coaching/training material to assist branch teams effectively deliver client needs-based advice.
  • Championing client’s needs by identifying areas of improvement in the customer journey and our business processes.

• Achieve sustainable improvement in advice & service effectiveness through consistent coaching, enabling “best-in-class” customer experiences by:

  • Working with Branch Management to identify knowledge and performance gaps within their team and develop targeted coaching plans to address.
  • Delivering customized in-person and/or virtual coaching to support branch team members personal growth and behavioral development.
  • Focusing on advice-based coaching and empowering branch teams to deliver excellent customer experiences and impactful advice conversations.
  • Coordinate with other Branch Partners to facilitate joint training and coaching support as required.

• Act as a resource for the retail branch network by:

  • Offering support with new priority initiatives, acting as a credible consultant, and providing helpful advice on executing new initiatives
  • Sharing expertise on retail products, sales practices and reinforcing adherence to the governing regulations and internal policies in the jurisdiction he/she operates.
  • Being an authority on, leveraging systems and internal partners.
  • Maintaining a high degree of knowledge and understanding of the Deposit, Investment, Borrowing and Protection solutions.
  • Maintaining a thorough knowledge of Branch and A.S.E scorecard.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

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• Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

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• Champions a high-performance environment and contributes to an inclusive work environment.

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• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

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• Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

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• Champions a high-performance environment and contributes to an inclusive work environment.