Senior Manager, Hfs Sales Support Team

Requisition ID: 217818

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

Purpose

The Senior Manager, Home Financing Solutions (HFS) Sales Support Team oversees the Home Financing Officers (HFO), and Home Financing Associates (HF Associate) who are paired with some of our top Home Financing Advisors (HFA) to support mortgage application processing, business development and other administrative tasks. This role will lead and unlock efficiencies across the sales support team, ensuring consistency in how the support team is being leveraged and the quality of its output nationally.

The Senior Manager HFS Sales Support Team will be responsible for staffing calibration, recruitment and onboarding, compensation tracking, coaching, professional development and performance management for a support team of ~25 HFOs and HF Associates each. Additionally, the incumbent will be responsible for delivering sustainment training for HFAs in their geographic region and supporting the creation of customized sales support material for local business development activities.

Accountabilities

• Team Calibration: manage requests for new support staff assignments from HFAs nationally and determine national coverage model that is equal across regions given HFA goals and output. Establish thresholds for support staff assignment based on HFA sales and targets, and continually review those thresholds to ensure national alignment. Ensure all support staff are fully resourced with HFAs.
• Recruitment, onboarding, training: for new and existing support staff:
  • Recruitment: target and establish pipeline of recruits who want to learn HFS processed and aspire to being HFAs
  • Onboarding: work closely with onboarding team to optimize and enhance onboarding and first 30 days experience for new hires
  • Training: deliver skill builds, key system knowledge, and support training for new and existing hires, including sessions to drive efficiencies and standardization across the sales support team
• Performance Management & Coaching: Utilize existing sales data and reporting to formalize a coaching and performance management program for the sales support team. Establish a feedback loop with the HFAs being supported to ensure relevant coaching is being delivered and development is being tracked.
• Compensation Tracking: Regular oversight of the compensation sharing process (e.g. where a sales support role is supporting multiple HFAs). Manage escalations and incentives working closely with the Variable Compensation team. Monitor and manage support staff compensation impacts related to being paired with new HFAs.
• Business Development: track business development targets for Home Financing Advisor Associates and provide support for marketing activities for Home Financing Advisors.
• Role Development: establish and standardize tasks for both Home Financing Officers and Home Financing Advisor Associates to delineate responsibilities and standardize operations.
• Change Management: work in close partnership with Regional Directors on change management and sustainment of HFS national initiatives (e.g., Key Partner Program refresh).
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which their team 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.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
  

Dimensions

• Expert communicator - written and verbal proficiency in English (French an asset)
• Strong understanding of the home financing market across different regions in Canada
• Experience in recruiting, performance management, and team leadership
• Responsible to interact and build relationships with 30 Senior Sales Managers and 5 Regional Directors across Canada
• Proficiency in sales technology and data systems
• Strong Microsoft PowerPoint, Word, and Excel skills
• Strong knowledge of end-to-end real estate secured lending process
• A proven ability to navigate complex organizations with several stakeholders to achieve results.
• An understanding of Scotiabank's real estate secured lending strategy, key priorities and how they fit within the strategic agenda of the Canadian Banking division

Education/Experience/Other Information

• University degree and 8+ years of relevant work experience
• Strong judgement, critical thinking and financial acumen required
• People management experience is an asset
• Bilingual - written and verbal fluency in English and French (not mandatory)
• Strong understanding of sales effectiveness principles, approaches and tactics
• Knowledge of the mortgage industry and Scotiabank's real estate secured lending strategy

Working Conditions

Work remotely or in-office based on geography (GTA based incumbents will be in-office ~2 days per week). Travel within their immediate geography on a regular basis. Broader travel within Canada on a quarterly basis.

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.