Senior Manager, Client & Advisor Experience (Toronto)

Senior Manager, Client & Advisor Enablement

In this role you will:

• Define and communicate clear business outcomes and success metrics to track adoption, performance, and ROI
• Translate strategic objectives into prioritized, actionable roadmaps and delivery plans
• Lead partnership with business teams to establish, activate, and sustain field user groups, ensuring ongoing feedback is captured and embedded into solution design and delivery
• Establish and manage formal feedback loops and user networks to inform product development and continuous improvement
• Partner with Practice Management and Change Management to align transformation efforts
• Own end-to-end business casing and strategic planning for funding cycles, translating journey priorities into clear investment asks, value articulation, and measurable outcomes
• Leverage journey mapping and current-state analysis to identify opportunities for simplification, efficiency gains, and improved client/advisor experiences
• Use data, analytics, and quantitative methods to validate opportunities and support prioritization decisions
• Lead vendor engagements, ensuring alignment to strategic program objectives
• Proactively identify and source new capabilities and solutions (across the enterprise and external market) to simplify experiences and improve outcomes for clients and advisors
• Ensure all requirements supporting contracts with vendors are complete, compliant, from a product and business perspective
• Lead executive-level communications, including updates, decision materials, and strategic messaging for senior leadership
• Design and deliver a multi-layered communication strategy across field, leadership, and business partners across the Advisory Onboarding and Client Servicing workstreams
• Influence senior stakeholders to adopt strategic initiatives, productivity improvements, and change outcomes ensuring alignment across Operations, Technology, Compliance, and Business stakeholders
• Drive alignment across competing priorities and stakeholder perspectives ensuring initiatives are integrated across broader modernization programs
• Mentor and develop the team, fostering a culture of growth and excellence
• Build a high-performance environment, implementing a people strategy that attracts, retains, develops, and motivates by fostering an inclusive work workplace
• Using a coaching mindset and Scotia Bond behaviors, communicate vision, values, business strategy, and manage succession and development planning

Do you have the skills that will enable you to succeed in this role?

• University degree in Business, Finance, Economics, Operations Management, or a related discipline
• MBA or relevant post-graduate education is an asset
• 5+ years of relevant experience in financial services, wealth management, or banking operations, with exposure to large-scale transformation, process improvement, or strategic initiatives
• Deep knowledge of Scotia Wealth Management (SWM) or comparable wealth platforms, including advisory models, client segments, product offerings, and end-to-end client journeys
• A solid understanding of wealth management operating environments, including regulatory and compliance requirements, risk frameworks, and governance practices
• Proficiency in Microsoft Office tools including Excel, PowerPoint & Visio, with the ability to build data-driven analyses and dashboards, develop executive-ready presentations & create process maps and workflows
• The ability to manage competing priorities in a fast-paced, matrixed financial services environment, balancing strategic initiatives with day-to-day operational demands
• Experience leading or supporting strategic initiatives within wealth or banking, including business case development, stakeholder alignment, and implementation execution
• Strong stakeholder management and influencing skills, with experience engaging senior leaders across wealth, operations, and technology to drive alignment and outcomes
• A proven ability to lead and mobilize cross-functional teams, ideally within complex, multi-business line environments
• A demonstrated ability to challenge legacy processes within financial services environments, bringing forward innovative, yet practical and compliant solutions
• Strong analytical and problem-solving skills, with experience leveraging operational data, client insights, and performance metrics to identify opportunities and drive decisions
• Proven experience working within or alongside operations teams, front office (Advisors), and control/support functions with a strong understanding of how these groups interact
• Hands‑on experience with process design, re‑engineering, or continuous improvement methodologies (e.g., Lean, Six Sigma, journey mapping, target operating model design)

Location

Canada: Ontario: Toronto

EEO Statement

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.