Senior Manager - Channels Technology, Global Collections

Senior Manager - Channels Technology, Global Collections Scotiabank Toronto

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

Global Collections Technology provides solutions and support to the retail Collections business operations in Canada, LATAM and Caribbean countries. We support mission critical applications and technology processes across the global landscape of the bank to help our business partners provide customer service excellence with regards to the collection of delinquent payments.

Leads the design, development and support of Collections technology applications that underpin the telephony and digital channels used to communicate with Scotiabank clients, as well as the integration of those technologies with existing or new applications/services.

Accountable for the architectural, security and compliance deliverables for Collections Channels Technology, and provides technical consultation and direction for the development of broader Collections Technology solutions.

Examples of technologies in scope:

Outbound telephony dialer (Global Dialer, Avaya POM, Genesys Cloud)
Digital Messaging (Whats App/SMS/Email)
Application Integrations (APIs/Microservices)
Public Cloud – Microsoft Azure, Google Cloud Platform
• Leading application teams through daily support, maintenance and project tasks, collaborating across multiple functional and technical teams to drive alignment with the Collections Technology roadmap
• Designing, developing and implementing technical solutions and strategies for major Collections applications and technology initiatives, aligning to the technology roadmap to support Collection’s digital strategy
• Providing technology support during period of unplanned downtime, including Major Incident mobilisation, to aid rapid service recovery with minimal business disruption
• Defining methodologies, approaches and scope for software development, application support and systems integration relating to Global Collections Technology
• Presenting design documentation to Architectural governance committees for approval, ensuring technology solutions confirm to the Bank’s architectural principles and controls
• Assessing and analyzing business strategies and requirements, the current technical environment and technology options to evaluate solution alternatives to meet business needs
• Ensuring alignment of project solutions within the architectural guidelines, principles and patterns as defined in the Enterprise Technology roadmap
• Presenting and leveraging technical information and solutions in a way that establishes rapport, persuades stakeholders and achieves understanding at all levels
• A Bachelor’s degree in computer science, or a related field, or related experience
• A detailed understanding of Collections/Call Centre technology, including outbound dialer and digital outbound messaging
• A development/design background, experienced in outbound dialer telephony, digital channels and public/private cloud solutions (Microsoft Azure, GCP)
• Practical experience of technology integrations, using best practice methods to establish secure connectivity (i.e. APIs/Microservices) for data exchange
• Knowledge of network security principles and best practices
• A strong people leader with experience of managing and coaching teams in a fast moving technology environment
• Experience of leading technology teams and initiatives that support a digital modernisation strategy
• Support/integration experience with SaaS solutions and vendor driven technology
• Can lead and drive a customer focused culture to deepen client partnerships and leverage broader bank relationships, systems and knowledge
• Strong communication skills (written and verbal) related to leading Executive interactions and on-going communication
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to…