Job Description

Requisition ID: 186038

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

Purpose

The Procedures Specialist is accountable for actualizing change and operational effectiveness through the team\'s policies and procedures, utilizing the internal Change Management framework. The incumbent contributes to the overall success of the Canada Fraud Operations Knowledge Management Team 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 incumbent will develop a solid understanding of change needs and will work to support the change through developing effective and simple content for the Fraud Management Group Knowledge Content Portal. They are responsible for administering the successful roll-out of Fraud knowledge content based on internal standard templates and implementation cadence.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Builds and maintains collaborative relationships with key stakeholders and business partners to ensure process changes are efficiently and accurately captured and realized. Identifies, negotiates, and resolves process flow discrepancies and implementation timelines with business partners as needed, using critical thinking and professional persuasion techniques.

• Accountable for all assigned Queue work related to Knowledge Content change requests for updated and new content, archivals, \'No Changes\' from Annual Review, and Collateral / Correspondence (including, but not limited to: version accuracy, request requirements, document review for formatting and language standards, etc.), coordinating with Procedure Analyst on impacts to GoProcess Standard Operating Procedures (SOPs).

• Responsible for comprehensive content analysis in relation to approved new and updated Knowledge Content, ensuring process flow precision within end-user steps, ensuring alignment across content for other Fraud skills to mitigate reputational and financial risk associated with inconsistent material.

• Accountable for editing / drafting communications (memos) as it relates to procedural / operational changes, using the standard templates and language. Identifies, negotiates, and flow/wording discrepancies and implementation timelines with business partners as needed, using critical thinking and professional persuasion techniques.

• Accountable for publishing-related activities, including (but not limited to): calibrating online versions, uploading content to the Knowledge Content Portal.

• Responsible for assisting the Procedure Analyst in the Annual Review process for Knowledge documents.

• Works on multiple projects, individually or as a part of a project team, to implement and support enterprise-wide initiatives on behalf of the Fraud Knowledge Management Team.

• Operating independently, identifying and resolving issues with minimal oversight. Capable and comfortable operating within tight deadlines, able to make quick decisions, and able to quickly learn about the business/issues, without necessarily having any prior direct experience with the subject matter.

• Other duties that assist the Team in achieving individual and group goals (including, but not limited to: Inbox and Calendar maintenance, drive folder maintenance, data entry, field / report calibrations, etc.).

• 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 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.

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

Dimensions

• The scope of work impacts Scotiabank Fraud Operations, encompassing BNS products (Visa, AMEX, Mastercard, Commercial, Small Business, Digital, Payments etc.). The incumbent is responsible to deliver on the development, accuracy of Knowledge documentation while supporting a comprehensive Knowledge Management program for the business lines within Canada Fraud Management Unit. If not properly executed, risk exists that can lead to Scotiabank revenue losses and customer related reputational risk.
• Along with possessing effective communication skills, the incumbent must be organized; have a strong attention to detail and be able to work independently within a team environment or offline.
• The incumbent must exercise a high degree of discretion and independent judgment to handle confidential documentations, determine work priorities and effectively multi-task.
• Indirectly supports approximately 500+ Fraud Management frontline employees across the Alta Vista, Wynford, Bogota and Dominican Republic Campuses.

Education / Experience / Other Information (include only those that are specific to the role)

• Post-secondary education is required
• Technical writing and process management experience is desirable
• Excellent communication skills, both written and verbal
• Expert knowledge of the following software systems:

• Microsoft Office suite (Word, Excel, PowerPoint, Outlook, etc.)
• Adobe / PDF

• Expert knowledge of SharePoint and Microsoft Teams is an asset
• Outstanding organizational skills to manage schedules, deadlines, and multiple concurrent projections within site and ongoing campaigns.
• Flexible and willing to embrace change and to adapt strategies for the good of the organization in a fast-paced environment.
• Bilingual (English and French) is an asset

Working Conditions

• This position is primarily sedentary and is carried out in a normal office environment which presents low risk of injury or ill-health from physical or environmental factors.
• The position requires the ability to deal with high stress levels associated with work volumes and accelerated timelines to complete initiatives.
• Concentration is needed to prepare oral and written presentations to senior executives and management for the purpose of informing, updating, and obtaining plan approvals.
• The incumbent is required to use a PC or computer.

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 . 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.

Scotiabank