Manager Credit Solutions

**Requisition ID**: 213891

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**Purpose**

The Manager, Credit Solutions leads a team in the GBS-COL Global Operations and is responsible for the coaching and development of all direct reports to ensure operational effectiveness and appropriate credit decisions. They ensure that quality credit decisions are completed and that proper measures are taken to ensure compliance to policy and internal controls. The Manager, Credit Solutions regularly assess process and looks to develop process enhancements that have a mutually beneficial impact on customers and the Bank.

**Accountabilities**
- Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Effectively lead the Credit Specialists team:

- Provide strong leadership and regular scheduled coaching to the Credit Specialists
- Facilitate huddles, including regular process confirmation and problem resolution sessions
- Responsible for staff scheduling for workload and extended hours
- Provide various product and technical (system) training via skill build sessions. Responsible for on-boarding and coordinating training for new hires including Quality Control validation
- Ensure the effective and efficient operations:

- Provide resolution and response on complex problems (escalations) via telephone/correspondence to customers, branches, Office of the President and other internal partners.
- Report and identify (through review of credit files and fraud report) escalated fraud and communicate to the Director
- Identify possible trends in fraud and escalate to proper channels
- Ensure customer authentication measures are in place and are being adhered to
- Perform frequent review of Credit Specialist performance ensuring productivity targets and KPIs are being met
- Develop and implement measures to ensure customer service is consistent with the Scotia service standards by:

- Ensuring staff assume full responsibility for all customer inquiries/concerns/complaints directed to them by resolving those matters within their discretion to the customer’s satisfaction, or by referring the customer to the appropriate source as outlined in the Bank’s complaint Resolution Standards and Procedures.
- Monitor/listen to Credit Specialist calls through Verint with direct observational coaching
- Maintain the confidentiality of Bank and customer information.
- Identify process improvements to automate and enhance the credit review and adjudication process
- Subject matter expert at designated meetings/assist with managing relationships with partners on projects/initiatives
- Identify and inform of all system issues to appropriate partners/follow for resolution
- Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- 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 behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.

**Reporting Relationships**
- Primary Manager: Senior Manager Mortgage Operations, Dotted line reporting to Director, Retail Payments & Unsecured Lending Operations
- Direct Reports: Credit Specialist, Level 05
- Shared Reports: N/A

**Dimensions**:
Appendix A
- Retail Lending CCUL Operations Approval Authority

The RSC is to be guided by the policies in the Manuals & Guides on Intralink and exceptions to policy provided by Global Risk Management. Unless specifically noted that exceptions are not available, any exceptions to policy must be referred to the ACE for review.
- CCUL Operations APPROVAL LIMITS - NOTES:
b. Where the amount to be approved exceeds the officer’s specific approval limit, the credit must be referred to the Manager for approval.
c. The approval limits are on a per transaction basis (see examples below). Multiple transactions for one customer may be approved when:
i. The amount request is within the officer’s limit, and
ii. The product limit is not exceeded by adding the current request to the customer’s existing credit limits for the same product.
iii. The approval is not an amount in excess of the amount approved by SAM.
2. The overall t