Team Lead Administration & Collections Support, Montreal, QC

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Manages the administrative processing for the department according to procedures and practices by: confirming that work is prepared including reviewing and assessing the service status of various changes to loan terms, conditions, buyouts, or other administrative matters; conducting periodic verification of administrative functions and reports; monitoring and following up unusual or unauthorized items and escalating or coordinating resolutions as required; ensuring specific disciplines of the department are current and relative, e.g. basic skip search, payment arrangements on low risk accounts, credit reporting, insurance, government, compliance, and/or regulatory requirements.
• Ensures records are maintained and monitored to identify and take action on unusual or irregular activity in accordance with standard practices and established procedures or policy by: ensuring regular procedures are performed and statements, letters or other reporting is produced as required for customers, government agencies, or other parties; analyzing and reviewing overall customer service data, trends or information from various sources; investigating causes, identifying issues, resolving within own authority levels, and recommending proposed corrective action.
• Provides coaching and mentoring of team members and supports recruitment by: evaluating the performance of team members, providing timely feedback on performance and taking remedial action where required; assisting with the recruitment, strategy, hiring and promoting team members in accordance with standard Bank policies of new team members.
• 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 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; communicating vison/values/business strategy and managing succession and development planning for the team.
• Conducts payment collection activity to provide the Bank with optimal delinquency ratios and loan loss levels by: acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize loss and secure the Bank's position; conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means.

• Strong organizational and time management skills; the ability to prioritize, allocate and monitor workload; using sound judgment to address problems and discrepancies.
• Proven interpersonal and communications skills to successfully conduct operational activities, and influence others to become operationally effective.
• A high degree of flexibility is required to adapt to a variety of tasks and functions.
• Strong PC skills are necessary as the incumbent uses a PC for a variety of operational, service management and related activities.
• Thorough knowledge of daily and periodic department routines, procedures, policies and workflows, including, AML/ATF/KYC, and Privacy regulations.
• Thorough knowledge of SDA's products, services, and operating systems.

Scotiabank