Senior Manager, HFS Sales Support Team

Requisition ID: 227903

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

The Senior Manager, Home Financing Solutions (HFS) Sales Support Team oversees the Home Financing Officers (HFO), and Home Financing Associates (HF Associate) who are paired with some of our top Home Financing Advisors (HFA) to support mortgage application processing, business development and other administrative tasks. This role will lead and unlock efficiencies across the sales support team, ensuring consistency in how the support team is being leveraged and the quality of its output nationally.

The Senior Manager HFS Sales Support Team will be responsible for staffing calibration, recruitment and onboarding, compensation tracking, coaching, professional development and performance management for a support team of ~25 HFOs and HF Associates each. Additionally, the incumbent will be responsible for delivering sustainment training for HFAs in their geographic region and supporting the creation of customized sales support material for local business development activities.

Is This Role Right for You? In this role, you will:

• Team Calibration: manage requests for new support staff assignments from HFAs nationally and determine national coverage model that is equal across regions given HFA goals and output. Establish thresholds for support staff assignment based on HFA sales and targets, and continually review those thresholds to ensure national alignment. Ensure all support staff are fully resourced with HFAs.
• Recruitment, onboarding, training: for new and existing support staff:
• Recruitment: target and establish pipeline of recruits who want to learn HFS processed and aspire to being HFAs
• Onboarding: work closely with onboarding team to optimize and enhance onboarding and first 30 days experience for new hires
• Training: deliver skill builds, key system knowledge, and support training for new and existing hires, including sessions to drive efficiencies and standardization across the sales support team
• Performance Management & Coaching: Utilize existing sales data and reporting to formalize a coaching and performance management program for the sales support team. Establish a feedback loop with the HFAs being supported to ensure relevant coaching is being delivered and development is being tracked.
• Compensation Tracking: Regular oversight of the compensation sharing process (e.g. where a sales support role is supporting multiple HFAs). Manage escalations and incentives working closely with the Variable Compensation team. Monitor and manage support staff compensation impacts related to being paired with new HFAs.
• Business Development: track business development targets for Home Financing Advisor Associates and provide support for marketing activities for Home Financing Advisors.
• Role Development: establish and standardize tasks for both Home Financing Officers and Home Financing Advisor Associates to delineate responsibilities and standardize operations.
• Change Management: work in close partnership with Regional Directors on change management and sustainment of HFS national initiatives (e.g., Key Partner Program refresh).
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Crates an environment in which their team pursues effective and efficient operations of their 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.
• 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 behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
  

Skills

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• University degree and 8+ years of relevant work experience
• Strong judgement, critical thinking and financial acumen required
• People management experience is an asset
• Bilingual – written and verbal fluency in English and French
• Strong understanding of sales effectiveness principles, approaches and tactics
• Knowledge of the mortgage industry and Scotiabank’s real estate secured lending strategy
  
  

Location(s): Canada : Ontario : Toronto