The role ensures the delivery of a seamless, customer-centric omnichannel experience while driving adoption of digital and self-service channels and improving operational efficiency through transaction migration and performance optimization.
Key Accountabilities
Self-Service Ecosystem Management
• Oversee the day-to-day performance and availability of the self-service ecosystem (ATM network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents, etc.).
• Ensure service levels, operational efficiency, and customer experience standards are met across all self-service channels by working closely with the relevant stakeholders to optimize the availability of retail digital banking channels and payment platforms, as applicable and noted above, to facilitate the achievement of transaction migration and digital adoption targets.
• Support the implementation of initiatives to increase the usage and adoption of self-service channels.
• Monitor transaction volumes and trends, identifying opportunities to improve channel utilization.
• Lead the communication process with internal stakeholders, advising of current and planned outages as well as anticipated service restoration timelines when self-service channels are down or out of service, in coordination with ATM Monitoring & Support and Digital Factory teams.
Channel Migration & Efficiency
• Execute transaction migration strategies to shift volume from high-cost to lower-cost channels (e.g., branch to self-service/digital).
• Track and support the optimization of Cost per Transaction (CPT) through channel performance improvements.
• Identify and implement opportunities to streamline processes and reduce customer effort.
Omnichannel Experience Integration
• Ensure consistency and alignment of customer experience across branches, digital platforms, and self-service channels.
• Collaborate with digital, product, and distribution teams to improve customer journeys across touchpoints.
• Support initiatives that reduce friction and enhance ease of use across channels.
• Liaise and work closely with stakeholders such as, but not limited to, Branches, Customer Service Unit, Real Estate, Operations Business Support, ATM Monitoring & Support, SSC, Caribbean Digital Factory, and Caribbean Retail Support to optimize retail digital channel usage and reliability
Customer Experience Execution
• Execute the country’s Customer Experience strategy as it relates to the self-service ecosystem, ensuring alignment with regional and global CX frameworks.
• Act as a voice of the customer by analyzing end-to-end customer journeys and identifying pain points and improvement opportunities.
• Support the design and implementation of initiatives to enhance customer satisfaction and loyalty.
• Monitor and track CX metrics (e.g., NPS), ensuring effective follow-up and action planning to address gaps.
• Promote a customer-centric culture within business units and distribution channels.
Data & Performance Management
• Analyze channel performance and CX data to generate insights and support decision-making.
• Prepare regular reporting on key metrics such as channel usage, adoption rates, and service performance.
• Contribute to a test-and-learn culture by supporting pilot initiatives and continuous improvement efforts.
Stakeholder Coordination
• Work closely with key stakeholders such as, but not limited to, Technology, Operations, Marketing, Risk, Compliance, and business teams to support initiative execution.
• Coordinate cross-functional efforts to ensure timely and effective delivery of self-service initiatives.
• Support vendor and partner coordination related to the self-service ecosystem.
Risk & Compliance
• Ensure all activities comply with internal policies, regulatory requirements, and risk frameworks.
• Identify and escalate operational, compliance, and customer experience risks when applicable.
• Promote adherence to the Bank’s risk culture and operational standards.
Key Skills
• Customer-centric mindset
• Analytical and problem-solving skills
• Strong execution and organizational skills
• Stakeholder coordination
• Effective communication (written and verbal)
• Results-oriented
• Adaptability and continuous improvement mindset
• Project management mindset will be an asset
Hierarchical Relationships (Job Titles Only)
Primary Reporting Line:
Senior Manager, Self-Service Channels (English Caribbean Big Country)
Dotted Reporting Line:
Senior Manager, Customer Experience (English Caribbean Big Country)
Direct Reports:
N/A
Dimensions
• Supports management of 13-82 ATMs/IDMs.
• Supports oversight of 4+ Banking Agents (1 per country).
• Influences 98% of total retail transactions through self-service channels.
• Contributes to improvements in NPS, digital adoption, and Cost per Transaction.
Education / Experience / Other Information
(include only those specific to the role)
• Bachelor’s degree in Business Administration, Engineering, Finance, or a related field.
• 4-6 years of experience in banking, customer experience, channels, or operations.
• Experience working with distribution channels (branch, digital, or self-service).
• Exposure to data analysis, customer journeys, or process improvement initiatives.
• Basic knowledge of agile methodologies is an asset.
Working Conditions
• Hybrid work model.
• Cross-functional collaboration with multiple stakeholders.
• Occasional travel may be required.
Location(s): Bahamas : New Providence : Nassau || Bahamas : Abaco : Marsh Harbour || Bahamas : Andros : Nicholls Town || Bahamas : Exuma : George Town || Bahamas : Grand Bahama : Freeport
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 click here. 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.
Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.
