Manager, Retail Deposit Strategy and Governance

Strategy Planning drives the Bank’s high-level plans to achieve its vision, prioritize objectives, compete successfully, optimize financial performance, and attain sustainable growth through its business model. The department is also responsible for managing deposits, retail channel operations planning, Customer Satisfaction, general affairs duties, and project management. The Manager, Retail Deposit Strategy and Governance is accountable for leading the Bank’s deposits, branch operations, and Customer Satisfaction.

Key Responsibilities & Accountabilities

1. Retail Operations Governance & Process Management

• Own the design, documentation and maintenance of end-to-end operational processes for retail deposit products and services
• Develop and maintain branch operational policies and procedures, compliant with regulatory and business requirements
• Establish standardized processes and controls to promote consistency, and effective risk management across branches
• Continually assess workflows and control effectiveness, identifying opportunities to simplify, standardize, automate or eliminate unnecessary activities in support of lean operation
• Rectify root causes of recurring operational issues, process gaps and control weaknesses
• Monitor regulatory, compliance and operational developments affecting retail deposits and branch operations and incorporate necessary changes into the Bank’s operational framework
• Serve as the primary support for Branch Managers and staff on deposit and retail operational matters
• Provide guidance in resolving complex or non-routine issues and coordinate with relevant internal stakeholders and control functions when escalation or specialized expertise is required
• Support the investigation and resolution of operational incidents, customer issues, inquiries and third-party matters
• Ensure that retail operational processes support a consistent, efficient and positive customer experience

2. Deposit Planning, Analytics & Portfolio Management

• Partner with relevant stakeholders to monitor deposit portfolio composition, balances, trends, pricing and customer behaviours
• Develop and maintain deposit performance reporting, dashboards and analytical tools to support data-driven portfolio management and business decisions
• Analyze internal data, market conditions, customer needs and competitor offerings to identify opportunities for deposit growth, retention and optimization
• Contribute to the development and execution of multi-year strategies and initiatives to support sustainable growth of the Bank’s retail deposit business

3. Deposit Products, Services & Business Initiatives

• Manage and continuously review the retail deposit product and service offerings to ensure alignment with the Bank’s strategy, customer value proposition, operational capabilities and regulatory requirements
• Partner with Treasury, Marketing, IT and other stakeholders to support promotional campaigns, customer acquisition and retention initiatives, and new business opportunities
• Lead key deposit, retail operations and process improvement initiatives from planning through post-implementation review

Job Requirements

Education Requirements: Bachelor’s Degree or Diploma in related fields

Work Experience Requirements: 5 to 10 years of related experience in the Financial Services or Retail business sector

• Excellent written and oral communication skills
• Good judgment in dealing with complex issues and conflict situations
• Sound analytical thinking, planning, prioritization and execution skills
• Creative - not bound by the limitations of conventional wisdom; finds inventive, imaginative & resourceful ways to solve problems or create opportunities
• Works well in a fast-paced, fluid environment, flex with change and ambiguity
• Ability to indirectly influence teams through change; spearheads new ideas; motivate team into action; encourage innovation
• Forward thinking - capable of assessing impact of decisions on immediate, medium term, and long term outcomes
• Demonstrates courage; values diversity in perspectives; inspires commitment; and follows through

• Exceptional relationship and communication skills (verbal & written) combined with the ability to make decisions, recommendations and manage difficult situations where influencing and persuasion is required

• Clearly articulate complex ideas and present these ideas to senior management and other stakeholder groups

• Good negotiator - protecting employee/company assets/costs while maintaining trusting supplier relationships

People Manager Experience Requirements: 1-3 years

Knowledge & Skills:

Planning and Organizing

Risk, compliance and audit mindset

Canadian laws and regulations

Local market knowledge

Knowledge of Policy Development processes

Specialized subject matter expertise and knowledge

MS Office, ERP Software, Job related software