Back to jobsLead a team of high-performance Business Analyst and Business Support Associates.
Mentoring and supporting staff level (6-7), ensuring team readiness and performance.
Define and drive team’s technology vision and an executable roadmap for your applications
Acting as the primary escalation point for complex issues and approving critical resource decisions, including time-off requests and scheduling.
Driving process improvements and supporting the implementation of changes across systems, technology, and operations.
Representing the team in critical forums and contributing insights that influence business strategy and operational priorities.
Promotes diversity and inclusion by cultivating a collaborative, multicultural environment across global teams, including Scotiatech and cross-border support functions.
Leads end-to-end Incident Management, ensuring thorough documentation, stakeholder updates, and continuous improvement through service quality and incident matrix playbooks.
Oversees Root Cause Analysis and drives remediation planning to prevent recurrence and enhance system stability.
Manages daily technology support operations, including ServiceNow ticket triage, troubleshooting, and Level 2/3 escalations, ensuring SLA compliance.
Guides and supports team members in ticket handling, scope clarification, and coordination with IT&S partner groups.
Leads self-directed enhancement projects and continuous improvement initiatives focused on service excellence and operational efficiency.
Oversee production health checks activities, ensuring system integrity and recovery readiness.
Provides senior-level backup for management duties, including time-off approvals, schedule governance, and team escalations.
Manages staff performance, development, and engagement, fostering a high-performance and inclusive team culture.
Ensures audit readiness and compliance with operational, regulatory, and risk control requirements, maintaining documentation and controls aligned with enterprise standards.
Embeds risk awareness into daily operations, aligning with Scotiabank’s Values, Code of Conduct, and Global Sales Principles.
Drives customer satisfaction through proactive service leadership and continuous feedback integration.
