Manager, Client Service Delivery Operations (GWO)

Requisition ID: 260731 

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

The Role

As a Manager, Client Service Delivery Operations, you will play a key role in supporting the success of the Tax Operations & Advisory function across Canadian Wealth Management, MD Financial, and Global Banking & Markets.

You’ll work closely with enterprise-wide stakeholders, including tax partners and Corporate Tax, to ensure operational excellence and compliance with regulatory tax regimes such as FATCA, CRS, QI, and CRA requirements.

This role is focused on driving service excellence, strengthening controls, and leading continuous improvement initiatives within the client support model.

Is this role right for you? In this role, you will:

• Champion a client-focused culture, enhancing relationships across internal business lines and partners
• Provide high-quality support to internal stakeholders including Scotia Capital, Wealth Management (ScotiaMcLeod, iTRADE, Scotia Trust, MD), GBM, and Custody Services
• Ensure consistent client coverage practices, including escalation management and issue resolution with tax reporting teams
• Own and manage regulatory reporting production schedules, including advisor communication during tax season
• Lead advisor support calls and review client communications (e.g., newsletters) during tax campaigns
• Maintain and update standard operating procedures (SOPs) to ensure regulatory compliance
• Develop and track performance metrics, scorecards, and client experience insights to drive continuous improvement
• Ensure accuracy, timeliness, and completeness of escalations, and implement preventative actions
• Lead, coach, and develop team members through performance management, goal setting, and ongoing feedback
• Build team capability through training, cross-training, and bench strength development
• Promote a high-performance and inclusive team culture aligned with organizational values
• Ensure adherence to operational risk, regulatory compliance, and AML/ATF frameworks

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

• Post-secondary education in Accounting, Finance, Taxation, or a related field
• Relevant tax or accounting certifications/designations (e.g., CPA, tax courses) are considered an asset
• Prior experience in tax reporting, regulatory reporting, or related financial services operations
• Strong knowledge of tax reporting regimes, including FATCA, CRS, Qualified Intermediary (QI), and CRA requirements
• Experience supporting regulatory reporting production processes and tax reporting cycles (e.g., tax season deliverables)
• Experience working with financial services clients and products, particularly within Wealth Management, Capital Markets, or Banking environments
• Proficiency with tax reporting and operational systems, including Broadridge, TFP, TXSY, CDS, DTCC, BFS, and AS400
• Experience developing and using reporting metrics, scorecards, and data analysis to support operational performance and client reporting
• Experience managing regulatory documentation and standard operating procedures (SOPs)

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program including bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day. 
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements. 

Location(s):  Canada : Ontario : Toronto 

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.