Senior Manager, Process and Controls

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Senior Manager, Process and Controls

senior · Risk & Compliance

Requisition ID: 270945 

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

Purpose

The Senior Manager, Insurance Process and Controls plays a critical role in driving operational excellence, strengthening risk management practices, and enhancing client and employee experiences through process optimization, automation, and governance.

Reporting to the Director, Insurance Projects & Solutions, the incumbent will lead continuous improvement initiatives across Insurance Canada operations while championing a culture of operational excellence, strong controls, and sustainable change. This role works closely with Operations, Risk, Compliance, Technology, Analytics, and business stakeholders to improve end-to-end insurance processes, reduce operational risk, and support strategic business objectives.

Is This Role Right for You?

In this role, you will:

Champion Client-Centric Process Excellence

• Lead and foster a client-focused culture that supports exceptional customer and employee experiences across Insurance Canada.
• Drive the adoption of automation and technology-enabled solutions that improve operational efficiency and service delivery.
• Identify opportunities to simplify processes, reduce operational friction, and create meaningful improvements across key insurance journeys.
• Leverage broader Bank relationships, systems, and knowledge to deliver enhanced customer outcomes.

Lead Operational Excellence & Continuous Improvement

• Develop and maintain a prioritized portfolio of process improvement initiatives aligned to business priorities, customer outcomes, risk mitigation, and measurable value creation.
• Lead process reviews, current-state assessments, root cause analysis, and future-state design across end-to-end insurance workflows.
• Establish standard work, governance routines, service-level measures, key performance indicators (KPIs), and key risk indicators (KRIs) to sustain improvements and drive accountability.
• Apply Lean methodologies, structured problem-solving techniques, and change management practices to deliver sustainable operational improvements.
• Facilitate cross-functional workshops and working sessions to support initiative prioritization, solution design, implementation, and benefits realization.

Strengthen Operational Risk Management & Controls

• Partner with Insurance Risk & Regulatory Management teams to ensure operational processes align with the Bank's risk appetite, regulatory obligations, and control framework.
• Lead and oversee operational activities and policy administration processes that support business objectives while maintaining compliance with insurance, legal, and regulatory requirements.
• Ensure risks, issues, dependencies, exceptions, and remediation activities are identified, documented, prioritized, escalated, and tracked to completion.
• Own process and control governance activities and ensure effective execution of the end-to-end control lifecycle.
• Collaborate with Business Controls and Issue Management teams to support control testing, issue remediation, and risk mitigation activities.
• Develop and maintain process maps and documentation across critical insurance customer and advisor journeys.
• Promote and reinforce Scotiabank's risk culture through effective governance and decision-making practices.

Enable Sustainable Change Through Analytics & Technology

• Define business, operational, risk, and control requirements for process optimization, automation, AI, reporting, and technology initiatives.
• Leverage operational data and analytics to establish performance baselines, identify opportunities, monitor adoption, and validate realized benefits.
• Partner with Technology and business stakeholders to ensure solutions address both operational needs and risk requirements.
• Lead stakeholder engagement, training, communications, and change adoption activities to support successful implementation of new processes and controls.
• Drive continuous improvement through the effective use of workflow, reporting, automation, and AI-enabled solutions.
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Do You Have the Skills That Will Enable You to Succeed?

We're looking for a results-driven leader with:

• 8+ years of progressive experience leading process improvement, operational excellence, business transformation, operational governance, risk management, or controls initiatives within financial services.
• Specialized experience within the insurance industry and strong knowledge of insurance operations and customer journeys.
• Demonstrated expertise in process mapping, business analysis, root cause analysis, performance measurement, and process redesign.
• Experience designing, implementing, and governing operational controls and risk management frameworks.
• Strong knowledge of Lean methodologies, continuous improvement principles, structured problem solving, and change management.
• Experience leading complex cross-functional initiatives from discovery and design through implementation, adoption, and benefits realization.
• Strong project management capabilities with experience operating in Agile, Waterfall, and hybrid delivery environments.
• Proven ability to influence and drive outcomes without direct authority across diverse stakeholder groups.
• Advanced analytical skills, including requirements gathering, process analysis, KPI development, benefits measurement, and solution validation.
• Strong written and verbal communication skills, with the ability to translate complex operational, risk, and technology concepts into clear business recommendations and actions.
• Familiarity with workflow, reporting, automation, and AI-enabled operational tools.
• Knowledge of Scotiabank systems and platforms, including KS, TLS, RLP, PEGA, branch channels, and digital platforms, is considered an asset.

What You'll Bring

• Strong knowledge of insurance products, policy administration, underwriting, claims management, customer service, complaints handling, and group insurance operations.
• Comprehensive understanding of insurance regulatory requirements and the evolving federal and provincial compliance landscape.
• Solid understanding of Bancassurance, Insurance Canada operations, and Scotiabank's broader business objectives and governance framework.
• Exceptional stakeholder management, facilitation, and influencing skills.
• A proven ability to manage multiple priorities and deliver results in a fast-paced, highly regulated environment.
• University degree in Business, Engineering, Operations, Risk Management, or a related discipline.
• An equivalent combination of education and relevant experience will also be considered.

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.