Senior Client Relationship Manager, Commercial Banking - …, Burlington

Senior Client Relationship Manager, Canadian Commercial Banking - Burlington, Hamilton, Niagara regions Purpose Contributes to the overall success of Canadian Business Banking by ensuring that specific individual goals, plans, and initiatives are executed in support of the team’s business strategies and objectives. All activities are conducted in compliance with governing regulations, internal policies, and procedures.

The Senior Client Relationship Manager (“SCRM”) is a product generalist with a strong understanding of financial products and services and focuses on cross‑sell and retention of existing business customers. The SCRM will identify prospects in target markets, develop proposed sales pipelines, conduct prospect sales calls, and qualifyopportunities with high due diligence. The role manages a customer portfolio with moderate to higher complexity, targeting clients with credit authorizations between $5 MM and $25 MM and annual sales between $15 MM and $75 MM, specific to the Core segment of Canadian Business Banking.

The SCRM is responsible for effective relationship management, sales planning, and the execution of service for the existing customer base, including analysis and completion of credit applications with dedicated support.

Accountabilities

Champion a customer‑focused culture to deepen client relationships and leverage broader bank relationships, systems, and knowledge.

Promote the development and profitable growth of the Canadian Business Banking portfolio in the assigned market area by developing and implementing a marketing strategy to maximize business development opportunities for sustainable growth.

Develop sales plans for prospects and existing customers.

Identify prospects and referrals from internal and external networks.

Analyze prospect lists and prioritize business development opportunities based on market data and customer analytics.

Determine pricing for existing customer relationships and proposed financing for prospects, ensuring a satisfactory level of profitability for the overall book of business.

Partner with internal resources for non‑credit related products.

Refer customers and prospects to the appropriate Canadian Business Banking segment and partners as appropriate.

Business Development Program

Directly sell credit and non‑credit commercial products to prospects and customers.

Maintain an appropriate ongoing sales pipeline and calling program.

Identify and facilitate the involvement of key bank resources and stakeholders.

Maintain effective follow‑up with prospects/referrals on any unsuccessful opportunities.

Update client or contact information accurately and in a timely manner.

Market Profile

Plan and complete relationship activities that generate sales opportunities and provide value to clients.

Build and maintain awareness of local market and general economic conditions.

Meet with business leaders and other centers of influence.

Participate in local professional and community events and associations to develop and expand the network of contacts.

Liaise with Bank product specialists to stay abreast of new enhancements, products, and services, and to fulfill identified client needs.

Relationship Management

Promote and encourage a strong relationship with the Client Service Associate (CSAs).

Use strong knowledge of the bank’s streamlined products and services.

Actively seek customer feedback on bank products, services, and delivery of customer service.

Liaise with the Shared Services Business Service Centre (BSC) for fulfillment, compliance monitoring, and all service activities.

Partner with internal product specialists on selling non‑credit products and ensuring customer needs met.

Suggest process improvements based on client feedback or satisfaction vehicles.

Credit Portfolio Management

Complete credit reviews in a timely and detailed fashion.

Authorize, renew, or decline customer requests within standard bank policies and authorized limits.

Prepare and ensure all documentation is properly prepared.

Ensure accounts adhere to conditions of authorization.

Identify and resolve deviations from conditions of authorization.

Identify early signs of problematic loans and ensure accurate risk ratings.

Make recommendations on structure, monitoring, and risk rating to Global Risk Management; consider exiting a relationship when necessary.

Onboarding

Complete diligence to ensure alignment with the client’s business and the bank’s risk tolerance.

Own KYC requirements.

Coordinate with the CSA to ensure completion of client profile information and resolve inquiries from the Enhanced Due Diligence Unit.

Keep all KYC documentation properly on file.

Operations&Culture

Take ownership that activities and behaviours align with team guidelines and processes.

Support a culture of diversity and other initiatives aligned with the bank strategy.

Understand how the bank’s risk appetite and culture should be considered in daily activities and decisions.

Actively pursue effective and efficient operations, ensuring adherence to operational risk, regulatory compliance, AML/ATF, conduct risk frameworks, and guidelines.

Champion a high‑performance environment and contribute to an inclusive workplace.

Dimensions

Clients are servicing in Canada, generally within the same region; some may operate nationally or internationally. They are borrowing (between $5 MM and $25 MM) and non‑borrowing. Borrowing clients typically require moderate to high‑complexity financial solutions. Targeted revenue from the portfolio is $3 MM per year.

Strong organizational skills are required to manage significant data from multiple sources and balance tasks from client service administration, borrower reporting, and credit support.

Primary interaction with internal partners such as Global Risk Management, Business Service Center, Enhanced Due Diligence Unit, CRA, Wealth Management, Global Banking and Markets, Payments and Cash Management, and the Canadian Business Banking Executive Office.

Interaction also with external parties such as solicitors, accountants, professional service providers, and possibly external bank groups.

Continuous service provision in accordance with Scotia Service Standards and Complaint Resolution Standards. Look for opportunities to promote bank products and services.

Fast‑paced environment that may require prioritization adjustments for urgent requests.

Education / Experience / Other Information Education

Undergraduate degree in business or economics, or equivalent work experience.

Additional training as determined by the bank from time to time.

Skills / Work Experience

At least 2‑5 years of commercial banking experience is preferred.

Very strong sales and closing skills.

Strong networking and negotiation skills.

Excellent communication and interpersonal skills.

Strong relationship management and credit skills.

In‑depth knowledge of the bank’s commercial lending and deposit products.

Ability to conduct due diligence on moderate‑to‑high complexity deals.

Thorough knowledge of relationship building, teamwork, and the Canadian commercial banking marketplace.

Good knowledge of onboarding, Know Your Customer, and Anti‑Money Laundering processes.

PC proficiency in MS Word, Excel, PowerPoint, Outlook, and commercial systems.

Key competencies include customer focus, communication, results focus, building strategic relationships, strategic influencing, and personal development.

Working Conditions

Office‑based environment; non‑standard hours are common.

Travel within the assigned territory is required. A vehicle is required.

Location Canada : Ontario : Burlington

Canada : Ontario : Hamilton

Canada : Ontario : Niagara Falls

Canada : Ontario : Niagara-on-the-Lake

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