Position Summary: Lead and oversee the Retail Services Directorate in Mexico, ensuring optimal execution of central operations and regulatory compliance. Key Highlights: 1. Team leadership and customer-centric organizational culture. 2. Operational and strategic management, minimizing risks and errors. 3. Focus on continuous improvement, processes, and quality control. Request ID: 246629 Join a winning team with a clear purpose, committed to delivering results within an inclusive, high-performance culture. **Branch Services Unit Directorate** **Position Purpose** Lead and oversee the Retail Services Directorate in Mexico, ensuring optimal execution of central operations supporting customer service through the Branch Network and sales channels. This role serves as the *back office* for Retail operations, guaranteeing quality, efficiency, and regulatory compliance (internal and external), as well as proper implementation of institutional strategies, business plans, and current policies. Responsible for setting objectives, metrics, approaches, and projects for areas under leadership, as well as resolving, escalating, and proposing improvements to central operational processes. **Key Responsibilities** **Leadership and Organizational Culture** * Foster a customer-centric culture within the team, strengthening relationships and leveraging the Bank’s capabilities. * Promote a high-performance, inclusive, diverse, and results-oriented culture. * Design strategies to attract, develop, motivate, and retain team talent. * Ensure clear communication of the Bank’s vision, values, and strategy. **Operational and Strategic Management** * Define and implement the operational model for central areas, ensuring alignment with customer service and internal department needs. * Establish internal guidelines and controls to ensure accurate execution of transactions and operations, minimizing risks and errors. * Oversee central operations for Consumer Banking, Deposits, Credit, and Branch Support, ensuring compliance with policies, procedures, and established timelines. * Lead the Retail credit origination process, ensuring proper integration of electronic and physical files—from receipt through safekeeping—in accordance with regulation and the Retail Credit Manual. * Manage property insurance operations linked to loans and voluntary insurance, supervising formalization with insurers and coordination with brokers. * Manage relationships with external vendors and internal departments to ensure appropriate operational compliance within the regulatory framework. **Continuous Improvement, Processes, and Control** * Review, standardize, and disseminate regulations related to central operational processes. * Provide feedback to Products, IT, Reengineering, Deposits, Lending, and other areas regarding improvements impacting sales and customer service. * Define relevant KPIs/KRIs and produce reports to measure productivity, service levels, and quality. * Analyze and correct root causes of operational deviations or issues. * Optimize processes to enhance customer experience and generate efficiencies. * Document and update policies, procedures, and training materials per institutional standards. * Implement corrective actions and best practices in credit, operations, and supervision processes. * Ensure management of operational, regulatory, anti-money laundering, and conduct risks, complying with applicable institutional frameworks. **Institutional Collaboration** * Coordinate with Products, IT, Human Resources, Audit, Risk, Marketing, Branch Network, Accounting, and external vendors to identify and prioritize operational and automation improvements. * Serve as the single point of contact for the Branch Network on documentation requests, ensuring efficiency before escalation to the point of sale. **Requirements** Education * Bachelor’s degree in Economics, Administration, or related fields. Degree completed. * English desirable Experience * More than 10 years of banking experience. * In-depth knowledge of Consumer Banking, Deposits, Credit, and Central Operations, Branch Network, and Consumer Banking operations. * Experience leading multidisciplinary and multicultural teams. * Solid understanding of banking regulation. * Experience using AI-based tools (desirable). \*\*Under no circumstances does this position require pregnancy or HIV testing\*\* \*\*Scotiabank is an inclusive employer that respects diversity and does not discriminate in any form\*\* Location(s): Mexico : Mexico City : Coyoacán Scotiabank is a leading bank in the Americas. Inspired by our corporate purpose—“For Your Future”—we help our customers, their families, and their communities succeed through a full range of advice, products, and services across personal and commercial banking, wealth management, private banking, corporate and investment banking, and capital markets. At Scotiabank, we value the unique skills and experiences each person brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for all. If you require any accommodation during the recruitment and selection process (e.g., accessible interview location, documents in alternate format, sign language interpreter, assistive technology, etc.), please inform our Recruitment team. If you need technical support, click here. Candidates must apply directly online if they wish to be considered for this position. We thank all candidates for their interest in this career opportunity at Scotiabank; however, only those selected for an interview will be contacted.