Manager – International Banking System Global Service Center

Company: Scotiabank


start Date:
Deadline: 2/23/2013

We are over 75 000 Scotiabankers, members of a successful and dynamic global community, in over 50 countries. We work together with a shared vision of an exciting future. Each of us is a respected and valued member of a winning global team. As Canada's most international bank, Scotiabank operates as one team, locally and globally. Our dynamic International Banking division encompasses Scotiabank’s retail and commercial banking operations in more than 40 countries outside Canada – an international presence unmatched by our competitors. Our branches, representative offices, subsidiaries and affiliates provide a full range of financial services to customers across the Caribbean and Central America, Mexico, Latin America and Asia. International Banking Global Service Centre is looking for a Manager to join the team on a 15 months contract. Reporting to the Sr. Manager, Product Support you will lead a team of Analysts who provides 7/24 shift support and resolution for system and Network and Infrastructure problems reported by users in International Branches /Processing Service Centers / System Support Centre (SSC), HUBS in order to ensure good performance and continuous Application availability to both Branch Users and the Bank's Customers. You will act as catalyst for change while maintaining high standards and appropriate controls. Ensure Senior Management receives informative debriefs and sound recommendations on problems impacting systems /users by participating and directing the analysis of these issues and resolution of same within the service desk environment. You have a strong leadership and coaching skills with the objective to maximize performance, reliability and availability of the Bank’s computer systems in an effort to achieve quality, reliable and unimpeded customer service. You have also excellent interpersonal, English and Spanish communication skills. Accountabilities ·         Effectively direct/manage operations of a cross functional, multi-cultural support team of IT professionals and business line subject matter experts within a shift environment. Ensure support responsibilities are discharged in a manner which promotes professional service consistent with Scotia Service Standards and Procedures. Quickly analyze and determine the most critical issues needing to be considered for effective decision making.  Make judgment calls and take action inclusive of making appropriate resources available to effect timely restore of service levels and meet on-line availability schedules. ·         Implement Incident, Problem and Change Management processes to resolve major customer or systems problems. Engage 2nd level support  where applicable until restore of system and/or services is achieved. Quickly analyse problems and understand required changes, working with development staff and/or technical support to determine best solution and recommend emergency solutions. Take lead role in end-to-end process from receipt of critical problem to delivery of fix into production. Ensure bulletins are issued, keep International Supervising Offices, Branches, System Support Centre and various other financial departments informed of progress until closure. ·         Manage, maintain and support assigned complex business applications/operations and IT  environments within international Branches/Operating Units and SSC’s where various processes, systems, operating platforms and time zones exist. Review/check approved System Parameter Maintenance for timely and accurately completion. Provide input into contents of Interim, Maintenance and Projects Release deliverables. Recommend System Service Enhancements. Participate in Change Board meetings and scheduling of emergency change requests release into production.     Competencies     Thorough understanding of computer operating systems in the International Branches/SSC locations inclusive of Branch applications HUBS, LSUs , CPC’s , Credit Card Centres and the networks for all of the proceeding.     Knowledge of the Bank’s Business Line Applications, the Change Management and Incident Management standards, escalation and resolution processes     Negotiation and interpersonal skills to effectively liaise between various departments     Analytical thinking, taking a systematic approach to solving problems either alone or with the expertise of others.     Open minded and flexible to remain objective when presented with different ideas and able to adapt within a changing environment, shifting priorities as required.     Communication and presentation skills to describe functional process and its impact and importance to the user community.     Strong delegation skills and ability to assign work to various functional heads in International Technical Services /International Banking Systems and on-site resources in ways that gets the job done, sharing the responsibility without giving up the accountability and Problem Management standards, escalation and resolution processes.     Strong organizational ability and good interpersonal skills to effectively liaise between various departments / personnel     Effective time management skills to ensure the most is accomplished within the available time and resources.  Additional information     Pager and/or cell phone/RIM support at all times is a mandatory requirement Scotiabank is an equal opportunity employer and welcomes applications from all interested parties. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please. How to apply:  DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar:

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