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Manager, Client Education
Scotiabank | Toronto, Iowa
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Job Description


Requisition ID: 6835

Join the Global Community of Scotiabankers to help customers become better off.



To oversee client education solutions for both prospective and existing Scotia iTRADE clients, internal partners including Scotia iTRADE employees, the Branch network and other BNS business groups as required.  The incumbent is responsible for completing needs analyses, designing, delivering and evaluating customer education solutions. The incumbent will support the senior manager in the strategic direction of client education solutions to meet the needs of the business. This includes working with the their manager to design and implement strategies to support the client life cycle, which is inclusive of lead generation, onboarding and activation, ongoing client experience, retention and winback strategies.  In addition, he/she will look for opportunities to increase the value of the programs and services through new initiatives and means of delivery.


Key Accountabilities:

1.  Manage the needs analysis and identification of customer education solutions for the client group by: 

             Working with the senior manager to stay aligned with business line objectives and provide on-going and program related support to the business

             Maintaining a strong level of knowledge and understanding of the needs of the business (short and long-term objectives and goals) in order to align solutions to meeting these needs

             Consulting with a variety of internal stakeholders including internal training professionals, Customer Service Reps, Operations Reps, Business Development Associates, Managers, Senior Managers, Directors and appropriate business line heads

             Ongoing review of Scotiabank’s online and Branch collateral to identify opportunities to promote client education initiatives

             Working with the senior manager to leverage metrics, data from focus groups and business data to implement education solutions

             Ensuring the right solutions are presented to meet business objectives

             Looking for opportunities to provide customer education solutions that enhance business objectives


2.            Manage the design and development of client  education solutions by:

             Developing requirements/specifications to support product/program launches and changes

             Identifying the appropriate design and structure of materials and customer education solutions

             Developing or sourcing materials from training partners and other resources to capitalize on identified client education opportunities

             Reviewing requests for proposals from software developers, specialists

             Working with the Learning community and other stakeholders to conduct vendor searches/evaluations/selections/negotiations

             Developing client education recommendation documents for senior management approval


3.  Implement and deliver client education solutions by:

             Acting as lead consultant and project manager for client education programs and, when needed, conducting one on one engagement with program participants

             Project managing the implementation and delivery of client education solutions i.e. developing milestones, coordinating resources, engaging stakeholders, facilitating communications & updates, escalating issues, etc.

             Identifying ways to leverage internal resources to improve efficiency. This includes using ‘in field’ employees and training partners to leverage best practices, skills, knowledge and thinking creatively about the delivery of customer education solutions including classroom/webinar/video conferencing and professional recordings.

             Demonstrating the value of client education solutions to the business bottom line

             Ensuring client education solutions have line support and funding

             Coordinating seminar schedule/logistics and monitoring participant registration

             In collaboration with Marketing and educational partners, organizing the assembly and deployment of communications to drive attendance

             Planning and coordinating educational events with event planning staff and third-party partners

             Forwarding to Marketing any newly recorded educational materials and provide instructions on website placement


4.  Evaluate client education solutions by:

             Developing reporting metrics and ensuring appropriate level of assessment is selected for each education solution

             Conducting client education assessments against outcomes and agreed success measures

             Assessing the financial benefit and return on investment for select solutions

             Ensuring delivery and sustainment measures and metrics are in place and managed

             Preparing quarterly and annual program reports


5.  Remain up to date on industry trends, best practices and innovative client education solutions by:

             Collecting and sharing best practices

             Identifying opportunities to work effectively across business lines

             Exploring complementary client education solutions and programs

             Building, expanding and maintaining relationships with internal training professionals and external networks to continually improve upon the effectiveness of customer education


6.  Contribute to the effective functioning of Scotia iTRADE by:

             Maintaining a high level of customer service

             Facilitating a culture of open and honest communication by actively participating and contributing to one-on-one touchbases and team meetings, encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members

             Building effective working relationships across the team and with various business line and corporate function contacts

             Developing and executing a meaningful Employee Development Plan

             Remain current professionally and perform/update career plan periodically

             Identifying potential successors and actively working with them to build their skills



- working knowledge of design and marketing

- communication skills

- ability to build effective working relationships with clients and team members

- knowledge in facilitating successful business line, vendor and staff discussions, negotiations and interventions

- Strong interpersonal skills, oral and written communication skills, attention to detail and follow-through skills

- Strong project management skills and the ability to manage multiple projects at the same time



 Minimum 5-7 years in a training/adult education related position (includes head office and ‘in field’ experience) and has experience in developing client focused business solutions

Sales or Relationship/Business Development experience preferred

 Knowledge of designing and developing client education solutions, including needs analysis, setting objectives, developing course material, and evaluation methods

 Prior experience in presenting with strong knowledge of delivery methods, options and tools


Location(s):  Canada : Ontario : Toronto


As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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