MIS Manager Collections

Job description

Purpose

Contributes to the overall success of the GBS Retail and Small Business Collections ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.

Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

The MIS Manager is responsible for the design, development and implementation of the Hub’s enhanced reporting package, which includes automated and ad-hoc divisional and local reports to track periodic performance.

The incumbent is also responsible for coordinating and managing the activities for the production and tracking of KPI’s, and statistics for follow up, evaluation and impact analysis of the various Collections strategies within the unit.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  
  
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  
  
• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  
  

Ensure team´s objectives are met by:

• Monitoring performance of divisional and local initiatives through the analysis of account and payment data and activity and performance data.
  
  
• Calculate and track Key Performance Indicators for all the areas within the Unit.
  
  
• Compare data from various systems for consistency and work with team members to resolve any discrepancies.
  
  
• Prepare and distribute accurate reports in appropriate formats in a timely manner.
  
  
• Contribute to the budgeting and reforecasting process as needed

Be the local SME on reports, metrics, analytics and data as well as the link with IB Collections Business Intelligence:

• Leverage available reports and information used by provided local management Identify and capitalize on opportunities to educate local staff on various reports and / or metrics and at the same time gather and communicate local feedback to divisional teams to enrich and strengthen our operating model.
  
  
• Work in alignment with IB Collections Business Intelligence to fulfill divisional reporting needs including metric standardization, code development, report design and production under a continuous improvement framework.
  
  
• Reviews and maps data from diverse core collections applications (Debt Manager, Global Dialer, ScotiaGlobe) for report design and generation.
  
  
• Program reports leveraging SQL, SAS, and other platforms to ensure automation and availability as needed.
  
  transform, store, and present data, verifying the accuracy of information as per original source.
  
  
• Perform other related duties as assigned
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  
  
• Champions a high performance environment and contributes to an inclusive work environment

Reporting Relationships

• Primary Manager: Senior Manager, Model Assurance and Sustainability
• Secondary Manager - Head
• Direct Reports: 18
• Shared Reports: NA

Dimensions

• Operates independently day to day and receives direction from the Collections Head, Country Management and IB Collections Support.
  
  High level of autonomy required in assessing day to day issues to maximize efficiency and optimize costs.
  
  
• Number of countries supported: +9 countries as at Jan´24 (ScotiaGBS Hub); ScotiaGBS hub currently has ~800FTE.
  
  

Education / Experience / Other Information

• Thorough knowledge of the Bank’s Retail & Small Business collections and lending policies and procedures.
  
  
• Sound knowledge of all Retail & Small Business products and services and automated collection systems.
  
  
• General knowledge of legislation and legal proceedings as all legal implications has a direct impact on recovery and losses.
  
  
• Very good negotiation and analytical skills
• Profound knowledge of Dialer campaigns strategies.
  
  
• Excellent communication skills (verbal and written)
• Organizational and motivational skills and the ability to prioritize/delegate and deal with a variety of complex tasks and situations on an ongoing basis.
  
  
• Coaching Skills – must be able to guide employees to solutions on areas of opportunities.
  
  
• Microsoft Office proficiency (Word, Excel and Power Point)
• Relational database and data mining tools i.e. Oracle, SQL, SAS
• Business intelligence reporting tools i.e. Business Objects, Cognos, Tableau
• Bilingual – Spanish and English speaking preferred
• Minimum Educational Qualifications
• Bachelor´s Degree in Engineering, Business Administration, Computer Science or Information Systems
• Knowledge of SQL, SAS, data mapping, and similar programing software.
  
  

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence
• The work conducted is primarily on a terminal or computer.
  
  The position is primarily non-physical with intermittent periods of sitting or standing.
  
  
• There is some daily lifting required; i.e. files, computer reports, etc.
  
  
• Generally, the position requires the normal use of sight or hearing.
  
  
• Due to the attainment of targets and deadlines, hours of work can often extend beyond the normal workday.
  
  
• High level of stress due to managing multiple and conflicting priorities and deadlines

Required Skill Profession

Other General