V-036 Manager, Performance Incentives

V-036 Manager, Performance Incentives

Purpose The Manager Performance Incentives for the Contact Centre unit is responsible for the formulation, implementation, monitoring, and control of the variable compensation plans. The variable compensation plan is formulated to drive business results aligned with Scotiabank’s and the Contact Centres’ business strategy, motivate employees by providing clear line of sight and attractive rewards, and foster specific employee behaviors which deliver the right outcome for the customer in accordance with the Global Sales and Specialized Incentive Plan Design Framework. He/she is also responsible for the formulation, implementation, monitoring,



and control of all staff recognition programs and campaigns in alignment with performance culture and Scotiabank’s and the Contact Centres’ business strategy.

The staff incentives and campaigns are formulated to close the gap between business results, complementing formal variable compensation plans by providing cash and in-kind rewards to employees while protecting the bank’s culture, values, and the Global Sales Principles. Leads the formulation, implementation, monitoring, and control of the gamification projects for the Contact Center based on strategic staff recognition programs and campaigns by automating all manual aspects in the measurement of results. Gamification infuses game elements like fun, competition, and scoring into the staff’s daily tasks and objectives to enhance performance and increase revenue generation.

He/she will lead a team of performance incentive analysts responsible for conducting data analysis to ensure that variable compensation and its complementary staff recognition programs and campaigns assure the desired impact on performance, and to perform changes on the plans as needed. The Customer Contact Centre is a 24/7 fast-paced,



dynamic business environment that plays a key role in supporting the Bank to achieve its sales and customer satisfaction objectives. This is a global position, and the Manager, Performance Incentives will have in scope all geographies served in GBS Colombia and the DR. Accountabilities Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

Leads and promotes a customer-focused culture throughout the entire team with a view to intensifying customer relationships and taking advantage of the Bank's relationships, systems, and knowledge. Builds effective working relationships across the team and with various business lines and corporate functions.



Facilitates a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches, and actively sharing knowledge and experience to enhance the development of all team members.

Prepares and controls the budget corresponding to the variable compensation, staff incentives, and campaigns. Works in conjunction with the Incentive Design Team in Total Rewards on the design and formulation of the variable compensation plans in accordance with the established global framework, ensuring that these plans align with the different business lines' needs and the Bank's business objectives and sales practices. Supervises and controls that variable compensation is carried out in full and within the deadlines determined, according to the periodicity of the variable compensation model.





Ensures that all staff campaigns are in line with the policy and strategy of Scotiabank and that they are within the approved budget. Understands how the Bank's risk appetite and risk culture should be considered in its activities and daily decisions. Ensures that all variable compensation plans and their changes, as well as all staff incentive campaigns, are documented, including all the business rules for audit purposes.

Ensures plan execution is in alignment with the plan documentation; otherwise, designs the exception plan and/or major changes to the plan depending on the duration of the exceptions. Ensures the privacy and security of incentive payment information. Conducts enhanced analysis of Variable compensation plans and Staff incentive programs to proactively identify and manage risk.





Performs changes to the plan model or targets based on performance analysis; all KPIs must be met as per GBS SLAs with each client. Acts as a point of contact for the Incentive Monitoring and Control team located in Toronto. Periodically performs check controls to MIS as per segregation of duties, ensuring compliance with change control standards and EUCs in partnership with Contact Center local Monitoring and Internal Control teams.

Keeps track of and reports all incentive campaigns for staff, ensuring all campaigns follow the Guidelines for staff incentive campaigns. 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.

Dimensions Works in a 24/7 fast-paced, dynamic Contact Centre environment. Manages a team of 2-3 Performance Incentive analysts. Responsible for the Variable compensation Plan for GBS Colombia Canada Support, GBS Colombia IB support, GBS DR Canada Support, and GBS Colombia IB Support.

Oversees all employees in GBS Contact Center in Colombia and the DR that are subject to variable compensation. Education / Experience / Other Information Education: Post-secondary education in Economics, Business, Industrial Engineering, or other related disciplines preferred. Work Experiences: Strong knowledge of Scotiabank’s Retail, Small Business, and Commercial products and services.

5-7 years of industry experience,



preferably in a management role; customer service experience is required. A high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex issues, with a demonstrated ability to negotiate. Strong data and financial analysis skills are required.

Proven ability to strategically influence and motivate others. High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment. Strong written and verbal communication skills; problem-solving is required.

Strong project management and planning experience or agile framework experience is required.



Ability to work autonomously combined with the ability to maintain close relationships with other Centres. B2+ level of English.

Working Conditions Work in a standard office-based environment; non-standard hours are a common occurrence. #LI-Hybrid #J-18808-Ljbffr

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