Manager Sales and Service Coach

Make Your Mark Are you a passionate sales and service leader who thrives on helping others succeed? As Manager, Sales & Service Coach, Retail Banking, District North, you will play a pivotal role in the success of Retail Banking in The Bahamas, part of Scotiabank’s Caribbean Region, International Banking. This is your opportunity to shape high-performing branch teams, elevate the customer experience and drive meaningful business results across your zone.

In this highly visible role, you will coach, inspire and develop Retail, Premium Banking and Small Business officers to reach their full potential. Through hands-on coaching, meaningful performance feedback and ongoing monitoring, you will strengthen sales and service disciplines, champion sales leadership and ensure every customer interaction reflects our Service Promise, while upholding the highest standards of compliance, governance and conduct.

How Will You Make an Impact?

• Coach for success: Drive sales productivity and profitability across your assigned branches by coaching and training Retail, Premium Banking and Small Business sales officers.
• Lead with insight: Use performance data and reporting, including branch productivity, Pulse Survey and customer contact results, to prioritize branch visits and target coaching where it matters most.
• Partner with branch leaders: Support Branch Managers in onboarding new sales officers and work with Sales Leaders to build and execute action plans that close performance gaps.
• Sustain winning disciplines: Support sales meetings, goal setting and regular one-on-one coaching sessions that recognize success, share best practices and build confidence.
• Develop talent: Deliver targeted training such as Skill Builders, evaluate its effectiveness and collaborate with internal and external partners to continuously improve learning programs.
• Elevate branch performance: Conduct branch reviews and observe customer interactions to reinforce best practices, recognize strong performance and escalate concerns to the Senior Sales Leader and/or Country Head.
• Deliver an exceptional experience: Monitor delivery of Our Service Promise, analyze complaint trends and Pulse Survey results, and confirm staffing aligns with branch traffic patterns.
• Safeguard the Bank and our customers: Ensure sales-related controls, compliance requirements and oversight standards are consistently met, escalating concerns as appropriate.
• Oversee Mutual Fund quality assurance: Manage the Tier 1 review of Mutual Fund retail distribution, including customer suitability reviews, Key Risk Indicator reporting and weekly iFast reconciliation.
• Manage risk with integrity: Apply the Bank’s risk appetite and risk culture in daily decisions, maintaining effective controls for operational, regulatory compliance, AML/ATF and conduct risk.
• Inspire high performance: Foster an inclusive, high-performance environment that attracts, develops and motivates talent.

What you will bring? Experience & Education

• 3+ years of experience as a Branch Manager, MPB or AMPB leading a sales team
• 5+ years of sales and service experience in a branch and/or contact centre environment
• Bachelor’s degree in Business (preferred) or equivalent work experience
• A proven track record of achieving and exceeding challenging sales goals

Knowledge & Skills

• Expert knowledge of Retail, Premium Banking and Small Business sales and service, including products, lending and deposit policies, compliance requirements and operating procedures
• Thorough knowledge of proven coaching frameworks, sales management disciplines, referral processes and branch systems (e.g., Counselor, IBP/Core Banking, Small Business Platform)
• Strong analytical skills to interpret reports, identify trends and recommend corrective action
• Strategic planning skills with a proven ability to develop successful sales and action plans
• Strong financial and business acumen, with an understanding of the local competitive landscape
• Proficiency in Microsoft Office, including Excel

Leadership Qualities

• Exceptional coaching ability and a passion for developing talent and building on people’s strengths
• High-impact written and verbal communication skills that engage and motivate branch teams
• The ability to influence without direct authority, using tact, diplomacy and credibility
• A change champion who embraces innovation, adapts to different management styles and is comfortable with ambiguity
• Skill in building strategic relationships with branch leadership, Shared Services and other support partners
• An inclusive leader who values diverse perspectives and leads by example
• Strong integrity, professionalism and a customer-first mindset.

Why Join our Team? Visible Impact with Career Growth and autonomy An inclusive, high performing culture A competitive compensation package and pension Health insurance and comprehensive benefits