Job title: Director Hospitality Services and Centralized Operations
Company: Scotiabank
Job description: Requisition ID: 187818
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Provides strategic direction, leadership and oversight for all Hospitality Operations and the centralized support at Scotiabank North (SBN, Global Operations) in Canada ensuring business strategies, plans and initiatives are supported in compliance with governing regulations, internal policies, and procedures. This includes the ownership of the Centralized Model, internal policies and procedures, key controls and execution of the transformation road map including ensuring business strategies, plans and initiatives are supported in compliance with governing regulations and operational excellence.
The Director is responsible for contributing to the overall design and success of the Hospitality Services and the Centralized Operations model for The Commons (at SBN and Scotia Plaza), Scotiabank North/Corporate Offices and Hospitality Services at the Scotiabank Centre by providing strategic and operational direction to the Teams across all locations. Responsible to develop and grow the strategic relationships with key Executive Leadership, Business Partners, and Third-Party Vendors to ensure support and sustainment. The Director will be required to provide financial oversight, monitor SLAs and ensure the sustainment of the Hospitality Teams and Scotiabank North Central Operations.
Key Accountabilities
Hospitality Services
Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge:
- Responsible for the strategic direction for all hospitality services for the Bank, driving high quality in execution of large corporate events and key strategic meetings for all Bank Executives
- Ensuring all visitors to the Bank, business requests, hospitality services, technical requirements, and general maintenance of all conference rooms in the Scotiabank Centre and SBN events spaces are dully managed as per Scotiabank’s standard of service.
- Responsible for creating a culture for always delivering high-quality in customer service and satisfaction by establishing the standards of event execution and timeframes for responsiveness to clients and vendors.
- Establishing, co-ordinating and implementing catering and service standards.
- Consistently demonstrates a thorough knowledge of the physical spaces under management, service offering, food and beverage services and technology offerings.
- Provides strategic guidance on event planning to ensure all clients objectives can be met by the Team. This includes, best use of facilities, customer focus and resourcing.
- Responsible for all processes and policies to operate the spaces, and primary contact for external vendors in matters being escalated, contract negotiations and overall vendor management, (service level agreements).
- Prioritize knowledge of the Bank Executives, the structure to ensure guidelines around prioritization of bookings is clear and consistently updated.
Centralized Operations
Leads and drives operational excellence throughout their team and operations to ensure an effective workspace culture fostering inclusion and productivity across SBN and Corporate Office locations supported by the Centralized Operations Team.
- Responsible for the strategic direction for sustainment of Scotiabank North, The Commons events and is the owner of the Centralized Operations model and any updates or changes to the model.
- This role involves close collaboration and alignment with key partners to deliver the expected results ensuring full satisfaction of clients, employees remain productive when in the workspace. Primary contact for Corporate Real Estate, Corporate Security, and all External Vendors.
- Responsible for Chairing the monthly Governance Council and the Quarterly Ops/Corporate Security meeting with EAs from 11/12. Addressing and resolving issues/concerns/special requests in alignment with the program and the physical workspace.
- Ensures any SBN program changes that impact operations are integrated seamlessly, inclusive special projects supporting operational objectives.
- Guides and approves modifications for all Service Level Agreements between Operations and SBN Business Lines covering critical processes and service levels.
- Provides leadership and guidance for the day-to-day operations of the locations supported b Centralized Operations and ensure the consistent standard of service/support are maintained.
- BCP Plan owner for all locations supported by the Centralized Operations SLA during an immediate crisis event to ensure the safety of all employees, OHS regulatory compliance and the Bank’s ability to operate during isolated events.
Provides financial oversight for the portfolio:
- Responsible for setting priorities and allocation of all Commons (Plaza/SBN) and SBN and Hospitality space expenses relative to these operations and through continuous improvement, develops strategies and pro-actively identifies opportunities to decrease costs while retaining service levels.
- Provides oversight of allocation process for the financial planning and provides reporting to Finance as required.
- Reviews and resolves any escalations or disputes relating to the charge-back/allocation process with Finance for Scotiabank North.
- Responsible for the development, review, and submission of overall plan for staffing and expenses for the portfolio on an annual basis.
- Receives reports, reviews and within approval limits manages Transit budgets and ensures management controls exist for all budget requests.
Operational Management & Continuous Improvement:
- Identifies and reviews submissions for improvement and leads changes to improve the overall productivity and effectiveness of the operations across the portfolio.
- Build strategic and open relationships with internal and external key contacts, business partners and stakeholders to expand scope of service provided, seeking opportunities to proactively resolve systemic issue and find efficiencies and obtain feedback.
- Assesses and plans resource requirements across all transits, ensuring adequate staffing levels, learning and development plans are completed on time.
- Ensures processes are in place
Directs day-to-day activities in a manner consistent with the Bank’s risk culture and the relevant risk appetite statement and limits. Communicates the Bank’s risk culture and risk appetite statement throughout their teams.
Creates an environment in which his/her team 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.
Builds a high-performance environment and implements a people strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.
Education / Experience / Skills you already have
A degree in Hospitality or Event Management from a credited university or college or a minimum of 7 years of relevant working experience at an organization exhibiting first class service. Preference will be given to candidates with venue experience as well as event management experience in:
- Experience leading a large team preferably in the administration and operations area
- Thorough knowledge of people performance management techniques.
- Working ability to manage several priorities simultaneously which will include the delegation of assignments and follow-up with staff
- Excellent verbal and written communication skills with experience in strategic influencing and planning and collaboration
- Working knowledge of Business Continuity Plan and Compliance Reporting requirements.
- Thorough knowledge of Microsoft Office Suite applications.
Working Conditions
- Work in a standard office-based environment with some flexibility; non-standard hours are a common occurrence.
- The incumbent is expected to rely on good planning and organizational skills to follow up on others to supply information.
- Incumbent is required to move throughout the Ecosystems and Corporate Offices as the team is across multiple locations.
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
Expected salary:
Location: North York, ON
Job date: Wed, 01 Nov 2023 23:54:23 GMT
