James Minnes
Toronto,ON
Summary
Highly driven and dedicated banking professional. Customer focused and results oriented, with strong communication, analytical and relationship building skills. Consistently drive results for employee and customer related initiatives with a proven ability to effectively interact across business lines and channels.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager, Deposits and Partner Offerings SB
Scotiabank
07.2019 - Current
- Currently manage the Deposit and Cash management product P&L for Small Business (SB) customers to drive customer account and deposit growth. Since assuming the position in Q4 2019, the deposit portfolio has grown $6.2Bn (+19%) with an CAGR of 6%.
- Led the development of innovative mass and targeted campaigns driving deposit volume and account revenue growth, while increasing our share of primary customers. These campaigns required collaboration with marketing, GBP, and distribution to ensure optimal revenue and operational efficiency.
- Project leader for enhancements to the temporary overrun process. Collaborated across business lines and technology groups. These enhancements increased NSF revenue by $5.4MM with a CAGR of 49% since 2021.
- Led the development of the implementation of Small Business cheque auto-hold capabilities for front line staff. Changes are expected to provide an estimated reduction of $2.5MM in chargebacks and fraud loss.
- Acted at the Small Business lead to develop the framework for processing customer transactions remotely, rather than in Branch. These changes removed more than 100 transaction types requiring a Branch visit to complete, increasing overall Branch capacity.
Senior Manager, Customer Experience- Customer Satisfaction
Scotiabank
04.2018 - 07.2019
- Key project manager in development and implementation of Net Promoter System (NPS) driven initiatives. Average increase of overall NPS score increased 3pts (300bps) year over year during tenure.
- Proposed changes to product and process owners from employee NPS feedback with a focus on providing more capacity to front line staff to prioritize customer activities.
- Distributed and developed NPS targets for retail and small business product and process initiatives to meet customer experience KPI's.
- Led product and channel level discussions with all Canadian banking groups to share insights and develop initiatives focused on improving overall customer experience.
Manager, Customer Experience- Net Promoter System
Scotiabank
11.2016 - 03.2018
- Key collaborator for creation of all reporting mechanisms used for analysis of all data. Merged text analytic, NPS score, and customer data to create customer profiles and identify areas to deepen customer relationships and reduce attrition.
- Created executive dashboards/presentations, all channel reporting, and product insight reporting/recommendations from customer experience survey trends.
- Collaborated with Global Customer Experience team to develop text analytic capabilities within the Medallia platform.
- Led online and in-person coaching sessions to both Branch and Executive Management on how to utilize and interpret NPS data for prospecting activities and improving staff behavioral capabilities.
Manager, Branch Customer Experience- Advice & Solutions
Scotiabank
06.2015 - 11.2016
- Managed the sustainment of the Customer Segmentation model, with a focus on ensuring the right Advisor assignment for the right customers.
- Developed all communications, learning guide material, and system process coaching for Branch Manager's and District Vice President's to effectively manage their Advisor's assigned book of business.
- Developed and published training materials to improve employee knowledge on new internal processes, products, and regulatory initiatives.
Small Business Advisor
Scotiabank
01.2013 - 05.2015
- Exceeded both sales Volume and SRD (now CAR) targets by 246% and 148%.
- Designed and implemented team building strategies focused on improving collaboration between service and sales staff. Internal referrals increased 15% YoY.
- Developed market place management techniques and presentations for District audience to effectively demonstrate Scotiabank's unique value proposition.
Education
Bachelor of Arts - Political Science
The University Of Western Ontario
London, ON2009
Skills
- Extensive knowledge of banking products and processes
- Knowledge of internal AML, compliance and overall risk culture
- Proficient in Microsoft Office Suite
- Data Analysis
- P&L Analysis and Management
- Business case development
- Communication strategy
- Project Management
- Relationship Building
- Training & Employee Development
Certification
- Canadian Securities Course
- French Immersion Certificate
- Small Business Certification Program
Timeline
Senior Manager, Deposits and Partner Offerings SB
Scotiabank
07.2019 - Current
Senior Manager, Customer Experience- Customer Satisfaction
Scotiabank
04.2018 - 07.2019
Manager, Customer Experience- Net Promoter System
Scotiabank
11.2016 - 03.2018
Manager, Branch Customer Experience- Advice & Solutions
Scotiabank
06.2015 - 11.2016
Small Business Advisor
Scotiabank
01.2013 - 05.2015
Bachelor of Arts - Political Science
The University Of Western Ontario
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