Title:  Manager Customer Concerns TIFL (bilingual French English)

Requisition ID: 273149

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration. 

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work. 

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment. 

Let’s shape the future of banking together! 

Purpose

Contributes to the overall success of the Complaints Centre of Excellence (CCE) in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted are compliant with governing regulations, internal policies and procedures.

The Manager Customer Concerns TIFL supports the Wealth Management Complaints and Investigations program with primary accountability for Tangerine Investment Funds Ltd. (TIFL) regulatory complaints, including regulatory reporting and response obligations. The role also maintains secondary accountability for Scotia Securities Inc. (SSI) and Financial Consumer Agency of Canada (FCAC) cases, as required.

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.
• Actively pursues effective and efficient operations of their 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.

Customer Experience – Provide best-in-class customer experience by:

• Ensuring thorough analysis of complaints, including conducting suitability assessments, performing profit/loss calculations, and preparing substantive responses for clients
• Adhering to all department Service Level Agreement standards and any regulatory required timelines
• Communicating effectively with clients to address inquiries and provide clear, comprehensive information regarding complaints and investigations

Operational Efficiencies & Improvements – Continuously drive operational excellence by:

• Identify cases involving significant risk to Scotiabank, assess actual and potential risks, and escalate as appropriate
• Contributing to the ongoing efficiency of the Complaints and Investigations team by collaborating with internal service providers and support units, such as Operation groups, Contact Centers, etc.
• Assisting with managing team email inboxes and maintaining complaints logs to streamline workflow and improve operational processes
• Monitoring trends to proactively address potential risks and submit recommendations to senior management
• Challenging the status quo by identifying improvements in products, processes, services, and policies, and submit recommendations to management
• Using tools such as the Enterprise Complaint Management System and Case IQ to keep accurate and comprehensive files on each case - this will include suggesting changes and improvements to classification and reporting

Compliance & Governance – Ensuring adherence to the department’s governance requirements by:

• Assessing, analyzing and investigating client complaints as assigned, including:

• • Determine the nature of the complaint and assess whether the complaint should be reported to the relevant regulator
  • Perform a detailed analysis including a review of advisor’s submissions, account documentation, file notes and communicate with clients, advisors and other internal departments for further details as required
  • Maintain secondary accountability for SSI and FCAC cases, including supporting reviews, documentation, reporting, and responses where applicable
  • Conduct suitability assessments; and
  • Prepare substantive responses to clients based on the analysis and merits of the complaint

• Ensuring adherence to department’s governance requirements, including handling provincial, national, and regulatory inquiries in a timely and effective manner
• Preparing materials in response to regulatory examinations, investigations, and inquiries, ensuring all responses meet internal and external compliance standards.
• Assisting legal counsel in preparing documentation and materials for arbitration, regulatory disciplinary proceedings, and civil litigation as required.
• Identifying reportable cases to regulatory bodies (e.g., CIRO, AMF etc.) and work with partners to provide all relevant information.

Leadership – Management – Contribute to the creation of customer focused approach to complaints by:

• Coaching and/or providing feedback to internal business partners on how to handle future complaints using specific customer complaints cases including the development and transmission of the most effective use of compensation / goodwill gestures to resolve customer complaints (as applicable).
• Acting as a customer-service expert assisting other areas within Scotiabank with the most up-to-date complaint-handling techniques and approaches
• Collaborating with the Senior Managers & Director in the design and setting of individual annual objectives that will drive customer-focused improvements at the Bank.

Relationship Management/Team Membership – Contribute to the team’s effectiveness by:

• Fostering and developing a strong, positive team environment driving employee, and/or personal empowerment, innovation and high degree of engagement.
• Effectively using technology tools, such as Applause 2.0 to create a positive work environment.
• Building effective working relationships across the team, and with various business lines, internal and external stakeholders and be aware of their needs to develop, implement and communicate effective improvements in complaint-handling standards and procedures.
• Fostering and promoting a customer focus culture with open, bi-lateral and honest communication.
• Actively participating and contributing to coaching sessions, touch-bases, huddles and team meetings.
• Developing and executing a relevant employee development plan
• Ensuring that Senior Managers and the Director are kept updated on any projects, initiatives, or product launches at Tangerine where customer-focused input from the CCE would be valuable.

Other Duties and Projects:

• Complete additional responsibilities and projects, as assigned, to support the objectives and effectiveness of the department.

Education / Experience / Other Information

• College Diploma or University Degree
• Minimum 5 years of related experience at a large financial institution or established securities or another financial services activity regulatory agency
• Relevant securities courses, e.g. Canadian Securities Course and Conduct and Practices Handbook Course offered by the Canadian Securities Institute
• Experience working in or with Canadian Banking or Wealth Management considered an asset
• General understanding of Canadian regulatory and industry trends related the skills to translate requirements into efficient and effective, policies, procedures, controls, systems and training
• A solution based and curious mind set, excellent judgment, strategic thinking skills and attention to detail
• Excellent written and verbal communication skills and a proven ability to develop and implement solutions to complex issues
• Ability to learn and adapt to rapidly changing regulatory and business environments
• Able to work independently and with other employees across functional lines within the Bank
• Bilingual (English and French) is needed

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Stressful environment can be experienced through delivery of first-class responses within demanding time frames and project deadlines. Volumes of cases are neither predictable nor controllable requiring a continual reassessment of priorities to meet established turnaround times and customer satisfaction levels.

Location(s):  Canada : Ontario : Toronto || Canada : New Brunswick : Moncton || Canada : Ontario : Ottawa

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.