Title:  Senior Manager, Fraud Claims & Support Services

Requisition ID: 224131

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Senior Manager, Fraud Claims and Support Services leads and oversees the Fraud Claims and Support Services team in Canada and the Dominican Republic ensuring business strategies, plans and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures.

Is this role right for you? In this role you will:

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Effectively manage and develop staff within the unit by ensuring that expectations, accountabilities, objectives, goals are effectively communicated and monitored for all direct reports and that they have a process in place for their respective areas.
• Develop and implement measures to ensure customer service is consistent with the Bank Customer Focus strategy by monitoring service level agreements for queues, workbaskets and customer escalations and taking appropriate action when agreements are not met by providing recommendations and implementing strategies to ensure customer service goals are met
• Manage and minimize the Bank’s exposure by ensuring strict adherence to Bank procedures, authority limits and compliance with regulatory activities.
• Lead and manage the effective operation of the Fraud Claims & Support Unit by escalating issues/obstacles/trends to the Director as appropriate with recommendations and solutions, ensure that daily monitoring and through investigation and analyst is completed on chargebacks and arbitration cases and ensure that a resolution is provided to customers, branches, ECCO, etc.
• 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 behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role?  We’d love to work with you if you have:   

• Post-secondary education or equivalent with 5+ years of industry experience in leading large teams in a customer facing environment.
• Expert knowledge of card claims, dispute policies and related operating procedures.
• Effective communication and interpersonal skills are necessary for professional interactions with customers, partners and business lines to ensure a high level of credibility.
• 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,
• A high degree of judgement/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to claims, disputes.
• Proven communication skills, oral and written, as well as sound negotiation skills to effectively handle inquiries, escalated calls or customer complaints.
• Ability to work in a high-volume environment with strict service standards and diversity of programs.

What’s in it for you?

• Lead strategic projects with a significant impact on business line growth.
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience
• Perfect for problem solvers who love to scenario plan and work with a wide-ranging number of business partners and geographies.
• Get a great overview of how the Bank operates by joining the Global Operations team in a role that has widespread impact across all major business lines and functions.
• Perfect for individuals who are both interested in business analysis and preparedness, but who also welcome responding to unpredictable events quickly.

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 click here. 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.