Title:  Manager - Escalated Customer Concerns, SSI/TIFL

Requisition ID: 244671

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

The Role

Contributes to the overall success of the Escalated Customer Concerns Office 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 SSI/TIFL supports the Wealth Management Complaints and Investigations program in respect of Scotia Securities Inc. (SSI) and Tangerine Investment Funds Ltd. (TIFL) regulatory complaints, including regulatory reporting and response obligations.

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

• 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 ECCO 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 Scotiabank Operations 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 ECCO’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
• Conduct suitability assessments; and
• Prepare substantive responses to clients based on the analysis and merits of the complaint
• Ensuring adherence to ECCO’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 Scotiabank.

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 Scotiabank where customer-focused input from ECCO would be valuable.

Other Duties and Projects:

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

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

• 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) would be an asset

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program including bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day. 
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements. 

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.