Title:  Operations Manager, Scotia iTRADE - Toronto, ON

Purpose

The Manager, Operations will manage and oversee operations and support staff in on one or more of the various functional areas including: Client Onboarding, Brokerage Transfer-ins, Cash Management, Physical Deposits, Mail Room or Client Communications to ensure its efficient and effective day-day running.   

The position will regularly collaborate with operations management and iTRADE partners to make process improvements in support of their respective oversight.  The manager will ensure all department goals and staff KPI’s are met along with business objectives. 

The manager will act as the primary contact for escalation and will demonstrate a thorough knowledge of products and operational processes to ensure he/she can respond in a timely and informed manner.

Accountabilities

1. To manage and oversee one or more functional area of iTRADE Operations by: 

• Manage staffing, including adherence to CIRO (if applicable) and hiring decisions.
• Collaborate with Operations Management and partners to identify and develop highly motivated key talent in accordance with standard Bank policies.
• Create and surpass team department KPI’s and service levels by effectively tracking volumes and anticipating backlogs.
• Provide tactical guidance and specialized knowledge to direct report(s) for development.
• Provide regular, formal, and informal coaching to staff to ensure the proper development, understanding and necessary actions of established goals are executed.

2. To manage and enhance the client experience (internal and external) by:

• Manage day to day team processes and ensure efficient workflow is in place to deal with time sensitive transactions, exceptions, rejections, and escalations, while adhering to compliant and secure methodologies 
• Ensure all client requests, cases or transactions are processed accurately. 
• Maintain regular review of processes to improve the quality of operational services.
• Ensure staff are familiar with and understand new process changes impacting Compliance and Regulatory rules.
• Draft and maintain policies, procedures, and client communications templates for area of Operations oversight.
• Prepare clear, concise client correspondence and corporate communications.

3. To ensure that all operational / administrative processes for the business are performed effectively and efficiently by:

• Monitor the department’s adherence to operational guidelines, compliance, and credit policies with industry regulations.
• Design quality control practices to routinely review processed transactions and agent decision making.
• Minimize potential reputational risks for business in the areas of money laundering, anti-terrorist financing and privacy laws by providing staff with the necessary tools to proactively identify transactions with risk.
• Contributing to the broader Business Continuity Plan on an ongoing basis while also ensuring direct report(s) have the knowledge required to execute and follow the plan if needed.
• Arranging for testing and team training for applications used in the department.

4. To actively collaborate with management to ensure the continued growth of Online Brokerage by:

• Collaborate with the Call Center, Sales & Partnerships and iTRADE support groups to identify gaps or inefficiencies in process and to define compliant yet innovative solutions that enhance the client experience.
• Subject matter expert for operational area and representative for business for any technology enhancement initiatives
• Participate in project work aimed to create a better client experience and/or achiever operational efficiency.
• Regularly meet with counterparts in support areas to remain aware of any changes to process that could impact the department service levels or KPIs as well as work with them to improve online brokerage processes. 

Education & Industry Minimum Requirements:

• College or University degree preferred.
• 5+ years financial services industry experience preferably in a people manager role.
• Thorough understanding of Scotia iTRADE and Scotiabank policies and procedures related to Operations.
• Canadian Securities Course (CSC) and Conduct and Practice Handbook (CPH) preferred.
• Completion of Derivatives Fundamentals Course (DFC), Options Licensing Course (OLC) and Options Supervisors Course (OSC) an asset

Work Experience and Skill Requirements:

• High level of brokerage industry, including knowledge in Client Onboarding, Brokerage Transfer-ins, Cash Management, Physical Deposits, Mail Room or Client Communications Superior customer service orientation, interpersonal skills, analytical, organizational and communication skills
• Demonstrated leadership, managerial and delegation experience.
• Experience working on projects that improve client experience.
• Strong PC user skills in Microsoft Word / Excel / Access / ADP/ AS400
• Familiarity with budgeting and managing costs.
• Ability to act quickly and professionally in situations which involving uncertainty or risk, using a high degree of good judgement.