Title:  Senior Manager, Client Advocacy and Feedback, Canadian Commercial Banking, Toronto

Requisition ID: 265034 

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

Purpose

Contributes to the overall success of the Canadian Commercial Banking ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

The Senior Manager, Client Advocacy and Feedback (CCB) is the subject matter expert for the Feedback Workstream for Canadian Commercial Banking including – Feedback Enterprise Complaints Management, Enterprise Client Experience. This will include the identification of best practices, awareness of industry practices, solicit feedback from partners to optimize Complaint Management handling and Client Experience. They will be an active leader in managing and recommending overall customer experience design.

Accountabilities:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Supporting strategy recommendations, regulatory requirements and developments that enhance new Complaint Management Handling as required according to Bill C-86 with a focus on the customer and employee experience
• Maintaining a superior level of knowledge of the complaint handling in the channel, leveraging competitive intelligence and leading ongoing analyses to identify gaps and opportunities for operational efficiencies
• Supporting the tracking, monitoring and communication of progress against defined Expectations and baselines (ex. Quarterly dashboards, briefing documents, Executive presentations) to ensure adoption, adherence and successful delivery of client experience
• Create and manage strong working relationships with other units in the Complaint Resolution Process and Client Experience Process both within the Commercial Banking and the Bank
• Responsible for reviewing, analyzing and identifying Field (indirect client) feedback on continuous improvement opportunities for efficiency and service optimization:
  • Identify and engage business partners to collaborate on opportunities and create efficiencies
  • Research existing procedures, systems, structures, and volumes to identify the size of the opportunity and potential benefits
  • Document and champion the change with leadership and partners which includes outlining risk/mitigants, benefits and impacts to people, process and technology
  • Collaborate in the definition of sustainment and monitoring plans
  • Work with partners to develop communication and training as required
  • Obtain feedback and suggestions for any necessary refinements for a recommended solution

• Reviewing all policy/legal procedural aspects with appropriate departments/stakeholders/associations to ensure solutions conform with Regulatory and Audit requirements
• Lead and support collaboration with partners and Business Lines to develop customer focused solutions to meet business needs
• 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.

Dimensions:

• The incumbent must clearly demonstrate strategic thinking by identifying and acting upon opportunities to optimize the Commercial Banking Feedback, Complaint Handling and Client Experience processes through the development and implementation of customer focused initiatives designed to ensure compliance with the latest regulatory requirements
• The incumbent is expected to effectively represent the Commercial Banking Client to a variety of audiences (internal, partners etc.)
• The incumbent is expected to provide consultation to other departments and business lines within the Bank based on their subject matter expertise
• Demonstrated ability to cultivate strong relationships with customers, peers and partners

Education / Experience / Other Information: 

• Understanding of the Commercial Banking channel, technology and processes
• Sense of urgency and ability to exercise good judgement in situations without precedent is key to success
• Strong knowledge of Microsoft applications (including Word, Excel, and Power Points) and Power BI
• Knowledge of industry best practices, regulatory environment/requirements
• Knowledge of project management methodologies and experience leading/supporting projects
• Strong knowledge of the Bank’s business lines, products, processes and technology solutions is an asset
• Excellent market research skills
• University Degree or relevant field experience

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.

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.