Title:  Senior Manager, Client Solutions & E-Care Specialist, Scotia iTRADE - Toronto, ON

Requisition ID: 211609

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

Job Purpose 

The Senior Manager, Client Solutions and E-Channels is responsible for protecting and enhancing both the financial and reputational risks of the business through effectively leading two teams: Client Solutions and e-Care. The Client Solutions team is responsible for handling client complaints escalated through different channels, including senior leadership and partners such as ECCO, CCAO, and OBSI. The E-Care team is the primary point of contact for Scotia iTRADE clients through the inbound Contact Centre (CC) via the Email channels. The team strive to resolve client inquiries efficiently and effectively, while adhering to the policies and practices that regulate the Contact Centre and the investment industry. 

The Senior Manager is responsible for observing email volumes and complaints trends, identifying root causes, and work towards finding solutions. They also work closely with other leaders in the Contact Centre to contribute to business development opportunities, knowledge levels of our staff, and provide guidance to management to improve the overall Contact Centre service levels.

Key Accountabilities

Inspire, lead and drive a client-centric performance culture by: 

• Embracing and championing change management initiatives by ensuring clear communication with all employees 

• Ensuring all direct reports has established annual objectives that are aligned with the business plans and responsibility for tracking individual performance against objectives. 

• Engaging in coaching as an ongoing activity, thereby ensuring continued improvement of knowledge, leadership and coaching skills of Managers. 

• Regularly scheduling one-on-one coaching with direct reports to recognize success, manage non-performance, help overcome obstacles and set focus. 

• Facilitating weekly meetings to acknowledge positive results, communicate the weekly focus, review the week’s goals and priorities, share best practices, successes and address challenges. 

• Identifying and supporting training and developmental needs of direct reports. 

• Coaching and managing direct reports to ensure the performance management process is in place among teams. 

• Sharing knowledge, experience and responsibility with direct reports in a drive for the highest standards of professionalism and service excellence. 

• Fostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement among direct and indirect reports. 

• Exhibiting an ability to listen, negotiate and communicate goals. 

• Leveraging coaching techniques and utilizing technologies to regularly and effectively engage team members based in different geographical locations (Montreal / Ottawa) and holding direct reports accountable for the same expectations (as applicable). 

• Facilitating a culture of open and honest communication by actively participating and contributing to huddles, team meetings and having a continuous floor presence. 

• Encouraging the generation of new ideas and approaches and actively sharing knowledge and experience to enhance the development of all team members. 

Effectively lead a team of Client Solutions Managers to resolve client concerns within the applicable regulatory and business guidelines by: 

• Providing oversight on team members’ workload and client complaint resolution management

• Relationship management with key partners and internal departments to cultivate and maintain long-term SiT / Bank partner relationships.  

• Challenging existing policies by identifying process improvement opportunities and executing them.

• Prioritizing and delegating resolution management of complaints received through different channels.

• Providing guidance to the managers to support their communication with clients, and negotiations in order to achieve resolutions while adhering to regulations and protecting the firm’s and clients’ best interests

• Ensure all regulatory (CIRO) and business deadlines and obligations are met

• Applying advanced knowledge of SiT products, services, processes and policies and best-in-class complaint-management skills (situation assessment, problem-solving and decision-making) and conflict resolution skills to team members and clients

• Responding to inquiries and requests for information by regulators, and officers from other areas of the bank (e.g. ECCO, CCAO, Compliance, Scotiabank Privacy, Legal, etc.)

Contributes to the optimization of the business & iTRADE Contact Centre by:

• Proactive and efficient email queue management

• Accurately and effectively tracking inquiries and complaints coming through the Centre to identify and trend knowledge, service and processing gaps for future training, coaching, and process improvement opportunities

• Working with partners and vendors to support and execute projects and initiatives as assigned by Director of CC

• Acting as a liaison and escalating cases to leaders in various areas as required to fully satisfy client complaints in a timely fashion

Comply & adhere to all regulatory and compliance guidelines by:

• Ensuring ongoing CC compliance with CIRO/OSC/AMF guidelines and all staff are in compliance with licensing/maintenance of licensing required to trade securities. 

• Maintaining an ongoing awareness of IIROC/OSC regulations, changing market conditions, demands, shifts in policies and emerging trends in regulations applicable to the area. 

• Promoting adherence to the Scotiabank Guidelines for Business Conduct and any supplement guidelines or codes of conduct applicable to the area. 

• Managing all general compliance (e.g. KYC, AML, CASL) and privacy related laws relative to the Contact Centres and ensuring all internal policies and procedures remain compliant with the Bank’s external regulators. 

• Resolving customer concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation 

• Analyzing root causes of service issues/breaches and initiating corrective action by determining and overseeing the implementation of corrective policy/procedures.

Functional Competencies 

• Strong managerial, leadership, and coaching skills required to ensure reporting managers, and their teams achieve the desired results, for example: Delivery of expected customer service levels, meet shifting customer demand and managing human resources in the most cost-effective manner 

• Strong customer service experience, including a high degree of judgment/organizational skills and initiative to deal with diverse/complex customer service issues

• Excellent negotiation skills

• Strong understanding of the discount brokerage industry including market mechanics, security regulations, etc. 

• Strong financial analysis and problem-solving skills 

• Ability to build and leverage strategic relationships within and outside the organization 

• Understanding of electronic communication channels and how they play a role in client service 

• Strong knowledge of technology used to support trading and service functions 

• Familiarity with budgeting and managing costs 

• Strong understanding of CIRO / OSC / AMF regulations

• Superior oral and written communication skills, including presentation and facilitation 

• Excellent time management skills 

• Ability to work autonomously combined with the ability to maintain close working relationships with other CC leaders and partners  

Education & Experience

• University Degree

• French bilingual is an asset

• 5-8 years industry experience preferably in a people management role

• Industry course minimum requirements:

  • Canadian Securities Curse (CSC)

  • Conduct and Practice Handbook (CPH)

  • Derivatives Fundamentals and Options Licencing (DFOL)

  • Investment Dealer Supervisor Course (IDSC) (or must be willing to obtain within 12 months)

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.