Scotiabank

Manager Customer Concerns TIFL (bilingual French English)

Scotiabank • $80K — $95K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • College Diploma or University Degree
  • Minimum 5 years' experience in a financial institution or regulatory agency
  • Relevant securities certifications (e.g., Canadian Securities Course)
  • Experience with Canadian Banking or Wealth Management is an asset
  • Bilingual in English and French is essential

Responsibilities

  • Champion a customer-focused culture to strengthen client relationships
  • Conduct thorough analysis of complaints and perform risk assessments
  • Drive operational excellence by identifying and implementing improvements
  • Adhere to governance requirements by ensuring compliance in handling complaints
  • Coach internal partners on effective complaint resolution techniques
  • Foster a positive team environment with high engagement and innovation
  • Manage departmental projects to enhance the effectiveness of operations

Benefits

  • Inclusive work environment promoting diversity and teamwork
  • Opportunities for professional development and ongoing training
  • Access to state-of-the-art technology tools to enhance productivity
  • Support for work-life balance with flexible scheduling
  • Exposure to a broad range of financial services and regulatory environments
Full Job Description
Requisition ID: 273149

Purpose

Contributes to the overall success of the Complaints Centre of Excellence (CCE) 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 TIFL supports the Wealth Management Complaints and Investigations program with primary accountability for Tangerine Investment Funds Ltd. (TIFL) regulatory complaints, including regulatory reporting and response obligations. The role also maintains secondary accountability for Scotia Securities Inc. (SSI) and Financial Consumer Agency of Canada (FCAC) cases, as required.

Accountabilities:
  • 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 all department 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 Operation 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 department'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
    • Maintain secondary accountability for SSI and FCAC cases, including supporting reviews, documentation, reporting, and responses where applicable
    • Conduct suitability assessments; and
    • Prepare substantive responses to clients based on the analysis and merits of the complaint
  • Ensuring adherence to department'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 the Bank.


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 Tangerine where customer-focused input from the CCE would be valuable.


Other Duties and Projects:

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


Education / Experience / Other Information

  • 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) is needed


Working Conditions

  • Work in a standard office-based environment; non-standard hours are a common occurrence.
  • Stressful environment can be experienced through delivery of first-class responses within demanding time frames and project deadlines. Volumes of cases are neither predictable nor controllable requiring a continual reassessment of priorities to meet established turnaround times and customer satisfaction levels.

Location(s): Canada : Ontario : Toronto || Canada : New Brunswick : Moncton || Canada : Ontario : Ottawa

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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