City : Toronto, ON, CA, M5C2W1
Category : Business and Financial Operations
Industry : Finance
Employer : Scotiabank
Requisition ID: 146116
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Contributes to the success of the team and overall Complaint Management Program in Canada, ensuring individual goals, plans, and initiatives are executed in compliance with governing regulations and delivered in support of the unit’s business strategies and objectives in the creation of a Complaints Centre of Expertise.
Promotes a performance-oriented customer-focused culture by working in close collaboration with front-line management (including coaching) to ensure knowledgeable, straightforward and prompt responses are provided to customers.
Accountabilities
1. Champions a customer-focused culture and leverages broader Bank relationships, systems and knowledge
2. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
3. Assists frontline partners in their investigation of complex customer complaints through:
4. Monitors the regulatory Complaint Handling Practice SLA for escalation to the Second Level of Complaint Management.
5. Assists management in keeping documentation, including handbooks, Standard Operating Procedures (SOPs), reporting, etc. that contribute to sustaining the Complaint Management Program
6. Identifies trends, gaps and opportunities escalating to management as necessary
7. Assists in the preparation of reporting as necessary
8. Participates/Hosts presentations with business lines/units, as needed
9. Actively participate, contribute to coaching sessions, touchbases and team meetings
10. Contributes/ to an environment in which he/she pursues effective and efficient operations, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk: including, but not limited to, responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Scotiabank Code of Conduct
11. Supports and contributes to a high-performance and inclusive work environment, aligning individual goals to that of Global Testing, Global Operations, and the Bank
Education And Other Requirements
Location(s): Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : Alberta : Edmonton || Canada : British Columbia : Vancouver || Canada : British Columbia : Victoria || Canada : Manitoba : Winnipeg || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || Canada : Quebec : Laval || Canada : Quebec : Montreal || Canada : Quebec : Quebec
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.
Subscribe to our newsletter & stay updated