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:

• Maintaining expert knowledge of Bank processes, policies, procedures, applications and products related to Complaint Handling Practices, Regulatory Compliance and Operational risk
• Collaborate with colleagues to manage the flow of work ensuring service to transits and partners meets business needs and efficiently managing volumes 
• Developing and maintaining strong knowledge of, and relationship with, Canadian Banking Branches, Canadian Banking Contact Centre, and Global Operations business units, and various internal or external partners
• Concisely and accurately documenting investigation details including inquiries, responses, and supporting evidence
• Provide coaching to frontline units as to the type and appropriateness of cases to be handled by CCAT as well as how to resolve the complaint themselves with the goal of increasing first point of contact resolution rate
• Working independently to execute a complete investigation within SLAs 

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 

• 3+ years of experience in the financial services industry
• Post-secondary education, preferable in Business Administration, Accounting, or Finance
• Exceptional planning and analytical skills, ability to focus on critical issues
• Excellent verbal and written communication skills
• Thorough knowledge of Canadian Banking regulations – Sales Practices, Anti-Money Laundering (AML)/Anti- Terrorist Financing (ATF)/Know Your Customer (KYC)/Sanctions, Enterprise Privacy, Sarbanes Oxley (SOX), Foreign Account Tax Compliance (FATCA), etc.
• Thorough knowledge of Scotiabank policies and procedures, system applications, operations, support functions, and complaint resolution standards
• Thorough knowledge of Canadian Banking delivery channels, products, benefits and services
• Highly motivated; demonstrated ability to multi-task and deliver in a fast-paced, challenging and dynamic business environment
• Ability to develop strong working relationships with partners/stakeholders, and influence change with numerous, cross-functional teams
• French Bilingual is definitely an asset
   

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.