Ville : Toronto, ON, CA, M5C2W1

Catégorie : Business and Financial Operations

Industrie : Finance

Employeur : Banque Scotia

Requisition ID: 146111

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

Purpose
Contributes to the success of the Complaint Management program in Canada, ensuring individual and team 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.

The individual leads a team(s) in the performance of investigations into complex Customer Complaints originating in Canadian Banking Branches and Canadian Banking Contact Centres. 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 in compliance with governing regulations, internal policies and procedures.

Accountabilities
•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge

•    Considers the Bank’s risk appetite and risk culture in the day-to-day activities and decisions.

•    Leads a team(s) of officers in the investigations of complex customer complaints inclusive of directing and/or supporting investigation activities, and ensuring they are conducted expertly, professionally, and effectively in accordance to regulatory requirements.

•    Develops and maintains expert knowledge of the Bank’s complaint resolution processes, policies, procedures, applications and products 

•    Conducts Quality Assurance reviews to ensure officers are meeting department and bank standards in the investigation of customer complaints

•    Collaborates with peers to ensure management of workflow to transits and partners meets business needs and efficiently manages volumes

•    Coaches frontline units as to the type and appropriateness of cases to be handled by CCST as well as how to resolve the complaint themselves with the goal of increasing the fist point of contact resolution rate

•    Collaborates with peers to manage the monitoring of the regulatory Complaint Handling Practice SLA for escalation to the Second Level of Complaint Management.

•    Coaches direct reports as required to meet KPIs and SLAs. Provide regular coaching to support on-going professional and personal development of team. Collaborate with peers to provide Skill Build sessions to Officers as required.

•    Assists upper management in creating and sustaining relevant documentation such as handbooks, Standard Operating Procedures (SOPs), playbooks, methodology, test plans, reporting, etc.

•    Develops and fosters strong relationships with stakeholders and business partners for the purposes of enhancing business-line effectiveness

•    Contributes to the development of strategies and initiatives to improve and enhance the program with an objective of continuous improvement/evolution including the identification and addressing of trends, gaps and opportunities and escalates as necessary
•    Assists in the preparation of reporting as necessary

•    Participates/Hosts presentations with business lines/branches, as needed

•    Actively 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 Guidelines for Business Conduct.

•    Champions a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.
 

Education And Other Requirements 

•    5+ years of experience in financial services
•    Proven experience in managing a team
•    Post-secondary education, preferable in Business Administration, Accounting, or Finance
•    Excellent planning and analytical skills, ability to focus on critical issues
•    Excellent verbal and written communication skills
•    Strong knowledge of Scotiabank policies and procedures, system applications, operations, support functions, and complaint resolution standards
•    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 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
 

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 

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.