Requisition ID: 176503

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Manager, Client Advocacy, Canadian Business Banking (12 Month Contract)
Purpose
As the Manager, Client Advocacy, you will be responsible for supporting the Canadian Business Banking Complaint model by focusing on continued adoption and sustainment of the process, assist in complaint investigations/resolutions and improving the overall client experience.
You will review and analyze the ECMS data, build robust, accurate and detailed reporting, identify best practices and solicit feedback from business partners. You will be an active leader in managing and recommending overall client experience design within Canadian Business Banking.
Our Mission is to leverage every source of client feedback to drive change, innovation and enhancements to the way our clients do business with us. We want to identify and address systemic issues that impact the experience of our clients so they become advocates of our brand.
As the ideal candidate you are driven by your passion, insight and influence to advocate for our clients to improve the overall experience.
Accountabilities:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Communicate with clients and business partners/product owners the details of complaints and their resolutions
• Engage with appropriate partners and business Lines to provide recommendations with a \xe2\x80\x9cmaking it easier to do business with us\xe2\x80\x9d, focus
• Be an advocate for the complaint handling process by helping educate and elevate by instilling the \xe2\x80\x9cClient First\xe2\x80\x9d mindset
• Think creatively and strive to continuously improve our client interactions
• Become a subject matter expert by leveraging trends and competitive analysis to identify gaps, root causes and operational shortfalls that are detractors for clients
• Understand how the Bank\xe2\x80\x99s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank\xe2\x80\x99s 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.

Education / Experience / Other Information:

• 
  Post-secondary education: University Degree and / or relevant work experience within banking (i.e., client facing, operations and sales) and its partners (minimum of 3 years of experience)
• Bilingual French / English a strong asset
• Strong understanding of the Commercial Banking channel, technology, and processes particularly complaint handling
• Knowledge of industry best practices, regulatory environment/requirements
• Thorough knowledge of the Bank\xe2\x80\x99s business lines products, processes, and technology solutions
• Excellent market research skills
• Ability to travel domestically as required
• Ability to work non-standard hours as required

Behavioral Competencies:

• 
  Customer Focus \xe2\x80\x93 Strong client orientation to support client and user experiences
• Results Focus \xe2\x80\x93 Acts with a sense of urgency with flexibility towards new or different ways of getting things done
• Communication \xe2\x80\x93 Strong business writing, excellent communication, interpersonal and negotiation skills to ensure business objectives are understood and accepted
• Innovation \xe2\x80\x93 Conceives and develops new solutions and formulate plans to contribute to bank strategy
• Influence \xe2\x80\x93 Ability to partner inside and outside of the organization to gain support of business decisions
• Team Leadership \xe2\x80\x93 Motivates team members by involving them to achieve goals
• Decision Making \xe2\x80\x93 Anticipates and reacts quickly to clients, technological, market and industry changes
• Problem Solving \xe2\x80\x93 Overcomes and diffuses volatile and stressful situations
• Analytical Thinking \xe2\x80\x93 Effectively uses research data, identifies trends and evaluates new solutions and services

#IN-CB #LI-Hybrid
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. 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.