Job Description

Requisition ID: 238048



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



The Senior Manager contributes to the overall success of the CCAO in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. The incumbent independently manages escalated complaints in a manner that protects and enhances the reputation of Scotiabank while supporting the relationships between Scotiabank and its Canadian customers. The incumbent provides oversight, direction, coaching and development to direct report(s) who are also tasked with managing Investigations.

Is this role right for you? In this role you will:

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Contribute to a high performing team by adhering to our ScotiaBond values and promoting a client centric experience that creates value to our clients. Contribute to the Bank's internal complaint resolution process by effectively handling complaints escalated to the CCAO by:
+ managing high-profile, dangerous or contentious complaints and providing advice/counsel/guidance to investigations team
+ independently investigating all aspects of the complaint thoroughly and efficiently, garnering key information on behalf of both the customer and the Bank to come to a fair and objective solution for all parties concerned
+ reviewing and evaluating the reviews completed previously by the second level of the complaint resolution process (Escalated Customer Concerns Office, Wealth Management Compliance)
+ assessing potential financial and reputational risks and facilitating resolutions that prevent further escalation and protect the reputation of the Bank
+ working with clients and the Bank's business units in an effort to arrive at a fair and reasonable resolution within established turnaround times
+ preparing clear and concise written documentation to effectively communicate case resolution to the client.
Provide leadership and guidance to direct reports by:
+ regular coaching and feedback on position objectives to ensure team fulfill roles and responsibilities
+ identification of skill gaps and execution of action plan to close gaps
+ regular guidance and effective feedback delivery
Effectively manage team costs Exhibit a clear understanding of the business practices and policies/procedures of Scotiabank, with particular emphasis on the retail/small business banking and investment/brokerage areas by referring to all applicable internal and external resources for clarification/validation and maintaining awareness of updates and/or changes to policies and procedures as part of the normal course of business. Collect all appropriate evidence (including material through interviews) and maintain accurate and comprehensive case files. Use individual investigations to identify specific changes to the Bank's products, policies and procedures as applicable and making specific recommendations to the Ombudsman for further review Create and manage strong working relationships with other units in the Complaint Resolution Process both within the Bank and outside the Bank (e.g. The Office of the Ombudsman for Banking Services and Investments (OBSI); the Ombudsman for Banking Services and Investments (OBSI), the Canadian Bankers Association (CBA); counterparts at other Canadian financial institutions) by establishing and maintaining regular contact with counterparts. Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions. Contribute to the improvements of the Bank's products, policies and procedures by identifying any such improvements and bringing those recommendations to the CCAO leadership team for consideration. Actively pursues effective and efficient operations of his/her respective areas, 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.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

Related experience, educational background and/or strong working knowledge of the banking and investment industry Superior oral and written communication skills to deal professionally with customers, other Scotiabankers (including senior business line leaders) and external regulators Superior judgment to make sound recommendations and negotiate agreements/settlements diplomatically on assigned cases and, in particular, where the issue may be highly contentious. Thorough knowledge of the Bank's business and consumer processes as well as the regulatory environment (PIPEDA, AML, OBSI, CBA, IIAC)

What's in it for you?

Support all Regions and business lines in Canada. Knowledge of Financial Consumer Agency of Canada, Ombudsman for Banking Services and Investments Complex caseload volumes are varied and out of the direct control of the department Exercises significant autonomy and responsibility in making recommendations and resolving complaints.


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.