Manager, Client Advocacy - Canadian Commercial Banking

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Manager Client Advocacy, Canadian Commercial Banking (Toronto) role is responsible for supporting the Canadian Commercial Banking complaint model by focusing on continued adoption and sustainment of the process, assisting in complaint investigations/resolutions, and improving the overall client experience. This role involves reviewing and analyzing ECMS data, building robust reporting, identifying best practices, and soliciting feedback from business partners. The Manager will be an active leader in managing and recommending overall client experience design within Canadian Business Banking. The position champions a customer-focused culture, communicates complaint details and resolutions to business partners, and engages with appropriate partners to provide recommendations for making it easier to do business with the bank. They will act as an advocate for the complaint handling process, educating others on managing client dissatisfaction and instilling a "Client First" mindset. The role requires creative thinking to continuously improve client interactions, proactive guidance on complaints management, consultation on escalation points, insights on processes, and risk mitigation. The Manager will support management with tracking and sustaining documents and complaints numbers, keeping leadership informed on trends and key issues. A key aspect is becoming a subject matter expert by leveraging trends and competitive analysis to identify gaps, root causes, and operational shortfalls that detract from the client experience. The role also requires understanding the Bank's risk appetite and culture, and actively pursuing efficient operations in accordance with Scotiabank's Values, Code of Conduct, and Global Sales Principles, ensuring adequate business controls for operational, compliance, AML/ATF/sanctions, and conduct risk. Finally, the Manager champions a high-performance and inclusive work environment.

Requirements

Post-secondary education: University Degree and / or relevant work experience within Banking (i.e., client facing, operations and sales) and its partners with a minimum of 3 years of experience
Advanced to Expert proficiency with Microsoft Office - specifically PowerPoint and Excel
Strong research capabilities to obtain background information and insight for projects that cover wide variety of operational processes, credit risk and cash management products with which the incumbent may or may not be thoroughly familiar
Strong understanding of the Bank and its business lines (and/or with the desire to learn about commercial banking), technology, and processes particularly complaint handling
Knowledge of industry best practices, regulatory environment/requirements
Knowledge of project management methodologies and experience leading/supporting projects and writing user stories
Thorough knowledge of the Bank’s retail application systems, business line products and processes
Sense of urgency and ability to exercise good judgement in situations without precedent is key to success

Nice To Haves

Bilingual English / French an asset
Ability to travel occasionally (domestically) as required
Ability to work non-standard work hours as required

Responsibilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Communicate with business partners and product owners the details of complaints and their resolutions, to guide outcomes based on experience
Engage with appropriate partners and business Lines to provide recommendations with a “making it easier to do business with us” focus, consults on potential enhancements
Be an advocate for the complaint handling process by helping educate and elevate knowledge on how to manage client dissatisfaction and instilling the “Client First” mindset
Think creatively and strive to continuously improve our client interactions, be proactive in offering complaints management guidance, consultation on escalation points, insights on processes and risk mitigation
Support management with tracking and sustaining documents/material and complaints numbers (i.e., version control, updating information, managing translations) while maintaining leadership informed on latest trends and key issues
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’s 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’s 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.
Support and contribute to the development of Canadian Commercial Banking complaint model
Accountable for compliance with all FCAC SLA’s
Clearly demonstrate creativity and strategic thinking by identifying and acting upon opportunities to optimize the Commercial Banking Complaint Handling processes through the development and implementation of client focused initiatives designed to ensure compliance with the latest regulatory requirements
Effectively represent the CBB to a variety of audiences (internal, partners etc.)
Provide consultation to other departments and business lines within the Bank based on their subject matter expertise.