Manager, Customer Concerns

Scotiabank•Toronto, ON

29d•Onsite

About The Position

The Manager, Customer Concerns plays a key role in supporting customers and contributing to the success of the Escalated Customer Concerns Office (Level 2) by managing complex customer complaints. With a strong focus on customer centricity, the Manager demonstrates exceptional verbal and written communication throughout the client journey. Working in an extremely fast-paced, high-volume environment, the role is responsible for delivering fair, timely, and effective resolutions that enhance the customer experience and support retention, while ensuring compliance with all regulatory requirements, internal policies, and procedures. Collaborating with branches, contact centres, and other business partners across the organization, the Manager fosters a customer-focused, performance-driven culture and helps balance customer needs with the Bank’s business objectives. Through strong relationship management, sound judgment, effective problem-solving, and clear communication, the Manager contributes to positive customer outcomes and supports the Bank’s reputation for service excellence.

Requirements

Customer complaint investigation and resolution
Customer advocacy and relationship management
Complex problem-solving and critical thinking
Written and verbal communication
Stakeholder collaboration and influence
Conflict resolution and emotional intelligence
Regulatory compliance and risk awareness
Sound judgment and decision-making
Organization, prioritization, and time management
Ownership and accountability
Leadership, continuous improvement, and a solution-oriented mindset
Ability to work independently and deliver results
Knowledge of Bank products and services, Enterprise Complaint Management System (ECMS), Sales Builder, AS400, and Copilot
Knowledge of Scotiabank’s business operations to support effective complaint management across the Bank
Knowledge of the complaint-management process, including situation assessment, problem-solving, and decision-making

Responsibilities

Demonstrate exceptional written and verbal communication skills, with the ability to provide thorough case documentation and tailor messaging to the audience, including clients, partners, and senior executives
Analyze complex situations, identify root causes, and determine appropriate resolutions and recovery actions
Build strong partnerships with branches, contact centres, business lines, and support functions to achieve customer-focused solutions, meet SLAs, and support continuous improvement
Exercise sound judgment in determining appropriate resolutions, compensation, and escalation strategies
Effectively engage with emotional, upset, or challenging customers while maintaining professionalism and empathy
Understand complaint-handling regulations, governance requirements, risk management, and applicable policies and procedures
Manage multiple complaints of varying complexity while meeting established regulatory requirements, standards, and SLAs, particularly during periods of high volume