Senior Manager, Client Advocacy and Feedback, Canadian Commercial Banking, Toronto

Scotiabank • Toronto, ON

2d • Onsite

About The Position

The Senior Manager, Client Advocacy and Feedback (CCB) is the subject matter expert for the Feedback Workstream for Canadian Commercial Banking including – Feedback Enterprise Complaints Management, Enterprise Client Experience. This will include the identification of best practices, awareness of industry practices, solicit feedback from partners to optimize Complaint Management handling and Client Experience. They will be an active leader in managing and recommending overall customer experience design. This role contributes to the overall success of Canadian Commercial Banking by ensuring individual goals, plans, and initiatives are executed to support team business strategies and objectives, and that all activities comply with governing regulations, internal policies, and procedures.

Requirements

• Understanding of the Commercial Banking channel, technology and processes.
• Sense of urgency and ability to exercise good judgement in situations without precedent is key to success.
• Strong knowledge of Microsoft applications (including Word, Excel, and Power Points) and Power BI.
• Knowledge of industry best practices, regulatory environment/requirements.
• Knowledge of project management methodologies and experience leading/supporting projects.
• Excellent market research skills.
• University Degree or relevant field experience.

Nice To Haves

• Strong knowledge of the Bank’s business lines, products, processes and technology solutions is an asset.

Responsibilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Supports strategy recommendations, regulatory requirements and developments that enhance new Complaint Management Handling as required according to Bill C-86 with a focus on the customer and employee experience.
• Maintains a superior level of knowledge of the complaint handling in the channel, leveraging competitive intelligence and leading ongoing analyses to identify gaps and opportunities for operational efficiencies.
• Supports the tracking, monitoring and communication of progress against defined Expectations and baselines (ex. Quarterly dashboards, briefing documents, Executive presentations) to ensure adoption, adherence and successful delivery of client experience.
• Creates and manages strong working relationships with other units in the Complaint Resolution Process and Client Experience Process both within the Commercial Banking and the Bank.
• Reviews, analyzes and identifies Field (indirect client) feedback on continuous improvement opportunities for efficiency and service optimization.
• Identifies and engages business partners to collaborate on opportunities and create efficiencies.
• Researches existing procedures, systems, structures, and volumes to identify the size of the opportunity and potential benefits.
• Documents and champions the change with leadership and partners which includes outlining risk/mitigants, benefits and impacts to people, process and technology.
• Collaborates in the definition of sustainment and monitoring plans.
• Works with partners to develop communication and training as required.
• Obtains feedback and suggestions for any necessary refinements for a recommended solution.
• Reviews all policy/legal procedural aspects with appropriate departments/stakeholders/associations to ensure solutions conform with Regulatory and Audit requirements.
• Leads and supports collaboration with partners and Business Lines to develop customer focused solutions to meet business needs.
• Understands 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 their 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.

Benefits

• Personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
• Inclusive and accessible environment for everyone.
• Accommodation during the recruitment and selection process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior