Requisition ID: 213441
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Responsible for ensuring compliance with regulatory expectations regarding client complaint handling

for various Canadian Wealth Management entities within the Scotiabank Group.

Accountabilities

• Oversees complaints and ensures their handling, including client responses, comply with

relevant securities laws, regulations and policies established by securities regulators including CIRO and the AMF.

• Leads the development, maintenance and execution of supporting policies, procedures, manuals,

guides etc. for oversight of the Wealth Management complaint handling process, and provides input to any proposed new or amendments to existing regulations impacting the Wealth Management complaints program.

• Collaborates with other service providers/support units (e.g., Scotiabank Operations groups,

Escalated Customer Concerns Office, Contact Centres).

• Collaborates with Director to foster customer trust, satisfactory relationships with regulators,

minimize risk of financial loss, damage to reputation, regulatory sanction and litigation, fines or

penalties to Scotiabank.

• Collaborates with compliance staff and business units by responding to queries related to

complaints, legal proceedings, regulatory matters, compliance policies and procedures.

• Collaborates to co-ordinate/manage regulatory examinations, internal audit reviews or any

investigations by either a regulator or Scotiabank as requested and under the direction of the

Director of Wealth Management Complaints.

• Provides support to the Director of Wealth Complaints by ensuring adequate oversight of the regulatory complaints team by conducting status reviews, ensuring complaints are handled and regulatory issues are dealt with and resolved in a timely manner.

• Reporting:

• Internal Ad hoc, Monthly, Quarterly and Annual reporting as required to Enterprise Compliance, CB/GWM Compliance, business committees and/or governance committees;

• External reporting of any queries that require a formal response or submission to a regulator; ensure regulatory reporting is performed by the team for METS and COMSET events;

• Negative trends and any known or perceived weaknesses in policies, practices, procedures, systems, staffing or training which could lead to non-compliance or risk of loss

• Submit reports as directed by the Director/CCO, including progress on implementation of new policies and procedures or corrective actions required

• Participate in the preparation of any trending analysis summarizing the results of regulatory complaints and investigations

• Any other reporting requests from CCOs, CB/GWM Compliance or regulators, as required.

• Participates in overseeing, coordinating and/or assisting with regulatory reviews and

information requests related to the Canadian Wealth Management entities within Scotiabank

• Fosters the effective and efficient operations of the Complaints team to meet all associated regulatory and business requirements.

Education/Experience

• University Degree

• Minimum 5 years of related experience at a large financial institution or established securities or

another financial services activity regulatory agency

• Relevant securities courses, e.g. Canadian Securities Course and Conduct and Practices

Handbook Course offered by the Canadian Securities Institute

• Experience working in or with Canadian Banking or Wealth Management considered an asset

• General understanding of Canadian regulatory and industry trends related the skills to translate

requirements into efficient and effective, policies, procedures, controls, systems and training

• An enquiring mind, excellent judgment, strategic thinking skills and attention to detail

• Excellent written and verbal communication skills and a proven ability to develop and implement

solutions to complex issues

• Ability to learn and adapt to rapidly changing regulatory and business environments

• Able to work independently and with other staff across functional lines within the Bank

• Bilingual (English and French) is an asset

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. If you require technical assistance, please click here. 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.