Requisition ID: 223236
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Contributes to the overall success of the Client Experience Centre Operations in Global Client Experience Centres (GCEC) ensuring specific individual goals, plans, and 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.

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.

• Oversee the implementation of privacy frameworks, policies and procedures:

  • Maintain awareness of enterprise privacy policies and procedures, as well as any jurisdiction- specific addenda to the existing policies and procedures for Global Contact Centre servicing countries

  • Operationalize Enterprise Privacy Office (EPO) and Country-Specific Privacy Compliance initiatives with the assistance of the Global Client Experience Centres

  • Adheres to the policies as set out and promotes compliance within the Global Client Experience Centres

  • Ensure that Global Client Experience Centres are compliant with privacy training

• Manage and oversee Privacy Controls at the CCEC:

  • External Site Block- ensure streamlined process and exception process is in place for CCEC; oversee quarterly testing of site blocking

  • External email Block- ensure email blocking is in place for all advisors at the CCEC, streamline and liaise with the DLP team to ensure bank policies are working effectively to protect customer/employee PII from leaving the Bank networks

  • PII Protection Standards- ensure Standards are implemented across all sites (i.e. clean desk monitoring, escalations, etc) and represent the CCEC for all AHA/TAHA initiatives

  • Access to Data- oversee the management of data access requests to CEC systems and data. Ensure quarterly access review is done for non-CCEC access.

• Manage and oversee Access to Information Request under PIPEDA by ensuring all requests are actioned with regulatory timeframes.

• Manage all requests from Legal, eDiscovery, Corporate Security, and Judicial Documents Services for CEC records (call recordings, notes, etc.)

• Stay abreast of regulatory developments and industry best practices

  • Follow instructions communicated by the EPO or Country-Specific Privacy Officer as they relate to regulatory developments and changes to industry best practice.

  • Review access to information requests and consult with Office of the President/Country-Specific Compliance Officer as applicable

• Support and track Privacy Impact Assessments (PIAs) at the CCEC

  • Support the submission of PIAs to the portal and provide project/contract information as required

  • Respond to recommendations and detail reasons for accepting risk assessed by PIA

  • Act as a liaison with the EPO PIA team for GCEC initiatives

  • Review and provide feedback on letters of certification

• Manage Privacy-related incidents and breaches at the CCEC

  • Understand the contents of Scotiabank Privacy & Breach Management Procedures as well as the Personally Identifiable Information Program Standards (PIIPS)

  • Acts as the point person for known or suspected privacy breaches within the Global Client Experience Centres and escalates same in accordance with the Scotiabank Privacy Incident & Breach Management Procedures

  • Carries out initial containment measures in the event of a suspected privacy incident or breach and/or noncompliance with PIIPS

  • Works directly with EPO, Contact Centre Management in the management of large incidents and breaches and provides ongoing monitoring of privacy incidents and breaches

  • Provide reporting on incidents and breaches to Global Contact Centre management

• 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, 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:

• Undergraduate university degree in related discipline and/or minimum 5 years related work experience

• Thorough knowledge of Scotiabank/ Global Client Experience Centres regulations, privacy laws, policies and procedures, operations and functions

• Strong understanding of Canadian and International Banking's diverse operations, regulatory framework, operational processes and workflows.

• Proven ability to manage a team and multiple projects with tight and conflicting deadlines in a fast-paced, dynamic work environment

• Strong initiative, forward/strategic thinking and problem solving skills

• Demonstrated ability to write clear, concise reports as well as internal and external communications – strong communications skills

• Expert PC/software skills

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.