Requisition ID: 209265
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Manager Client Advocacy, Canadian Business Banking

Purpose

To leverage every source of client feedback to drive change, innovation and enhancements to the way our clients do business with us. We want to identify and address systemic issues that impact the experience of our clients, so they become advocates of our brand.

As the Manager Client Advocacy, you will be responsible for supporting the Canadian Business Banking complaint model by focusing on continued adoption and sustainment of the process, assist in complaint investigations/resolutions and improving the overall client experience. You will review and analyze the ECMS data, build robust, accurate and detailed reporting, identify best practices and solicit feedback from business partners. You will be an active leader in managing and recommending overall client experience design within Canadian Business Banking.

Accountabilities:

• 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.

Education / Experience / Other Information:

• Post-secondary education: University Degree and / or relevant work experience within Banking (i.e., client facing, operations and sales) and its partners (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
• Bilingual English / French an asset
• 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
• Frequent in person interaction both in office and defined venues
• Sense of urgency and ability to exercise good judgement in situations without precedent is key to success
• Ability to travel occasionally (domestically) as required
• Ability to work non-standard work hours as required

Dimensions:

• The incumbent will support and contribute to the development of Canadian Business 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.

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence.

Location(s): Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : British Columbia : Vancouver || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa
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.