Manager, Concierge Support
2 weeks ago
Manager, Concierge Support (Bilingual Spanish) Job Overview As a Concierge Support Manager, Client Services & Solutions within Global Transaction Banking (GTB), you will provide dedicated technical support to the bank’s top-tier corporate clients. You will manage complex client relationships, resolve technical issues, and support the implementation and maintenance of electronic cash management services to ensure client satisfaction and operational excellence. Key Responsibilities Serve as the primary technical support contact for a portfolio of top-tier corporate clients. Manage and resolve complex technology incidents, including issue tracking, escalation, and coordination with internal resolution teams. Maintain detailed operational and customer profile documentation for customized client solutions. Collaborate with internal GTB departments and external partners (e.g., IT&S, MTO, Sales, and Product) to ensure timely service delivery. Support the onboarding of new services and application migrations for assigned clients. Proactively communicate service disruptions and IT&S alerts to clients. Act as a subject matter expert (SME) and escalation point for junior team members. Identify opportunities to improve support processes and documentation to enhance client satisfaction. Advocate for client needs and process improvements by liaising with senior management. Ensure compliance with operational risk, regulatory, and conduct risk frameworks. Required Skills Expert‑level knowledge in electronic cash management, especially in payments. Bilingual in Spanish (required). Strong technical background through education or work experience. Experience managing client relationships in a financial services or banking environment. Proven ability to lead and mentor team members in a high‑performance setting. Strong problem‑solving skills and the ability to navigate complex investigations. Familiarity with operational risk, regulatory compliance, and AML/ATF frameworks. Excellent communication and collaboration skills across departments and with clients. Ability to work non‑standard hours as needed in a fast‑paced environment. Experience with process improvement and documentation best practices. Commitment to fostering an inclusive and supportive team culture. Benefits & Perks A rewarding career path with diverse opportunities for professional development. Competitive rewards program including annual bonus, flexible vacation, personal and sick days, and comprehensive benefits starting on your first day. Commitment to diversity, equity, inclusion & allyship with inclusive culture and employee resource groups. Accessibility and workplace accommodations available to all employees. LocationToronto, Ontario, Canada Scotiabank is committed to providing accommodations for candidates during the recruitment process. If you require technical assistance, please contact the Recruitment team. #J-18808-Ljbffr
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