Team Lead, Operational Support

6 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 196890

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

Position: Specialist, Operational Support and Reporting / Inbound Fraud / Fraud Management

**Purpose**
Leads reporting for and supports the Inbound Fraud department ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.
Strategically lead and manage key operational support and compliance initiatives to ensure operational resilience, a high level of service integrity and seamless continuity, including during the absence of frontline managers within the Inbound Fraud department. Ensure all business strategies and initiatives align with regulatory standards and internal protocols.

**Is this role right for you? In this role, you will**:

- Employ a proactive approach to enhance reporting, compliance activities, and driving efficiency and adherence to the Bank's standards.
- Ensures comprehensive oversight of department volumes and productivity through daily, weekly and monthly reporting including all necessary compliance reports.
- Conduct routine monthly call listening activities (as mandated by Fraud Governance) to ensure adherence to established standards, identify areas for improvement, and provide actionable feedback to enhance service quality and customer experience.
- Acts as the primary point of contact to address all inquiries from the Escalated Customer Concerns Office (ECCO) in a timely and efficient manner.
- Through effective leadership and a keen understanding of both managerial and operational demands, acts as a crucial bridge ensuring the robustness of operational frameworks and efficiency of team practices.
- Identifies and supports training and developmental needs of team members.
- Establish a streamlined operational environment by implementing process-centric strategies, fostering collaborative dynamics, and providing proactive support:

- Provide front-line coverage during peak times with high volumes, stepping in to assist in managing workload and ensuring seamless service delivery.
- Applies expert knowledge of products, services, and policies, along with proven complaint-management and conflict resolution techniques to support team needs and resolve client concerns.
- Ensure the Knowledge Management Portal (FMG) is meticulously updated and maintained with all necessary Fraud Inbound updates, notifications, and resources, facilitating accurate and up-to-date information accessibility for the team, thereby supporting operational effectiveness and continuous learning.
- Provide coverage for front line managers during absences, ensuring continuity in leadership and maintaining the operational integrity and service standards of Fraud Inbound.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which their team 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.

**Education / Experience / Other Information**
- Post-secondary education in business and/or other related discipline is preferred.
- 5+ years of Fraud knowledge / industry experience
- 3+ years of Call Center experience
- Excellent interpersonal skills and the demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support
- Strong verbal & written communication skills
- Strong multi-tasking capabilities coupled with strong organizational and prioritization skills
- Demonstrate strong, creative problem solving and analytical abilities
- High degree of flexibility required to adapt to wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment
- Bilingual French/English is considered an asset

**Working Conditions**
- Work in a standard office-based environment; non-standard hours are a common occurrence hours of operation will align with operational hours of the Inbound Fraud Team. The incumbent works in Contact Centre environment, in which extended/non-standard operating hours are required to accommodate service level agreements. As such, the incumbent may be required to work outside of standard hours during peak season and/or periods of increased volumes, including Statutory/General holidays.
- Continuous operation: operating Monday to Friday, 9:00am to 5:00pm

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 an

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