Director, Customers Concerns

5 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 194063

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

Leads and oversees the Escalated Customer Concerns Office (ECCO) ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. The Director is responsible for providing strategic leadership to a team of Senior Managers and Managers in the resolution of customer concerns enterprise wise. A high profile position which is required to regularly interact with senior executives throughout the bank and with media relations. To that effect, the exercise of sound judgment in escalating appropriately to senior executive for any specific concerns involving potential media exposure, reputational risk and/or excessive loss to the Bank is paramount.The Director is also responsible for liaising with International Locations for all International complaints directed to the Bank’s President, Senior Executives or Board of Directors and ensuring these complaints are addressed appropriately with systemic issues identified and escalated for resolution as per Scotiabank’s standards. The Director is expected to promote a performance oriented culture that is focused on our customers, enhancing our leadership depth diversity and deployment, better serving our customers while reducing structural costs, driving our digital transformation and aligning our business mix with deeper customer relationships.

**Is This Role Right for You? In this role, you will**:

- Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- 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.
- Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
- Leadership - Provides strategic direction to the team by:

- Promoting customer retention while protecting the long-term interests of Scotiabank through the effective management of the ECCO;
- Creating and maintaining a best-in-class complaint-handling operation in the Escalated Customer Concerns Office, including approving the resolutions to high-profile complaints, especially those directed to Senior Executive and members of the Board of Directors;
- Establishing and taking responsibility for meeting or surpassing goals for customer satisfaction / employee satisfaction and internal partner satisfaction for the ECCO as applicable;
- Working with Enterprise Risk to establish appropriate Key Reputational Risk Indicator(s) (KRRI) to inform Senior Management of relevant statistics and potential concerns; and
- Creating & maintaining a highly motivated team at the Escalated Customer Concerns Office.
- Business Plan Execution - Oversees the effective complaint management activities within Scotiabank by:

- Ensuring that Scotiabank’s complaint-handling process conforms to Bank Act requirements;
- Providing advice & counsel to the President and Senior Executive on specific customer complaints and keeping Senior Executive aware of cases involving potential reputational damage to Scotiabank;
- Ensuring the resolution of specific complaints at the ECCO includes coaching & training as appropriate to our partners in the frontline to assist them with future complaints;
- Actively liaising with the Customer Complaints Appeal Office (CCAO), Compliance, Global Communications and Legal, to ensure responses to high-profile cases reflect the long-term interests of Scotiabank;
- Working with Compliance who oversees the interactions with federal regulators (Financial Consumer Agency of Canada and Office of the Privacy Commissioner of Canada and Autorité des Marchés Financiers) concerning specific complaints to ensure the most effective process for the interactions with Scotiabank and these regulators.
- Preparing & delivering presentations on effective complaint management;
- Reviewing as applicable training/coaching materials related to complaint handling for frontline employees ensuring that standards and procedures are effectively communicated to front line employees; and
- Participating as applicable in the design of an automated complaint-tracking system for all front-line units

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