Client Solutions Manager

3 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 204175

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

**Purpose of Job**:
Duration: 18-Month Contract

**Major Accountabilities**:
**1. Provide Contact Centre employees, clients, and business line partners with a professional, courteous and positive experience as a member of the T&S Client Solutions Team on a consistent basis by**:

- Following and demonstrating the iCARE (Commit, Adapt, Resolve, Empathize) attributes and the Client Experience Model (CEM). Discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments.
- Continuous development and maintaining detailed knowledge and understanding of industry related information, SiT product and service offerings, and all SiT platforms.
- Exercise discretion within approved authority limits in correcting problems promptly and indefensibly i.e.: goodwill’s, fee waivers, compensations, etc.
- Recognize and appropriately action opportunities for business retention and or business development as you come across situations to further build the client relationship with SiT and or Bank.
- Actively and effectively respond to lengthy, or high profile, sensitive or complex complaints.
- Taking inbound and outbound escalation requests from our clients and providing appropriate resolution.
- Providing responses to complaints verbally or in writing as needed.

**2. Contributes to the maximization of the Contact Centre efficiency by**:

- Be available to assist with trading overrides when needed
- Providing coaching to team managers to address with their frontline agents.
- Be available to take inbound phone calls as per business spike plan during peak volumes
- Accurately and effectively document and track all complaints coming through to identify and trend knowledge gaps for future training or skill builds and coaching opportunities.
- Being organized and maintain the necessary pending files (case queues) for the areas of responsibility including the regular review and count of items outstanding
- Acting as a liaison coordinating with various areas (i.e.: branch, third party service providers, etc.) as required to fully satisfy client issues in a timely fashion
- When appropriate, be able to facilitate and share knowledge in the New Hire Training program.
- Take on additional projects as assigned by Sr. Mgr. Client Solutions - Support, i.e.:

- Time sensitive call outs
- Client cases follow up, status update calls
- Projects that will result in improving our service

**3. Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities, reporting any unusual occurrences or fraudulent activity to a Sr. Mgr. promptly. Achieve and maintain required service level standards (i.e. adherence, customer commitment time, readiness) by**:

- Contributing to optimal efficiency of the Centre by ensuring productivity goals are attained
- Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key controls
- Adhering to all company/department policies, procedures and audit requirements
- Processing customer requests (inquiries, transactions, case work) in a timely and efficient manner
- Rearranges/prioritizes workload to adhere to business and regulators’ deadlines
- Adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), and any supplemental guidelines or codes of conduct applicable to SiT.
- Maintain CIRO licensing and supervisory approval in good standing at all times

**4. Participate actively in team activities/initiatives and take responsibility for self-learning and development by**:

- Demonstrating leadership with frontline agents and clients, setting high standards for client service and
- Professionalism
- Participate in and support initiatives for T&S and SiT.
- Contributing to effective team morale and employee relations through positive interaction with team members
- Taking ownership of Personal Development Plan and working with the reporting manager to identify skills, behaviors, and competencies required to achieve goals

**Education/Work Experience/Designations**

**Educational Requirements**:

- Fluency in French is required
- Post-secondary education in business and or other related discipline is preferred.
- Industry course minimum requirements include:

- Canadian Securities Course (CSC)
- Conduct and Practice Handbook (CPH)
- Derivatives Fundamentals and Options Licensing (DFOL)

**Work Experience/Skills**:
**To be successful in this position, the incumbent requires the following skills**:

- 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
- Minimum of 2 years of brokerage industry experience
- Strong verbal & written communication skills
-

  • Director of Client Solutions

    3 weeks ago

    Toronto, Ontario, Canada Disability Solutions Full time

    Job Description:The Director of Client Solutions will play a key role in ensuring the successful delivery of our facility management services. This individual will be responsible for managing relationships with clients, identifying opportunities for growth and improvement, and developing and implementing strategies to meet client...

  • Client Solutions Manager

    4 days ago

    Toronto, Canada Stalwart Insurance Brokers Full time

    **About Stalwart Insurance Brokers Ltd.** Stalwart Insurance Brokers Ltd. is a growing national life insurance brokerage looking to become one of Canada’s leading insurance brokers, by combining its industry expertise with a client-first approach. Stalwart values entrepreneurship and excellence, and is committed to rapid execution on its ambitious plans...

  • Solutions Manager

    2 months ago

    Toronto, Canada Vena Solutions Inc. Full time

    This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely._ Position Summary As our Solution Manager, you will be designing Proof of Concept solutions for our clients to demonstrate how the Vena platform works. You will be responsible for engaging with the Solutions...

  • Client Solutions Manager

    6 months ago

    Toronto, Canada Kepler Group Full time

    Kepler executes engineered marketing, where every message and ad delivered helps create a more personalized and productive relationship between brands and their consumers. We do this by acting as clients' agency of record, as their in-house team, or some hybrid of the two - and by harnessing data and technology across all paid digital media and data-driven...

  • Client Solutions Manager

    3 weeks ago

    Toronto, Canada Kepler Group Full time

    Kepler executes engineered marketing, where every message and ad delivered helps create a more personalized and productive relationship between brands and their consumers. We do this by acting as clients' agency of record, as their in-house team, or some hybrid of the two – and by harnessing data and technology across all paid digital media and data-driven...

  • Technical Client Solutions Coordinator

    4 weeks ago

    Toronto, Ontario, Canada InTouchLink Senior Living Solutions Full time

    At InTouchLink Senior Living Solutions, we are passionate about enhancing the lives of seniors and their families through our innovative communication platform. Our mission is to create a seamless experience that connects communities, fosters engagement, and empowers senior living communities to be the best versions of themselves.We value a collaborative and...

  • Client Services Manager

    6 months ago

    Toronto, Canada Pennine Security Solutions Full time

    Pennine Security Solutions Inc. We are looking for a strong Client Service's Manager to create and maintain long-term, trusting relationships with our customers. The Manager’s role is to oversee a portfolio of assigned customers, assist the HR Department with existing employees and work with all Departments to maintain current and develop new...

  • Client Solutions Manager

    2 months ago

    Toronto, Canada Gallagher Full time

    **Introduction**: Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll...

  • Client Solutions Manager

    2 months ago

    Toronto, Canada Gallagher Full time

    **Introduction**: Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll...

  • Strategic Client Solutions Manager

    1 month ago

    Toronto, Ontario, Canada Aviso Wealth Full time

    Aviso Wealth is a leading wealth management and investment services provider in Canada, with over $130 billion in total assets under administration and management. As a trusted partner for credit unions, portfolio managers, investment dealers, insurance companies, and introducing brokers, we deliver innovative solutions that empower our clients to succeed in...

  • Client Solutions Manager, Retail

    4 weeks ago

    Toronto, Canada Kepler Group Full time

    Kepler executes engineered marketing, where every message and ad delivered helps create a more personalized and productive relationship between brands and their consumers. We do this by acting as clients' agency of record, as their in-house team, or some hybrid of the two - and by harnessing data and technology across all paid digital media and data-driven...

  • Client Manager, Investor Solutions

    6 months ago

    Toronto, Canada TMX Full time

    Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we're connecting cross-functionally, traversing industries and geographies, moving opportunity into action,...

  • Client Solutions Manager, Private Client Services

    6 days ago

    Toronto, Canada Gallagher Full time

    About Us: Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by _The Gallagher Way_, our set of shared values and guiding tenets. A culture driven by our people, over 40,000 strong, serving our clients with customized solutions that...

  • Enterprise Regional Sales Manager

    7 months ago

    Toronto, Canada Radware Bot Manager Full time

    Enterprise Regional Sales Manager - Toronto - (24000029) **What is the job**: - Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise - Farm the regional base of active customers - up-selling and cross-selling. - Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised...

  • Client Solutions Specialist

    4 months ago

    Toronto, Canada Corus Entertainment Full time

    Corus is a driving force in the media industry with a diverse portfolio of strong brands that entertain and inform audiences through great storytelling and compelling content, reaching millions of people around the world every day. Our culture and our people are what make us, US. **We have a passion to connect with the world around us**: to express, to...

  • Portfolio Manager, Client Solutions Team

    4 weeks ago

    Toronto, Canada Connor, Clark & Lunn Financial Group Full time

    Portfolio Manager, Client Solutions Team Connor, Clark & Lunn Investment Management Ltd. Toronto, ON or Vancouver, BC We are a global institutional money manager based in Vancouver, BC and are the largest asset manager within the Connor, Clark & Lunn Financial Group. Having provided investment management services to...

  • Travel Nurse Case Manager

    3 weeks ago

    Toronto, Ontario, Canada HealthEcareers - Client Full time

    Medical Solutions is a leading provider of total workforce solutions in the healthcare industry, connecting nurses and allied health clinicians with hospitals and healthcare systems across the country. We're currently seeking a highly skilled Travel Nurse Case Manager to join our team.About the RoleWe're looking for a seasoned RN with expertise in...

  • Client Consultant

    7 months ago

    Toronto, Canada Moneris Solutions Full time

    (English version following at the bottom) **L'opportunité - Votre carrière à Moneris**: Ce poste relève du gestionnaire, Conseillers à la clientèle. L'objectif du poste est de maintenir la relation avec les clients afin d'offrir du soutien en matière d'ingénierie des ventes, d'intégration et de certification aux clients de Moneris, y compris la...

  • Account Manager and Client Solutions Expert

    6 days ago

    Toronto, Canada Iris Software Inc. Full time

    Iris Software Inc. is currently seeking an experienced Account Manager and Client Solutions Expert to join our team in Toronto, Canada.The estimated salary for this position is between $120,000 and $180,000 per year, depending on experience.Job Description:We are looking for a skilled professional who can cultivate and maintain strong relationships with key...

  • Bilingual Client Solutions Manager

    7 months ago

    Toronto, Canada Junction Collective Full time

    Must be bilingual (English/French) - Fully remote Our client is a leader in social media technology and services. Their mission is to provide cutting-edge social advertising solutions that allow brands to maximize their digital footprint and drive ROAS. They partner with all social platforms including Facebook / Instagram, TikTok, Twitter, Snapchat, and...