Manager, Complaints and Investigations, Global

3 weeks ago

Toronto, Canada Scotiabank Full time

Requisition ID: 210463

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

**Purpose**

Support the Wealth Management Complaints and Investigations program, covering the various Canadian Wealth Management entities in the Scotiabank Group, in handling client complaints, escalated complaints to regulators and external complaints bodies, regulatory reporting and response obligations.

**Responsibilities**:

- Assess, analyze and investigate client complaints as assigned, including:

- Determine the nature of the complaint, and assess whether the complaint should be reported to the relevant SRO;
- Perform a detailed analysis including a review of advisor submissions, account documentation, file notes and communicate with clients, advisors and other internal departments for further details as required;
- Conduct suitability assessments;
- Perform profit/loss calculations and construct model portfolios; and
- Prepare substantive responses to clients based on the analysis and merits of the complaint for the Senior Manager, Compliance, Complaints & Investigations to review.
- Handle Provincial/National/SRO regulatory inquiries effectively in a timely manner.
- Prepare materials in response to regulatory inquiries, examinations and investigations and assist legal counsel as required in preparing cases for arbitration, SRO disciplinary proceedings or civil litigation.
- Collaborate with other service providers/support units, such as, Scotiabank Operations groups, Escalated Customer Concerns Office, Contact Centres.
- Assist with the maintenance of various complaints logs for complaints and investigations as assigned.
- Evaluate and make recommendations for the development/enhancement/clarification of policies, practices, procedures, and/or systems changes necessary to support ongoing compliance, including recommending policy and procedure changes based on complaint experience and regulatory events to correct incidents of non-compliance (and prevent their reoccurrence) and weaknesses in policies, practices, procedures, systems and/or training.
- Other duties and projects as may be assigned.

**Education/Experience**
- College Diploma or University Degree
- Minimum 5 years of related experience at a large financial institution or established securities or another financial services activity regulatory agency
- Relevant securities courses, e.g. Canadian Securities Course and Conduct and Practices Handbook Course offered by the Canadian Securities Institute
- Experience working in or with Wealth Management considered an asset
- Experience managing a team considered an asset
- General understanding of Canadian regulatory and industry trends related the skills to translate requirements into efficient and effective, policies, procedures, controls, systems and training
- An enquiring mind, excellent judgment, strategic thinking skills and attention to detail
- Excellent written and verbal communication skills and a proven ability to develop and implement solutions to complex issues
- Ability to learn and adapt to rapidly changing regulatory and business environments
- Able to work independently and with other staff across functional lines within the Bank
- Bilingual (English and French) would be an asset

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 and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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