Client Solutions Manager

3 weeks ago

Old Toronto, Ontario, Canada Scotiabank Full time
About the Role

The Client Solutions Manager is a critical position within Scotia iTRADE, responsible for handling all client escalations and providing exceptional customer service. This role requires a subject matter expert with in-depth knowledge of trading and market mechanics, as well as excellent communication and problem-solving skills.

Key Responsibilities
  1. Client Escalation Management
  • Provide professional, courteous, and positive experiences for clients and business line partners.
  • Follow and demonstrate the iCARE attributes and the Client Experience Model (CEM).
  • Exercise discretion within approved authority limits in correcting problems promptly and indefensibly.
Contribution to Team Efficiency
  • Be available to assist with trading overrides when needed.
  • Provide coaching to team managers to address with their frontline agents.
  • 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.
Adherence to Bank Guidelines
  • Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities.
  • Report any unusual occurrences or fraudulent activity to a Sr. Mgr. promptly.
Participation in Team Activities
  • Participate actively in team activities/initiatives and take responsibility for self-learning and development.
  • Learn and embrace new procedures, technologies, and processes to maintain subject matter expertise knowledge.
Requirements

To be successful in this position, the incumbent requires:

  • 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).
  • Minimum of 2 years of brokerage industry experience.
  • Strong verbal & written communication skills.
  • Subject matter expert spanning the full range of trading and market mechanics including options trading, products & services offered, processes, and platforms.

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