Client Solutions Manager, Scotia iTRADE

Requisition ID:

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

Purpose of Job:

The Client Solutions Manager is the last point of client escalation within Scotia iTRADE. They are responsible for handling all client escalations; verbal and written, that are received through different channels, such as leadership team, calls, emails, etc. They are also responsible for supporting complaints handled and received by the regulators, partners and other teams within the back such as, Compliance, Legal, OBSI, CIRO, etc.

The Client Solutions Manager is a subject matter expert on product knowledge including trading expertise and market mechanics, processes, policies, platforms and system functionality. They are responsible for contributing to the overall success of Trading & Service, specifically in the areas of Client Satisfaction, Financials including business development opportunities, Operations (efficiency and effectiveness) and People (contributing to the knowledge levels of our staff).

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:

• Learning and embracing new procedures, technologies, and processes to maintain subject matter expertise knowledge
• 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

Educational Requirements:

• 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)

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
• Fluency in French is an asset
• Subject matter expert spanning the full range of trading and market mechanics including options trading, products & services offered, processes, and platforms.
• Demonstrated coaching experience is an asset
• Demonstrated excellence using iCARE attributes and CEM
• Display the ability to have strong multi-tasking capabilities
• Excellent time management, organizational, and prioritizing skills to meet business and regulatory deadlines
• 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
• Strong knowledge of technology used to support trading and service functions is an asset

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will be required to work closely with other groups from head office who operate primarily in English and they will serve and English-speaking clientele.

Location(s): Canada : Quebec : Montreal

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.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.