Senior Manager, Investigations

Join to apply for the Senior Manager, Investigations role at Scotiabank . Requisition ID: Join a purpose‑driven winning team, committed to results, in an inclusive and high‑performing culture. The Senior Manager contributes to the overall success of the CCAO in Canada, ensuring specific individual goals, plans, and initiatives are executed and delivered in support of the team’s business strategies and objectives. The incumbent independently manages escalated complaints, protects the bank’s reputation, and provides oversight, direction, coaching, and development to direct reports who manage investigations. Responsibilities Champion a customer focused culture to deepen client relationships and leverage broader bank relationships, systems, and knowledge. Contribute to a high‑performing team by adhering to ScotiaBond values and promoting a client‑centric experience that creates value for clients. Handle complaints escalated to the CCAO, including high‑profile, dangerous or contentious complaints, providing advice, guidance, and counsel to the investigations team. Investigate all aspects of complaints thoroughly and efficiently, gathering key information to arrive at fair and objective solutions. Review and evaluate previous reviews completed by the second level of the complaint resolution process (Escalated Customer Concerns Office, Wealth Management Compliance). Assess potential financial and reputational risks, facilitate resolutions that prevent further escalation, and protect the bank’s reputation. Work with clients and business units to arrive at fair and reasonable resolutions within established turnaround times. Prepare clear and concise written documentation to communicate case resolutions to clients. Provide leadership and guidance to direct reports, including regular coaching, feedback, skill‑gap identification, action‑plan execution, and cost management. Maintain accurate and comprehensive case files, collect appropriate evidence, and use investigations to identify changes to products, policies, and procedures. Build strong working relationships with other units in the Complaint Resolution Process, both within and outside the bank. Understand and incorporate the bank’s risk appetite and culture into day‑to‑day decisions. Recommend improvements to products, policies, and procedures for CCAO leadership consideration. Ensure adherence to operational risk, regulatory compliance, AML/ATF risk, and conduct risk frameworks. Champion a high‑performance environment and implement a people strategy that attracts, retains, develops, and motivates the team. Skills & Qualifications Related experience, educational background, and/or strong working knowledge of the banking and investment industry. Superior oral and written communication skills, able to handle customers, senior business leaders, and external regulators. Superior judgment to make sound recommendations and negotiate agreements or settlements diplomatically on assigned cases. Thorough knowledge of the bank’s business and consumer processes and the regulatory environment (PIPEDA, AML, OBSI, CBA, IIAC). Benefits & Opportunities Support all regions and business lines across Canada. Knowledge of Financial Consumer Agency of Canada, Ombudsman for Banking Services and Investments. High level of autonomy and responsibility in recommending and resolving complaints. Location: Toronto, Ontario, Canada. Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, families, and communities achieve success through a broad range of advice, products, and services. If you require accommodation during the recruitment 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; however, only those selected for an interview will be contacted. At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and we are committed to creating and maintaining an inclusive and accessible environment for everyone. #J-18808-Ljbffr