Team Lead, Client Services

2 weeks ago

Ottawa, Canada Scotiabank Full time

 

 

 

 

Requisition ID: 210843

 

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

MD Management Limited, a division of Scotia Wealth Management, has an exciting opportunity for a talented, enthusiastic, and client-focused Team Lead, Client Services to join our team.


As a Team Lead, Client Services you will Contribute to the overall success of the Virtual Channels, Wealth Services in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business targets and objectives.  Reporting to the Manager, Client Services and Trade Centre, you will be responsible for the day- to-day oversight and direction of a team of both licensed and unlicensed Representatives.  You will work closely with other leaders to coach and guide staff relative to the achievement of departmental goals and objectives and provision of an exceptional client experience.

 

Is this role right for you? In this role you will:
    

  • Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Coach and provides feedback to staff to ensure quality standards and expected performance results are met. 
  • Mentor staff relative to client inquiries, including affording recommendations for appropriate compensation and resolution of errors.
  • Provide support to clients and/or senior management on escalated client cases and act as a liaison between Head Office and Regional Offices, providing recommended solutions as required. Ensures client escalations are managed and resolved in an efficient and timely fashion. 
  • Be responsible for assisting the Manager, Client Services and Trade Centre with the development of plans to support future corporate requirements and outbound calling programs.
  • Be accountable for planning and delivering training programs to support team member growth and development. 
  • Be responsible for hiring and developing a highly motivated and service-oriented team.  This includes identifying and implementing dynamic and innovative methods of staff recruitment, development and training, performance evaluation, recognition, compensation, and career progression.
  • Be accountable for protecting the interests of MD Management Limited and our clients by demonstrating the due care and consideration required to avoid errors associated with trade execution.
  • Be accountable for developing and maintaining detailed knowledge relative to MD products and services, market conditions, interest rates and other financial industry news.
  • Utilize solid understanding of the financial services industry and its variety of services, investment account types and financial instruments such as mutual funds, ETFs, bonds and equities.
  • Possess a high level of understanding of the rules governing RRSPs, TFSAs, FHSAs and non-registered investments, along with their related tax implications to effectively manage a variety of client requests while ensuring that both the interests of the client and MD remain top priority.
  • Create an environment in which their team pursues effective and efficient operations of their respective
  • areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet
  • obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Participate as a member of project teams to support new initiatives.
  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.


The Must Haves:

 

  • University degree or college diploma in business, commerce, or equivalent professional experience.
  • Front-line experience within a contact centre and/or in the financial services industry.
  • Approved as a Registered Representative in good standing with CIRO.
  • Completion of the Canadian Securities course, the Conduct and Practices Handbook and 90- day training program.
  • Current Life Insurance (LLQP) or willingness to attain such within a specified period.
  • Demonstrated experience in developing and leading teams.
  • Demonstrated knowledge of financial services rules and regulations coupled with a thorough understanding of trading policies and procedures.
  • Ability to communicate fluently in both of Canada’s official languages; Excellent oral and written communication skills.
  • Knowledge of MDFM products and services.

Location(s):  Canada : Ontario : Ottawa || Canada : British Columbia : Vancouver || Canada : Nova Scotia : Halifax || 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.  

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. If you require technical assistance, please click here. 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.

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