Manager Customer Concerns TIFL; bilingual French English

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Requisition : 273149

At Tangerine,we’reredefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration.

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking,we’recommitted to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work.

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? Ifyou’rea high performer looking to accelerate your career and reimagine the banking landscape, this is your moment.

Let’sshape the future of banking together!

Purpose

Contributes to the overall success of the Complaints Centre of Excellence (CCE) in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted are compliant with governing regulations, internal policies and procedures.

The Manager Customer Concerns TIFL supports the Wealth Management Complaints and Investigations program with primary accountability for Tangerine Investment Funds Ltd. (TIFL) regulatory complaints, including regulatory reporting and response obligations. The role also maintains secondary accountability for Scotia Securities Inc. (SSI) and Financial Consumer Agency of Canada (FCAC) cases, as required.

Accountabilities:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively 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.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Ensuring thorough analysis of complaints, including conducting suitability assessments, performing profit/loss calculations, and preparing substantive responses for clients
• Adhering to all department Service Level Agreement standards and any regulatory required timelines
• Communicating effectively with clients to address inquiries and provide clear, comprehensive information regarding complaints and investigations

Operational Efficiencies & Improvements – Continuously drive operational excellence by:

• Identify cases involving significant risk to Scotiabank, assess actual and potential risks, and elevate as appropriate
• Contributing to the ongoing efficiency of the Complaints and Investigations team by collaborating with internal service providers and support units, such as Operation groups, Contact Centers, etc.
• Assisting with managing team email inboxes and maintaining complaints logs to streamline workflow and improve operational processes
• Monitoring trends to proactively address potential risks and submit recommendations to senior management
• Challenging the status quo by identifying improvements in products, processes, services, and policies, and submit…