Client Solutions Manager, Scotia iTrade

Requisition

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—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 indefiantly (e.g., goodwill fee waivers, compensations, etc.).
• Recognize and appropriately act on opportunities for business retention or business development as situations arise to further build the client relationship with SiT and/or Bank.
• Actively and effectively respond to lengthy or high‑profile, sensitive or complex complaints.
• Take inbound and outbound escalation requests from our clients and provide appropriate resolution.
• Provide 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.
• Provide 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.
• Act 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, e.g.:
  • 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 (e.g., adherence customer commitment, time readiness) by:

• Contribute to optimal efficiency of the Centre by ensuring productivity goals are attained.
• Minimize risk and losses by knowing and adhering to Scotiabank's policy procedures and key controls.
• Adhere to all company/department policies, procedures and audit requirements.
• Process customer requests (inquiries, transactions, case work) in a timely and efficient manner.
• Rearrange/prioritize workload to adhere to business and regulator deadlines.
• Adhere to Scotiabank's policies and procedures,…