Senior Manager, Reporting and Operational Effectiveness - Customer Complaints Appeals Office (Ccao)

Requisition ID: 211671

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

Contributes to the overall success of the CCAO in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. The incumbent provides oversight, direction, coaching and development to direct reports covering the department's programs relating to Audit & Compliance, Risk Management Frameworks, Data Integrity, Regulatory Reporting and Customer Experience. Incumbent is also responsible to support and/or lead special projects, as assigned, which may be commissioned internally by CCAO Leadership, internally by a Bank partner, or externally by a Regulator.

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

• Champion a customer focused risk management culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Maintain overall accountabilities for all processes created by team and/or external sources, ensuring they are effective, executable and contribute to an excellent employee and customer experience by providing direction and feedback on processes designed by team, including collaborating on highly complex processes and successfully influencing process changes with stakeholders

• Monitor and provide oversight, direction, support and coaching to direct reports who:

  • keep the Bank, customers, and the department safe by designing and implementing policies and procedures to ensure adherence to the overall defined Audit & Compliance program through the lens of the Bank's Risk Appetite Framework

  • implement system changes and enhancements in order to improve Regulatory adherence while mitigating systemic risk

  • acts as a key internal control to monitor and assess compliance with regulatory requirements and internal policies for the investigations teams

  • accountable for data stewardship which informs all of the outflowing reporting (both internal and external)

• Act as the primary person responsible for compiling/producing Regulatory Required reporting (internal and external) as well as internal reporting for Bank use in order to identify trends, systemic issues, and support the various Business Lines to improve their products and services while mitigating risk

• Ensure completion of underlying sustainment activities required for the QA Program reviews (completion of monthly QA reviews & quarterly QA Output Report). Distribution of QA results to team in a timely manner on a monthly basis

• Responsible for ensuring primary operational stability for the CCAO, while ensuring operations team is backing up CCAO data as scheduled in the event of system outages/issues

• Design and implement policies, processes and procedures to enhance the Customer Experience through the Complaint Handling Process, including while the customer has escalated beyond the Bank and is with the External Complaints Body

• Ensure adherence to the Consumer Protection Framework Complaints Regs, through ongoing monitoring, testing and a culture of continuous improvement

• Provide leadership and guidance to direct reports by:

  • regular coaching and feedback on position objectives to ensure team fulfill roles and responsibilities

  • identification of skill gaps and execution of action plan to close gaps

  • regular guidance and effective feedback delivery

• Effectively lead and manage Projects as assigned by CCAO Leadership, including acting as Subject Matter Expert when supporting externally created Projects

• Manage completion of all deliverables assigned to the team to ensure completion is on time, under budget, and within allocated resources

• Ensure implementations are effective through the identification of milestones, timing and resources

• Exhibit a clear understanding of the business practices and policies/procedures of Scotiabank, with particular emphasis on the retail/small business banking and investment/brokerage areas by referring to all applicable internal and external resources for clarification/validation and maintaining awareness of updates and/or changes to policies and procedures as part of the normal course of business.

• Create and manage strong working relationships with other units in the Complaint Resolution Process both within the Bank and outside the Bank (e.g. The Office of the Ombudsman for Banking Services and Investments (OBSI); CBA, counterparts at other Canadian financial institutions) by establishing and maintaining regular contact with counterparts

• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Actively pursue effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

• Champion a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Related experience, educational background and/or strong working knowledge of the banking and investment industry

• Superior oral and written communication skills to deal professionally with customers, other Scotiabankers (including senior business line leaders) and external regulators, including OBSI

• Superior judgment to make sound recommendations and negotiate agreements/settlements diplomatically on assigned cases and, in particular, where the issue may be highly contentious

• Thorough knowledge of the Bank's business and consumer processes as well as the regulatory environment (PIPEDA, AML, OBSI, CBA, IIAC)
  

What's in it for you:

• The CCAO supports all Regions and business lines in Canada.

• Knowledge of Financial Consumer Agency of Canada, Office of the Superintendent of Financial Institutions, OBSI

• Exercises significant autonomy and responsibility in making recommendations

• Knowledge of the Bank's Risk Appetite Framework
  

Location(s): 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.