Manager, Data, Reporting and Customer Experience -- Customer Complaints Appeals Office

Requisition ID: 163921

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

Reporting to the Senior Manager, Reporting and Operational Effectiveness, the Manager, will contribute to the overall success of the Customer Complaints Appeal Office (CCAO, formerly the Office of the Ombudsman) in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. The Manager ensures all activities conducted are in compliance with governing regulations, internal policies, procedures and is accountable for data stewardship which informs all of the outflowing reporting (both internal and external). Under the direction of Management, they act as the primary person responsible to compile/produce 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. Incumbent designs and implements policies, process and procedures to enhance the Customer Experience through the Complaint Handling Process, including while the customer has escalated beyond the Bank and is with an External Complaints Body. Lastly, the incumbent keeps the Bank, customers, and the department safe by supporting and executing on activities required as part of the overall defined Audit and Compliance program for the CCAO.

Accountabilities:

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Create reporting for senior management to identify significant trends and/or individual issues of interest (e.g. reputational risks) as well as assisting in the creation of reports for the Audit and Conduct Review Committee, including the semi-annual Root Causes Reporting and the public Annual Reports (for both Scotiabank and Tangerine)
• Compile and produce internally required reporting, including the Op Risk Management reports for Scotiabank and the Risk Governance Reporting for Tangerine
• Design and produce reporting;
  • to support internal Business partners with improving the products and services offered to customers while reducing risk and mitigating the escalation of complaints
  • to measure the effectiveness of the Complaint Handling Process internally for the CCAO and externally across the Complaint Handling Process (e.g. overturns of level 2 decisions)
  • to measure the effectiveness of the CCAO with respect to complaints escalated to external complaints bodies (e.g. complaint trends, volumes, and overturns of the CCAO's decisions)
• Support the CCAO quality assurance program by providing reporting and feedback to Senior Management of the Investigations and Intake teams for them to use in their coaching sessions with their direct reports; and as required, conducting ongoing sampling, testing and documenting of post-closure files review activities to ensure key Regulatory requirements are met
• Contribute to the Bank's internal complaint resolution process by designing and implementing customer experience improvements by:
  • Garnering and evaluating customer feedback either obtained directly from customers who have had interactions with this office, or whose feedback has been gathered by other areas of the Bank
  • assessing potential financial and reputational risks which may exist in the Complaint Handling Process and facilitating resolutions that prevent further escalation and protect the reputation of the Bank
  • working with the Bank's business units in an effort to support the investigations teams in achieving a reasonable resolution within established turnaround times
  • preparing clear and concise written documentation to effectively communicate customer experiences and opportunities for improvement, internally with the team and across the entire Complaint handling Process.
• Support the Bank's Audit and Compliance framework by executing on deliverables assigned to the CCAO, ensuring that they are completed on time and as required
• Contribute to the Bank's internal complaint resolution process by independently:
  • Providing back up support when required, to investigate all aspects of a complaint thoroughly and efficiently, garnering key information on behalf of both the customer and the Bank to come to a fair and objective solution for all parties concerned.
  • Preparing clear and concise written documentation to effectively communicate case resolution to the client as required.
• 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; ADRBO, 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.

Education and Experience:

• 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,
• 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, ADRBO, CBA, IIAC)
• Advanced working knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
• Advanced knowledge of PowerBI would be preferred

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.

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Banking, Finance and Insurance Customer Service and Support