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Manager, Client Solutions – 40 King Street W, Toronto, ON

Scotiabank

This is a Full-time position in Toronto, ON posted August 30, 2017.

6643Branch / Department: Online Brokerage

– Trading & Service Mainstreet Transit Number:  75168 Employee Referral Program – Potential Reward: $0.00  We are committed to investing in our employees and helping you continue your career at Scotiabank. Purpose of Job:The Manager Client Solutions contributes to enhanced customer satisfaction and retention through the effective management of a team of Client Solutions Managers to resolve client complaints escalated through Scotia iTRADE (e.g.

SiT Senior Management, Director, Client Solutions Managers, Contact Centre Management) and complaints referred from various internal partners (e.g. Scotiabank Office of the President, Scotiabank Ombudsman, Designated Complaints Officer, etc.) in a manner that protects and enhances the reputation of the business and provides the client with a World Class Contact Centre experience. In addition, the Manager, Client Solutions possesses extensive product knowledge including trading expertize and market mechanics, process, policy support, platforms and system functionality and is responsible for providing prompt, accurate and courteous assistance to Customer Service Representatives (CSRs) and Investment Representatives across both Call Centres (Toronto and Montreal). He/she is 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), providing ongoing support and guidance to management to improve overall Contact Centre service levels. Key Accountabilities:1.) Team leadership to motivate and develop individual and team performance by:Reviewing and evaluating work completed by team and coaching to improve efficiency/accuracy of workMonitoring KPIs and providing value-added coaching to reach KPI targetsRegularly scheduling and engaging in one-on-one coaching with direct reportsLeveraging coaching techniques and utilizing technologies to regularly and effectively engage team based in the Montreal officeFostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagementDriving the internal communications process by ensuring all employees are aware of key projects, corporate goals and ongoing critical changes affecting clientsExhibiting an ability to listen, negotiate and communicate goalsEnsuring the performance management process is in place and employee development is a priority for all employees on the teamSharing knowledge, experience and responsibility with employees in a drive for the highest standards of professionalism, sales and service excellenceIdentifying and supporting training and developmental needs of team membersManaging staffing requirements and departmental workloads 2.) Effectively managing a team of Client Solutions Managers to resolve client concerns within the applicable regulatory and business guidelines by:Providing oversight on team members’ workload and client issue resolution managementRelationship management with other officers and departments within SiT & Scotiabank to cultivate/maintain long-term SiT/Bank partner relationships. Challenging existing policies and identifying appropriate changes requiredPrioritizing and delegating resolution management of issues raised through multiple sources for both client and internal SiT officer issues to team membersCommunicating with clients verbally to deliver mutually agreeable solutions, which often require negotiation of terms, within assigned limitsApplying advanced knowledge of SiT products, services, processes and policies and best-in-class complaint-management skills (situation assessment, problem-solving and decision-making) and conflict resolution skills to team members and clientsResponding to inquiries and requests for information by regulators, and officers from other areas of the Bank (e.g. Scotiabank Ombudsman, Scotiabank Privacy Officer, Corporate affairs and Legal, etc.)Appropriately acting as backup / second tier escalation to Client Solutions Managers by responding to escalated calls during planned or unplanned staff shortages etc. 3.) Contributes to the maximization of the Contact Centre efficiency by:Assisting with trading overrides at the locationAssisting on phone lines during peak volumesAccurately and effectively document and track all inquiries coming through the Centre to identify and trend knowledge gaps for future training and coaching opportunitiesCompletes Dashboard tracking and analytical reporting for Coaches to reduce customer escalations, bridge knowledge gaps with agents etc.Being organized and maintain the necessary pending files (case queues) for the areas of responsibility including the regular review and count of items outstandingActing 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 fashionCoaching of staff that call the Support team to locate the correct information on WN with confidence, and identify any outdated or missing information to the SiT Communication team for updateEffectively work with SQM surveys (un-attributable and attributable) results to help trend performance and or knowledge gaps to improve our SQM metrics When appropriate, facilitate and share knowledge in the New Hire Training program 4.) 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 (i.e. adherence, customer commitment time, readiness) by:Contributing to optimal efficiency of the Centre by ensuring productivity goals are attainedMinimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key controlsAdhering to all company/department policies, procedures and audit requirementsProcessing customer requests (inquiries, transactions, case work) in a timely and efficient mannerRearranges/prioritizes workload to adhere to prescribed telephone coverage and set off phone timeframes to ensure that service standards are met at all timesAdherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC,AML, and Privacy Laws), and any supplemental guidelines or codes of conduct applicable to SiT.Maintain IIROC licensing and supervisory approval in good standing at all times Qualifications: To be successful in this position, the incumbent requires the following skills:Excellent interpersonal skills and the demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support3-7yrs brokerage industry experienceStrong verbal & written communication skillsSubject matter expert spanning the full range of trading and market mechanics including options trading, products & services offered, processes, platforms, all systems including WealthNet, and the ability to support and guide staff in the effective use of these toolsDemonstrated excellence using iCARE attributes and CEM, and a track record of consistent success achieving financial resultsDisplay the ability to have strong multi-tasking capabilitiesStrong organizational and prioritizing skills to meet timelinesDemonstrate strong, creative problem solving and analytical abilitiesHigh degree of flexibility required to adapt to wide variety of tasks and functions and the ability to work in a fast–paced, dynamic environmentStrong knowledge of technology used to support trading and service functions is an assetBilingual French/English or Cantonese & Mandarin/English is considered an assetAny other activities as required Educational Requirements:Post-secondary education in business and or other related discipline is preferred.Industry course minimum requirements include:Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH)Branch ManagersOption SupervisionCurrent registration at the supervisory level with the Investment Industry Regulatory Organization of Canada (IIROC) Location(s): Canada : Ontario : TorontoAs Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.