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Manager, Complaints Reporting


This is a Full-time position in Toronto, ON posted August 31, 2017.

6582Join the Global Community of Scotiabankers to help customers become better off.Purpose of Job:The incumbent will be responsible for supporting the Senior Manager, Complaints Reporting, in complying with the Financial Consumer Agency of Canada (FCAC) and the Autorité des Marches Financiers (AMF) complaint reporting requirements.

Major Accountabilities:Supporting and Maintaining the Complaint Reporting Compliance Program: Assist as required in providing advice and counsel and work closely with Office of the President, as appropriate on FCAC-related complaints.Day to day operational functions include:Manage day-to-day interaction and relationship with the Office of the President/Customer Concerns, including providing advice, direction and support on regulatory matters to assist in identifying FCAC reportable complaints and in responding to complaints received from regulators.Tracking complaints referred by and reportable to the FCAC and coordinating requests for information from the FCAC, as related to complaints. Review and finalize quarterly complaint filings to ensure accurate reporting to the regulator.Assist in the training of the Office of the President complaint handling managers as relates to new regulatory requirements/reportable complaints.Review weekly complaint summaries to ensure accurate identification of reportable complaints.Review and finalize semi-annual filing to the AMF.Assist as required in remedying areas of non-compliance and resolving issues.Assist in the review of OPCC responses to FCAC referred complaints to ensure that investigations are completed appropriately and all relevant information and documents are provided.Prepare FCAC Complaint Statistics for reporting to the Audit and Conduct Review CommitteeMaintain awareness of consumer provisions legislative requirements and voluntary codes of conduct and public commitments. Other:Undertake such other compliance projects and initiatives, as directed by the Senior Manager, Complaints Reporting, Director, Monitoring & Testing and Complaints and/or the VP Compliance, CB, Retail and Commercial. Qualifications:Post-Secondary education and/or professional designations;At least 3 years of related experience at a major financial institution;Working knowledge of consumer provisions under the Bank Act and other related consumer protection laws; and Voluntary Codes of Conduct and Public CommitmentsAbility to communicate clearly and effectively both verbally and in writing;Experience in managing several ongoing projects and competing priorities concurrently;Ensure timely effective responses to specific complaints escalated by regulators;Identify specific areas where standards and procedures require changes;Previous compliance experience. 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.