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Senior Manager, Complaints Reporting


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

6579Join the Global Community of Scotiabankers to help customers become better off.Purpose of Job:The incumbent will be responsible for maintaining the Bank’s Complaint Reporting Compliance Program to ensure compliance with the Financial Consumer Agency of Canada (FCAC) and the Autorité des Marches Financiers (AMF) complaint reporting requirements, thereby foster public trust and satisfactory relationships with regulators, reducing the risks of financial loss, regulatory fines, penalties or sanctions, litigation and damage to reputation. Major Accountabilities:FCAC/Consumer Protection:Assist in the maintenance of the Bank’s Financial Consumer Agency of Canada (FCAC) complaint reporting program, to ensure that it is current and compliant with the FCAC mandatory complaint reporting requirements.  This includes monitoring ongoing and emerging FCAC issues, and industry intelligence and other research studies as they relate to consumer protection measures and/or related policies.Provide advice and counsel to the Office of the President/Customer Concerns (OPCC) in order to:Resolve customer complaints; andResolve situations where the Bank may be misaligned with regulatory requirementsReview and confirm all complaints identified by Office of the President/Customer Concerns as reportable to the FCACProvide guidance, as required, to OPCC in responding to complaints referred by the FCACResearch and prepare responses to FCAC enquiries, information requests and examinations as relate to complaints.Provide guidance/training to OPCC with respect to new/amended regulations and voluntary codes of conduct and commitments. Prepare complaint statistics to meet the reporting requirements of the Chief Compliance & Regulatory Officer and the Audit and Conduct Review Committee of the Board.Other:Undertake such other compliance projects and initiatives, as directed by the Director, Monitoring, Testing and Complaints and/or the VP, Compliance, CB, Retail and Commercial. Qualifications:Post-Secondary education and/or professional designations;At least 5 years of related experience at a major financial institution;Knowledgeable about Scotiabank organizational structure, risk management, operational procedures, and generally understand  the business activities, products and services offered by the business units; A solid understanding of Bank Act FCAC-consumer protection, Voluntary Codes of Conduct and Public Commitments, and other  consumer protection laws;Wide contacts within CB and a good general knowledge of the business activities, delivery systems and products and services associated with the various CB business units;Strong administrative and good project management skills in order to maintain the currency of various data bases and compliance documentation;Good judgment and attention to detail, in particular as regards assisting in regulatory liaison and reporting, but also in researching matters and  providing advice and counsel to OPCC; andGood communication skills (both written and verbal) so as to communicate effectively and clearly with all level, including other areas within CB Compliance;The incumbent must be able to deal effectively when necessary with regulatory bodies and present a positive image of the Bank in external forum.  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.