Complaint Resolution jobs

Requisition ID: 265035

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

About the Opportunity:

As Manager, Client Advocacy, you will use feedback, data insights, reporting, best practices, and partner input to improve the client experience across Canadian Commercial Banking. You will support the Canadian Commercial Banking complaint model by driving process adoption, supporting client concern investigations and resolutions, and helping ensure alignment with Financial Consumer Agency of Canada (FCAC) expectations.

The ideal candidate is a client-focused, analytical, and solutions-oriented professional with strong judgment, sound knowledge of banking operations, and the confidence to navigate complex client concern matters with urgency and professionalism. You are collaborative, curious, resilient, detail-oriented, and comfortable working with ambiguity. This role requires you to use strong communication and relationship-building skills to influence partners, identify improvement opportunities, and balance client advocacy, operational effectiveness, regulatory compliance, and risk management.

Accountabilities:

• Champion a client-focused culture that deepens relationships and leverages broader Bank relationships, systems, and knowledge
• Communicate client concern details and resolutions to business partners and product owners to support informed outcomes
• Partner with business lines to identify enhancements that make it easier for clients to do business with the Bank
• Advocate for effective client concern handling by educating partners on managing client dissatisfaction and reinforcing a Client-First mindset
• Drive continuous improvement by providing complaints management guidance, escalation support, process insights, and risk mitigation recommendations
• Support tracking, reporting, version control, content updates, translations, and client concern trend analysis to keep leadership informed of key issues
• Build subject matter expertise by using trends and competitive analysis to identify gaps, root causes, and operational shortfalls affecting clients
• Apply the Bank’s risk appetite and risk culture in day-to-day activities and decisions
• Promote effective, efficient operations in alignment with Scotiabank’s Values, Code of Conduct, and Global Sales Principles
• Ensure day-to-day business controls support operational, compliance, AML/ATF/sanctions, and conduct risk obligations
• Champion a high-performance environment and contribute to an inclusive workplace.

Education / Experience / Other Information:

• Post-secondary education, preferably a university degree, or equivalent banking experience in client-facing, operations, or sales roles; minimum of 3 years’ experience
• Advanced proficiency in Microsoft Office, particularly PowerPoint and Excel
• Strong research skills with the ability to quickly build insight across operational processes, credit risk, and cash management products
• Bilingualism in English and French is an asset
• Strong understanding of the Bank, its business lines, technology, processes, and client concern handling; commercial banking knowledge or interest is preferred
• Knowledge of industry best practices, regulatory requirements, and the complaints management environment
• Experience with project management methodologies, project support or leadership, and writing user stories
• Knowledge of Bank application systems, business line products, and processes
• Strong judgment, urgency, and confidence navigating situations without precedent
• Frequent in-person interaction in office and other defined venues

Key Responsibilities:

• Support the development and ongoing refinement of the Canadian Commercial Banking complaint model
• Ensure compliance with Financial Consumer Agency of Canada (FCAC) service-level agreements
• Identify and implement client-focused improvements that optimize client concern handling and support regulatory compliance
• Represent Canadian Business Banking effectively with internal partners and other key audiences
• Provide subject matter expertise and consultation to departments and business lines across the Bank

Working Conditions:

• Work in a standard office-based environment, with frequent in-person interaction in office and other defined venues
• Ability to travel domestically and work non-standard hours as required.

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. 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.