Client Solutions Manager, Scotia iTrade

Scotiabank Global Site; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading financial institution in Toronto seeks a Client Solutions Manager to handle client escalations, improve service efficiency, and support team development. The ideal candidate will have a robust trading knowledge, excellent communication, and leadership skills, along with a minimum of 2 years of brokerage experience. Post-secondary education and relevant industry certifications are preferred. The role offers a full-time position with opportunities to contribute significantly to client satisfaction and operational excellence.

Qualifications

• Minimum of 2 years of brokerage industry experience.
• Strong knowledge of technology for trading and service functions.

Responsibilities

• Handle all client escalations through multiple channels.
• Contribute to overall success in Client Satisfaction and Financials.
• Actively respond to complex client complaints and requests.
• Coach team managers on addressing client issues.
• Participate in team activities and support self-learning.

Skills

Excellent interpersonal skills

Strong verbal & written communication skills

Subject matter expert in trading

Fluency in French

Coaching experience

Creative problem-solving

Time management

Organizational skills

Multi-tasking capabilities

Education

Post-secondary education in business

Canadian Securities Course (CSC)

Conduct and Practice Handbook (CPH)

Derivatives Fundamentals and Options Licensing (DFOL)

Job description

Requisition ID: 241501

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

Purpose of Job

The Client Solutions Manager is the last point of client escalation within Scotia iTRADE. They are responsible for handling all client escalations—verbal and written—received through different channels such as leadership team calls, emails, etc. They are also responsible for supporting complaints handled and received by the regulators, partners and other teams within the back such as Compliance, Legal, OBSI, CIRO, etc.

The Client Solutions Manager is a subject matter expert on product knowledge including trading expertise and market mechanics, processes, policies, platforms, and system functionality. They are 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).

Major Accountabilities

1. Provide Contact Centre employees, clients and business line partners with a professional, courteous, and positive experience as a member of the T&S Client Solutions Team on a consistent basis by:

• Following and demonstrating the iCARE (Commit, Adapt, Resolve, Empathize) attributes and the Client Experience Model (CEM). Discovering needs, providing knowledgeable, accurate information and solutions, and following through on commitments.
• Continuous development and maintaining detailed knowledge and understanding of industry‑related information, SiT product and service offerings, and all SiT platforms.
• Exercise discretion within approved authority limits in correcting problems promptly and indefiantly (e.g., goodwill fee waivers, compensations, etc.).
• Recognize and appropriately act on opportunities for business retention or business development as situations arise to further build the client relationship with SiT and/or Bank.
• Actively and effectively respond to lengthy or high‑profile, sensitive or complex complaints.
• Take inbound and outbound escalation requests from our clients and provide appropriate resolution.
• Provide responses to complaints verbally or in writing as needed.

2. Contributes to the maximization of the Contact Centre efficiency by:

• Be available to assist with trading overrides when needed.
• Provide coaching to team managers to address with their frontline agents.
• Be available to take inbound phone calls as per business spike plan during peak volumes.
• Accurately and effectively document and track all complaints coming through to identify and trend knowledge gaps for future training or skill builds and coaching opportunities.
• Being organized and maintain the necessary pending files (case queues) for the areas of responsibility, including the regular review and count of items outstanding.
• Act 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 fashion.
• When appropriate be able to facilitate and share knowledge in the New Hire Training program.
• Take on additional projects as assigned by Sr. Mgr. Client Solutions Support, e.g.:
  • Time‑sensitive call outs.
  • Client cases follow‑up status update calls.
  • Projects that will result in improving our service.

3. 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 (e.g., adherence customer commitment, time readiness) by:

• Contribute to optimal efficiency of the Centre by ensuring productivity goals are attained.
• Minimize risk and losses by knowing and adhering to Scotiabank's policy procedures and key controls.
• Adhere to all company/department policies, procedures and audit requirements.
• Process customer requests (inquiries, transactions, case work) in a timely and efficient manner.
• Rearrange/prioritize workload to adhere to business and regulator deadlines.
• Adhere to Scotiabank's policies and procedures, general compliance (e.g., KYC, AML, Privacy Laws) and any supplemental guidelines or codes of conduct applicable to SiT.
• Maintain CIRO licensing and supervisory approval in good standing at all times.

4. Participate actively in team activities/initiatives and take responsibility for self‑learning and development by:

• Learn and embrace new procedures, technologies and processes to maintain subject‑matter expertise knowledge.
• Demonstrate leadership with frontline agents and clients, setting high standards for client service and professionalism.
• Participate in and support initiatives for T&S and SiT.
• Contribute to effective team morale and employee relations through positive interaction with team members.
• Take ownership of Personal Development Plan and work with the reporting manager to identify skills, behaviors and competencies required to achieve goals.

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)
  • Derivatives Fundamentals and Options Licensing (DFOL)

Skills Required

• 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 support.
• Minimum of 2 years of brokerage industry experience.
• Strong verbal & written communication skills.
• Fluency in French is an asset.
• Subject matter expert spanning the full range of trading and market mechanics, including options trading products & services offered, processes and platforms.
• Demonstrated coaching experience is an asset.
• Demonstrated excellence using iCARE attributes and CEM.
• Display the ability to have strong multi‑tasking capabilities.
• Excellent time management, organizational and prioritizing skills to meet business and regulatory deadlines.
• Demonstrate strong creative problem‑solving and analytical abilities.
• High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast‑paced dynamic environment.
• Strong knowledge of technology used to support trading and service functions is an asset.

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.

Required Experience: Manager

Key Skills: Organizational Management, Presentation Skills, Agile, SAFe, AWS, Solution Architecture, Conflict Management, Data Management, Scrum, Team Management, Pre‑sales, Management Consulting

Employment Type: Full Time

Experience: years

Vacancy: 1

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