Client Solutions Manager, Scotia iTRADE Monteal, QC

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

Job summary

A leading financial institution is seeking a Client Solutions Manager in Quebec to handle client escalations and enhance service delivery. The ideal candidate will have brokerage experience and strong communication skills, with a focus on client satisfaction and regulatory compliance. This role requires a proactive approach to problem-solving and collaboration within a dynamic team environment.

Qualifications

• Minimum of 2 years of brokerage industry experience.
• Fluency in French is an asset.
• Expertise in trading and market mechanics.

Responsibilities

• Handle all client escalations and provide solutions.
• Maintain strict adherence to Bank Guidelines.
• Contribute to team efficiency and development.

Skills

Interpersonal skills

Communication skills

Analytical problem-solving

Multitasking

Coaching experience

Education

Post-secondary education in business or related discipline

Canadian Securities Course (CSC)

Conduct and Practice Handbook (CPH)

Derivatives Fundamentals and Options Licensing (DFOL)

Job description

Requisition ID: 238589

Purpose of the 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 leadership team calls, emails, and other channels. They support complaints managed by regulators, partners, and internal teams such as Compliance, Legal, OBSI, CIRO, and others. As a subject‑matter expert on product knowledge, trading expertise, and market mechanics, they contribute to the overall success of Trading & Service in client satisfaction, financials, business development, operations, and staff knowledge.

Major Accountabilities

1. Provide Contact Centre employees, clients, and business line partners with a professional, courteous, and positive experience:
   • Apply the iCARE attributes and the Client Experience Model (CEM), discovering needs, providing accurate solutions, and following through on commitments.
   • Continuously develop and maintain detailed knowledge of SiT products, services, and platforms.
   • Exercise discretion within approved authority limits to resolve problems promptly, including fee waivers and compensations.
   • Recognize and act on opportunities for business retention or development to strengthen relationships with SiT and the Bank.
   • Respond effectively to high‑profile or complex complaints.
   • Handle inbound and outbound escalation requests, providing appropriate resolution verbally or in writing.
2. Contribute to maximising Contact Centre efficiency:
   • Assist with trading overrides when needed.
   • Co‑coach team managers to enhance frontline agent performance.
   • Answer inbound calls during peak volume spikes under the business spike plan.
   • Document and track all complaints to identify knowledge gaps for future training and coaching.
   • Maintain pending case queues and review outstanding items regularly.
   • Coordinate with branch, third‑party providers, and other areas to resolve client issues promptly.
   • Facilitate and share knowledge in the New Hire Training program.
   • Take on additional projects as assigned by the Senior Manager of Client Solutions Support.
     • Time‑sensitive call‑outs and client case follow‑up status update calls.
     • Projects that improve service levels.
3. Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures:
   • Achieve required service level standards and time‑ready commitments.
   • Ensure optimal efficiency and productivity of the Centre.
   • Minimise risk and losses by adhering to Scotiabank policies and key controls.
   • Comply with all company, department policies, audit requirements, and regulatory deadlines.
   • Safeguard confidentiality and privacy in line with KYC, AML, and other privacy laws.
   • Maintain CIRO licensing and supervisory approval at all times.
4. Participate actively in team activities, initiatives, and continuous development:
   • Learn new procedures, technologies, and processes to stay subject‑matter expert.
   • Show leadership by setting high service standards for clients and agents.
   • Support initiatives for T&S and SiT.
   • Promote team morale and positive employee relations.
   • Own the Personal Development Plan and work with the reporting manager to develop required competencies.

Educational Requirements

• Post‑secondary education in business or related discipline preferred.
• Industry courses:
  • Canadian Securities Course (CSC)
  • Conduct and Practice Handbook (CPH)
  • Derivatives Fundamentals and Options Licensing (DFOL)

Key Skills and Qualifications

• Excellent interpersonal skills and demonstrated ability to lead and motivate staff.
• Minimum of 2 years of brokerage industry experience.
• Strong verbal and written communication; fluency in French is an asset.
• Expertise in trading and market mechanics, including options products and platforms.
• Coaching experience and ability to demonstrate iCARE attributes and CEM.
• Strong multitasking, time‑management, and prioritising skills for business and regulatory deadlines.
• Analytical, creative problem‑solving capabilities.
• Adaptability to a fast‑paced, dynamic environment.
• Knowledge of technology supporting trading and service functions is an asset.

Location

Canada, Quebec, Montreal

EEO and Accommodations

Scotiabank is a leading bank in the Americas. Guided by our purpose, we value the unique skills and experiences of each individual and are committed to an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process—including but not limited to an accessible interview site, alternate format documents, ASL interpreter, or assistive technology—please let our Recruitment team know.