Manager, Client Contact & Deposits, Scotia iTRADE - Toronto, ON (14-month contract)

Scotiabank; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading bank in the Americas is seeking a Manager for Client Contact & Deposits to oversee operations in Toronto. The role will manage staff for effective client onboarding and ensure a smooth workflow for transactions. Candidates should have 5+ years in financial services and demonstrate leadership skills. This position emphasizes improving client experiences and ensuring operational efficiency.

Qualifications

• 5+ years of financial services industry experience, preferably in a people manager role.
• Thorough understanding of Scotia iTRADE and Scotiabank policies and procedures related to Operations.

Responsibilities

• Manage and oversee operations and support staff for client onboarding and cash management.
• Ensure efficient workflow for time-sensitive transactions.
• Collaborate with management to enhance the client experience.

Skills

Customer service orientation

Analytical skills

Organizational skills

Communication skills

Leadership

Judgement under uncertainty

Education

College or university degree

Canadian Securities Course (CSC)

Derivatives Fundamentals Course (DFC)

Job description

Title: Manager, Client Contact & Deposits, Scotia iTRADE - Toronto, ON (14-month contract)

Requisition ID: 237623

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

Purpose of Job

The Manager, Operations will manage and oversee operations and support staff in one or more of the various functional areas including client onboarding, brokerage transfer‑ins, cash management, physical deposits, mail room or client communications to ensure its efficient day‑day running.

The position will regularly collaborate with operations management and iTRADE partners to make process improvements in support of their respective oversight. The manager will ensure all department goals and staff KPI’s are met along with business objectives.

The manager will act as the primary contact for escalation and will demonstrate a thorough knowledge of products and operational processes to ensure he/she can respond in a timely and informed manner.

Major Accountabilities

1. To manage and oversee one or more functional area of iTRADE Operations by:

• Managing staffing, including adherence to CIRO (if applicable) and hiring decisions.
• Collaborating with Operations Management and partners to identify and develop highly motivated key talent in accordance with standard bank policies.
• Creating and surpassing team department KPI’s and service levels by effectively tracking volumes and anticipating backlogs.
• Providing tactical guidance and specialized knowledge to direct reports for development.
• Providing regular, formal, and informal coaching to staff to ensure the proper development, understanding and necessary actions of established goals are executed.

2. To manage and enhance the client experience (internal and external) by:

• Managing day‑to‑day team processes and ensuring efficient workflow is in place to deal with time‑sensitive transactions, exceptions, rejections, and escalations while adhering to compliant and secure methodologies.
• Ensuring all client requests, cases or transactions are processed accurately.
• Maintaining regular review of processes to improve the quality of operational services.
• Ensuring staff are familiar with and understand new process changes impacting compliance and regulatory rules.
• Drafting and maintaining policies, procedures, and client communications templates for area of Operations oversight.
• Preparing clear, concise client correspondence and corporate communications.

3. To ensure that all operational/administrative processes for the business are performed effectively and efficiently by:

• Monitoring the department’s adherence to operational guidelines, compliance, and credit policies with industry regulations.
• Designing quality control practices to routinely review processed transactions and agent decision making.
• Minimizing potential reputational risks for business in the areas of money laundering, anti‑terrorist financing and privacy laws by providing staff with the necessary tools to proactively identify transactions with risk.
• Contributing to the broader Business Continuity Plan on an ongoing basis while also ensuring direct reports have the knowledge required to execute and follow the plan if needed.
• Arranging for testing and team training for applications used in the department.

4. To actively collaborate with management to ensure the continued growth of Online Brokerage by:

• Collaborating with the Call Center, Sales & Partnerships and iTRADE support groups to identify gaps or inefficiencies in process and to define compliant yet innovative solutions that enhance the client experience.
• Acting as subject matter expert for the operational area and representative for business for any technology enhancement initiatives.
• Participating in project work aimed to create a better client experience and/or achieve operational efficiency.
• Regularly meeting with counterparts in support areas to remain aware of any changes to process that could impact the department service levels or KPIs as well as working with them to improve online brokerage processes.

Education & Industry Minimum Requirements:

• College or university degree preferred.
• 5+ years financial services industry experience, preferably in a people manager role.
• Thorough understanding of Scotia iTRADE and Scotiabank policies and procedures related to Operations.
• Canadian Securities Course (CSC) and Conduct and Practice Handbook (CPH) preferred.
• Completion of Derivatives Fundamentals Course (DFC), Options Licensing Course (OLC) and Options Supervisors Course (OSC) an asset.

Work Experience and Skill Requirements:

• High level of brokerage industry knowledge in Client Onboarding, Brokerage Transfer‑ins, Cash Management, Physical Deposits, Mail Room or Client Communications, with superior customer service orientation, interpersonal, analytical, organizational and communication skills.
• Demonstrated leadership, managerial and delegation experience.
• Experience working on projects that improve client experience.
• Familiarity with budgeting and managing costs.
• Ability to act quickly and professionally in situations involving uncertainty or risk, using a high degree of good judgement.

Location: 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 we 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.