Manager, Customer Concerns

Scotiabank; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Flexible vacation

Comprehensive benefits

Inclusive culture

Job summary

Scotiabank in Toronto is seeking a Manager, Customer Concerns to lead the Escalated Customer Concerns Office (Level 2) by guiding resolution of complex complaints with a commitment to fair, timely outcomes and regulatory compliance.

You will collaborate with branches, contact centres and business partners to balance customer needs with Bank objectives, while mentoring teams and driving continuous improvement in complaint handling.

Qualifications

• Excellent written and verbal communication for documenting cases and messaging to clients, partners, and executives.
• Ability to analyze complex situations, identify root causes, and determine resolutions and recovery actions.
• Builds strong partnerships across branches, contact centres, and support functions to meet SLAs and drive improvements.
• Demonstrates judgment in determining resolutions, compensation, and escalation strategies.

Responsibilities

• Lead management of complex customer complaints in a fast-paced environment.
• Ensure compliance with regulatory requirements and internal policies.
• Collaborate with branches, contact centres and business lines to deliver fair resolutions.
• Provide clear, empathetic communication to upset customers while maintaining professionalism.
• Support continuous improvement in complaint-handling processes and governance.

Skills

Communication

Analytical thinking

Stakeholder collaboration

Regulatory compliance

Decision making

Leadership

Organization

Ownership

Conflict resolution

Emotional intelligence

Time management

Tools

ECMS

Sales Builder

AS400

Copilot

Job description

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Title: Manager, Customer Concerns

Requisition ID: 270719

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

The Manager, Customer Concerns plays a key role in supporting customers and contributing to the success of the Escalated Customer Concerns Office (Level 2) by managing complex customer complaints. With a strong focus on customer centricity, the Manager demonstrates exceptional verbal and written communication throughout the client journey. Working in an extremely fast-paced, high-volume environment, the role is responsible for delivering fair, timely, and effective resolutions that enhance the customer experience and support retention , while ensuring compliance with all regulatory requirements, internal policies, and procedures. Collaborating with branches, contact centres , and other business partners across the organization, the Manager fosters a customer-focused, performance-driven culture and helps balance customer needs with the Bank’s business objectives. Through strong relationship management, sound judgment, effective problem-solving, and clear communication, the Manager contributes to positive customer outcomes and supports the Bank’s reputation for service excellence.

Is this role right for you? In this role you will:

• Demonstrate exceptional written and verbal communication skills, with the ability to provide thorough case documentation and tailor messaging to the audience, including clients, partners, and senior executives
• Analyze complex situations, identify root causes, and determine appropriate resolutions and recovery actions
• Build strong partnerships with branches, contact centres, business lines, and support functions to achieve customer-focused solutions, meet SLAs, and support continuous improvement
• Exercise sound judgment in determining appropriate resolutions, compensation, and escalation strategies
• Effectively engage with emotional, upset, or challenging customers while maintaining professionalism and empathy
• Understand complaint-handling regulations, governance requirements, risk management, and applicable policies and procedures
• Manage multiple complaints of varying complexity while meeting established regulatory requirements, standards, and SLAs, particularly during periods of high volume

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Customer complaint investigation and resolution
• Customer advocacy and relationship management
• Complex problem-solving and critical thinking
• Written and verbal communication
• Stakeholder collaboration and influence
• Conflict resolution and emotional intelligence
• Regulatory compliance and risk awareness
• Sound judgment and decision-making
• Organization, prioritization, and time management
• Ownership and accountability
• Leadership, continuous improvement, and a solution-oriented mindset
• Ability to work independently and deliver results
• Knowledge of Bank products and services, Enterprise Complaint Management System (ECMS), Sales Builder, AS400, and Copilot
• Knowledge of Scotiabank’s business operations to support effective complaint management across the Bank
• Knowledge of the complaint-management process, including situation assessment, problem-solving, and decision-making

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities — for you and our customers.
• A competitive rewards program that includes an annual bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day.
• Diversity, Equity, Inclusion & Allyship — We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow, and participate through our various Employee Resource Groups (ERGs), which span diverse gender identities, ethnicities, races, ages, abilities, and veteran statuses.
• Accessibility and Workplace Accommodations — We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

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.

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