Operations Manager, Scotia iTRADE - Toronto, ON

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

Job summary

A leading financial institution in Toronto is seeking a Manager of Operations. The role involves overseeing client onboarding and operational processes while ensuring compliance and enhancing the client experience. Ideal candidates should have over 5 years in financial services with strong leadership and customer service skills. This opportunity offers a vibrant work culture focused on teamwork and high performance.

Qualifications

• 5+ years financial services industry experience, preferably in a people manager role.
• High level of brokerage industry knowledge.
• Experience working on projects that improve client experience.

Responsibilities

• Manage and oversee one or more functional area of iTRADE Operations.
• Enhance the client experience by managing day-to-day processes.
• Ensure adherence to operational guidelines and compliance.

Skills

Client onboarding

Cash management

Superb customer service orientation

Strong analytical skills

Excellent communication skills

Education

College or University degree

Canadian Securities Course (CSC)

Conduct and Practice Handbook (CPH)

Tools

Microsoft Word

Microsoft Excel

ADP

AS400

Job description

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

Purpose

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 and effective day‑to‑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 KPIs 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.

Accountabilities

• 1. To manage and oversee one or more functional area of iTRADE Operations by:
  • Manage staffing, including adherence to CIRO (if applicable) and hiring decisions.
  • Collaborate with Operations Management and partners to identify and develop highly motivated key talent in accordance with standard Bank policies.
  • Create and surpass team department KPIs and service levels by effectively tracking volumes and anticipating backlogs.
  • Provide tactical guidance and specialized knowledge to direct report(s) for development.
  • Provide 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:
  • Manage day‑to‑day team processes and ensure efficient workflow is in place to deal with time‑sensitive transactions, exceptions, rejections, and escalations, while adhering to compliant and secure methodologies.
  • Ensure all client requests, cases or transactions are processed accurately.
  • Maintain regular review of processes to improve the quality of operational services.
  • Ensure staff are familiar with and understand new process changes impacting Compliance and Regulatory rules.
  • Draft and maintain policies, procedures and client communications templates for area of Operations oversight.
  • Prepare clear, concise client correspondence and corporate communications.
• 3. To ensure that all operational / administrative processes for the business are performed effectively and efficiently by:
  • Monitor the department’s adherence to operational guidelines, compliance, and credit policies with industry regulations.
  • Design quality control practices to routinely review processed transactions and agent decision making.
  • Minimize 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.
  • Contribute to the broader Business Continuity Plan on an ongoing basis while also ensuring direct report(s) have the knowledge required to execute and follow the plan if needed.
  • Arrange 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:
  • Collaborate 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.
  • Subject matter expert for operational area and representative for business for any technology enhancement initiatives.
  • Participate in project work aimed to create a better client experience and/or achieve operational efficiency.
  • Regularly meet with counterparts in support areas to remain aware of any changes to process that could impact the department service levels or KPIs, and work 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, including knowledge in client onboarding, brokerage transfer‑ins, cash management, physical deposits, mail room or client communications. Superior customer service orientation, interpersonal skills, analytical, organizational and communication skills.
• Demonstrated leadership, managerial and delegation experience.
• Experience working on projects that improve client experience.
• Strong PC user skills in Microsoft Word, Excel, Access, ADP, AS400.
• 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

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 contact our Recruitment team. 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.