Manager, Investment Services, Processing

January 10 2025
Industries Bank, Insurance, Financial services
Categories Bank, Insurance, Financial services, Financing, Investment, Merger & Acquisition, Forensic accounting, Fraud
Mississauga, ON • Full time

Requisition ID: 212088

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

Major Accountabilities:


1. Leadership- Provides tactical direction to the team by:

  • Leading and driving a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge;
  • Ensuring the proficient delivery of support to business partners while providing an excellent customer experience;
  • Optimizing the services offered through the expert application of customer service knowledge that enhances Branch support with an integrated knowledge of service delivery from a centre of expertise perspective;
  • Ensuring the team maintains a high quality of service level on the processes and system knowledge as it relates to customer's investments and related products or services;
  • Ensuring Service Level Agreement (SLA) commitments, Telephone Service Factor (TSF), and Quality Control (QC) standards are communicated, understood, and adhered to by the team;
  • Provide staff with responsive and incisive problem solving on issues requiring direction and/or resolution;
  • Proactively reaching out to partners in branches and Mobile Advice teams to ensure smooth quality and timely support and collaborate to achieve higher result of First Time Right ( FTR);
  • Overcoming or working around obstacles that stand in the way of successful completion of difficult assignments;
  • Understanding and supporting the direction of the Bank and aligning to business plans;
  • Monitor/Listen to the officer's calls with Service Observe and provide observational coaching.


2. Business Plan Execution - Lead the development, implementation and maintenance of effective tools and processes by:

  • Understanding how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions;
  • Reviewing the unit's activities tracking report to certify customers' needs have been adequately provided;
  • Maintaining management reports up to date, analyze the results and provide recommendations on how best serve our customers in an effective and efficient way;
  • Provide ongoing support to the Senior Manager to ensure the department is operating within statutory requirements and regulations;
  • Actively participating with partners to implement new and enhanced support initiatives in support of implementations, and remediation projects;
  • Actively seek opportunities for improvements in quality, controls and productivity as well as encouraging staff to participate in continuous improvement towards improved departmental processes and service;
  • Monitoring workflows, organizational structures and complement levels and recommending changes to maximize the effectiveness of such and mitigate risk;
  • Achieving targeted outcomes through the maintenance of a strong focus on the task at hand and the desired results;
  • Assuming the assigned responsibilities of the Senior Manager in the latter's absence.


3. Operational Management & Improvement - Ensure the delivery of best-in class customer service fostering an environment that promotes agile, flexible and timely client support processing, while mitigating risk by:

  • Monitor Case Management and Service Line Queues to ensure operational commitments
  • Using a systematic approach to planning and problem solving, identifying possible causes of a situation, its impact on the business and providing solutions;
  • Seeking information about real, underlying needs of both internal and external customers and taking ownership for meeting those needs and correcting the problems to avoid future recurrences;
  • Creating an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
  • Acting quickly in situations which involve uncertainty and or significant risk with an adequate sense of urgency to accomplish tasks on time;
  • Provide ongoing assistance to branches and internal bank staff by interpreting procedures that are impacted on a continual basis by changing tax legislation, laws and policies;
  • Thinking about what the business can do differently to make it simpler and more compelling for customers to do business with the Bank and/or encouraging the staff to challenge the status quo and recommend new and better ways to serve our clients; and
  • Adapting to and working effectively with various individuals or groups in a variety of situations or adapt one's approach to accommodate changes in the situation, organization or own job requirements.


4. Leadership - Management - Effectively manage and develop human capital within the unit by:

  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team;
  • Ensuring that expectations which include accountabilities, objectives, goals are effectively communicated and monitored for all direct reports and that they have a process in place for their respective areas;
  • Ensuring that ongoing coaching is being provided to direct reports and that it is conducted in their respective areas;
  • Ensuring a planned approach is taken to developing staff and provide ongoing training;
  • Maintaining open lines of communication for staff and ensuring that they are aware of the Pathways to Resolution;
  • Actively promoting employees' ongoing development to be recognized as a centre of expertise;
  • Ensuring that hiring practices are meeting Bank standards;
  • Leading or ensuring that regular meetings are conducted with staff as well as ad hoc for the dissemination of information; and a fair and equitable treatment is provided to all staff within departments reporting.

5. Relationship Management - Build and sustain effective relationships with customers and business partners by:

  • Developing, maintaining and strengthening strong business relationships with internal and external customers
  • Participating as an active partner, maintaining working relationships and initiating changes by working with client groups and business line partners (e. g. Product Groups, Branch Customer Experience, SSI Operations, SSI Compliance etc.) to resolve issues, remove roadblocks, reduce costs and improve service.
  • Providing feedback mechanisms for client groups and business line partners to share their needs and exploring future opportunities to improve support.
  • Providing feedback and recommendations to client groups and business line partners.
  • Assisting client groups and business line partners with the communication of retail and small business products, policies and procedures.
  • Participating in regular communication with client groups and business line partners to understand new initiatives, corporate objectives and strategies.
  • Understanding and appreciating different and opposing perspectives on an issue and attaining consensus on its resolution.

Education/Work Experience/Designations

  • Required to possess a sound knowledge/understanding of Registered Products, procedures and Legislative regulations with respect to all tax sheltered products. In addition,
  • Expert knowledge of Branch products, policies and procedures.
  • Expert PC Knowledge of Microsoft applications (including Word, Excel and Power Point) and familiarity with the Bank's applications as tools for conducting.
  • Ability to manage the systems-related requirements for maintaining / improving Retail and Small Business Sales Support systems.
  • Strong business communication skills (verbal and written). Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood. Listening to others. Tailoring approach to fit the person or audience. Ensuring internal/external communication channels upward and downward are open.
  • Thorough knowledge of Shared Services and the Bank organization to manage the relationships and communications with business line partners.
  • Thorough time-management skills in order to satisfy the needs of a large client group.
  • Working knowledge of the consumer provision regulations for sections of laws monitored by regulators including the Bank Act, Trust & Loan Companies Act, Co-Operative Credit Associations Act, Insurance Companies Act.
  • Demonstrate strong belief in one's own ideas, judgments and capabilities

The Manager is expected to act independently in the day-to-day operations, following specific policy and procedures, to ensure achievement of the agreed objectives. Receives general direction of strategic nature from the Senior Manager. Exceptional situations/significant issues with potential impacts to Service Level Agreements, Risk, deliverables and budget are referred to the Senior Manager with recommendations/solutions as applicable. A high degree of discretion and judgment is required to solve problems and make decisions that may significantly impact ongoing operations and exposure to risk. To that effect, the role requires the use of sound judgment in the interpretation of data and instructions in all areas and with regard to Human Resource issues that are common in a large & diverse group.

Dimensions:


Service all Domestic branches: Nationwide

Products:

  • Bank Accounts
  • Registered Plans
  • Mutual Funds
  • GICs
  • Credit

Location(s): Canada : Ontario : Mississauga

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.

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