Senior Client Service Lead, Private Banking , Montreal

Job title:

Senior Client Service Lead, Private Banking , Montreal

Company

Scotiabank

Job description

Requisition ID: 192608Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.Leads and oversees the overall success of the Service and Support team, in a Private Banking branch, ensuring business strategies, initiatives, and specific individual goals are executed/delivered in support of the team’s objectives, while sustaining overall branch operational efficiency and effectiveness. The incumbent manages a team of Administrative Assistants and Service Support Officers to ensure all activities are conducted in compliance with governing regulations, internal policies, and procedures. The incumbent is responsible for delivering a high level of support to all Private Banking team members, coaching to best practices, policy, and solutions for client delivery, and supporting challenging client requests/transactions and complaints in a manner consistent with developing a client focused culture. The Senior Client Service Lead is the primary point of contact for all service and support-related requests and escalations.Is this role right for you? In this role you will:

• Leads and drives a client focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge by:

• Consistently demonstrating and coaching to Service Basics (friendly, willing to assist, efficient and professional) during and after client and team interactions
• Reviewing transactions for accuracy and completeness and providing authorization according to policy and procedures as required
• Leading the team to ensure every client experience is consistent with Scotiabank’s service standards, combined with recommending innovative ways to resolve client service issues while adhering to policy and procedures
• Supporting the Private Banking team with client concerns and complaints to ensure they are resolved quickly and efficiently; raising client complaints to the Private Banking team as required
• Provides coaching and leadership to the service and support team
• Contributes to the quality and efficiency of branch operations as well as compliance with regulatory and internal Bank guidelines to minimize the Bank’s exposure to risk by:
• Monitoring and taking appropriate action on deficiencies with branch premises, systems, equipment, and supplies
• Ensuring accurate and timely completion of daily and periodic monitoring activities
• Developing and maintaining a thorough knowledge and understanding of the Bank’s Private Banking, Small Business and Retail Banking products
• Monitoring, communicating, and reinforcing changes to Bank and Private Banking policy and procedures across Service and Support team and Private Banking teams
• Embracing and championing change management initiatives by ensuring clear communication with all employees
• Adhering to cash, custody, position authorities, security procedures and Bank policies at all times; reviewing and authorizing transactions within approved limits
• Ensuring audit and compliance requirements are effectively executed and adhered to in collaboration with the Manager Branch Oversight, where appropriate
• Acting as a main point of contact for the Canadian Banking Contact Centre, Shared Services Group (SSG), Retail Service Centre, Business Service Centre, Real Estate, Health and Safety, as well as other internal support services groups
• Acting as the Business Continuity Plan lead and planner

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

• Previous Retail Branch experience is preferred
• Expert knowledge of service and support management activities and techniques, including service and complaint resolution standards and procedures
• Thorough knowledge of daily and periodic branch routines, procedures and policies, including cash, custody and security processes and procedures. To complement this knowledge, a thorough understanding of Branch Controls and Branch Applications is required.
• Thorough knowledge of branch systems (Forms Free Teller, IntraLink, Sales Builder, Salesforce, Work Hub, ScotiaFX, me@scotiabank)
• Through knowledge of regulatory compliance related to Privacy, Anti-Money Laundering/Anti-Terrorist Financing, Know Your Customer, FCAC, CDIC, Occupational Health & Safety
• Working knowledge of roles and responsibilities of the Contact Centre, Retail & Business Service Centre, Global Operations
• Working knowledge of products and services provide by the Bank’s specialize sales forces and other delivery channels such as other Scotia Wealth Management business lines, Home Financing Advisors, Commercial, etc.
• Strong computer and application skills are essential
• Expert communication in French and English is required. Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English in addition to French because they will serve and English-speaking clientele.

What’s in it for you?

• Ability to make a lasting impact on an assigned book of customers
• An inclusive culture where we value and recognize our employees’ contributions
• An organization committed to making a difference in our communities – for you and your customers

Location(s): Canada : Quebec : MontrealScotiabank 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 . 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.

Expected salary

Location

Montreal, QC

Job date

Thu, 28 Mar 2024 23:33:46 GMT

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