Job Description

Requisition ID: 259399

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

Leads and oversees a team of Customer Care Consultants within the Client Experience Centres, ensuring customer resolution outcomes, business strategies, plans, and initiatives are executed in compliance with governing regulations, internal policies, procedures, and the Bank’s risk appetite. The role is primarily focused on people leadership and coaching, with approximately 80% of time dedicated to developing consultant capability, sound judgement, and consistent delivery of high‑quality customer outcomes.

The Manager role‑models and reinforces a digital‑first mindset by promoting effective use of digital tools, automation, and knowledge resources to resolve customer needs efficiently, reduce rework, and improve both the customer and employee experience.

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

• Leads and drives a customer‑focused culture throughout the team to deliver timely, fair, and effective resolution outcomes while deepening client trust and confidence.
• Develops and coaches a high‑performing team of Customer Care Consultants through live observation, recorded reviews, side‑by‑side coaching, and regular one‑on‑one discussions.
• Exercises decision authority to determine appropriate customer resolution outcomes in exceptional situations where standard policy paths are insufficient, including Private Banking and Executive Banking clients, within delegated authority limits.
• Approves customer remediation actions, including monetary adjustments, within delegated authority limits as part of first‑level resolution and provides consultation to enable Consultants to act above standard limits where appropriate.
• Acts as the first‑level escalation point for complex customer concerns, resolving issues directly or determining appropriate escalation pathways.
• Escalates matters to the Escalated Customer Concerns Office (ECCO) where resolution cannot be achieved within delegated authority or where reputational risk requires formal containment measures, including non‑disclosure agreements or executive‑level handling.
• Accountable for customer resolution outcomes that do not require second‑level escalation, including the quality, consistency, documentation, and timeliness of decisions.
• Identifies systemic issues emerging from customer resolution activities and partners with upstream stakeholders to influence policy clarification, process improvements, or system remediation.
• Champions a digital‑first approach by encouraging adoption of digital channels, tools, and process improvements that enhance speed, accuracy, and consistency of customer resolutions.
• Builds a high‑performance, inclusive work environment and supports employee development, engagement, and performance management in partnership with HR and ER.
• Ensures adherence to operational controls, compliance requirements, and conduct standards, reinforcing the Bank’s values and risk culture in day‑to‑day decisions.

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

• Post‑secondary education in business or a related discipline is an asset.
• Previous leadership experience in a customer service, advisory, or contact centre environment is required.
• Strong judgement, decision‑making capability, coaching skills, digital fluency, and the ability to navigate complex customer and risk scenarios are essential.
• Bilingual in English & French considered an asset

Location(s): Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa

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.