Bilingual Senior Service Centre Specialist
Bilingual Senior Service Centre Specialist
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Job Description
Requisition ID: 233705
Join a purpose driven winning team committed to results in an inclusive and high-performing culture.
As a Bilingual Senior Service Centre Specialist you will contribute to the overall success of the Scotia Wealth Service Centre in Canada with a focus on supporting the Quebec Region. This role ensures that individual goals plans and initiatives are effectively executed in alignment with the teams broader business strategies and objectives. You will be responsible for managing the relationship with the Senior Manager (SM) of the Quebec Region providing operational support to the business. Key responsibilities include:
Liaising between Quebec Region branches and Canadian Wealth Management Operations (CWMO)
Day-to-day issue management and adjudication
Support for initiatives and projects
Training and education of colleagues
The role emphasizes process improvement project management and general operational support ensuring all activities are conducted in compliance with governing regulations internal policies and procedures.
As a Bilingual Senior Service Centre Specialist you will ensure that all inquiries are resolved effectively and efficiently conducting analysis and providing recommendations as needed.
Is this role right for you In this role you will:
Represent the Quebec Region in strategic and tactical decisions for new and ongoing initiatives as well as regular business processes.
Act as the first point of contact for escalations within the Quebec Region.
Reinforce centrally issued operational communications ensuring timely dissemination to branch leadership in the Quebec Region.
Share best practices and processes facilitated by Canadian Wealth Management Operations (CWMO).
Maintain and update the CWMO metrics dashboard.
Champion a customer-focused culture to deepen client relationships and leverage broader Bank systems and knowledge.
Host regular calls between regional leadership branch management and CWMO: Create agendas Facilitate discussions Manage follow-up on action items
Develop and maintain strong partnerships with internal teams (operations technology compliance Wealth Management) and external industry peers to influence operational policy and process decisions.
Support the implementation and documentation of operational processes and procedures including writing and editing materials.
Collaborate with the Manager and Senior Manager of Service Centre Support to resolve complex multi-faceted problems focusing on operational efficiencies and enhanced inquiry resolution.
Provide analytical support to assist with problem-solving and solution recommendations for management.
Serve as a subject matter expert on small operational projects.
Demonstrate the ability to multi-task and adapt to changing priorities in a high-volume contact center environment.
Exercise sound judgment and escalate operational or support issues when necessary.
Assist Wealth Management employees and clients via phone and email delivering world-class support with a focus on first-call resolution.
Take ownership of inquiries adhering to Service Level Agreements (SLAs) and ensuring accurate information delivery.
Assist in analyzing creating and maintaining various Excel reports to support operational needs.
Working knowledge of Wealth applications such as: Broadridge SCORE WealthOne Charles River Salesforce
Strong understanding of client onboarding and maintenance rules regulations and processes.
The Must Haves:
University degree required.
Bilingual proficiency in French and English (spoken and written) is essential.
Minimum 5 years of relevant work experience preferably in a financial services or wealth management environment.
Experience in investment/brokerage operations is required.
Completion or enrollment of Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) is preferred.
IIROC licensing is considered an asset
#SWM
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. 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.
Required Experience:
Senior IC
Employment Type
Full Time
