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Scotiabank Ombudsman

Scotiabank
Toronto, ON
48 days ago: Scotiabank

Job Description



Requisition ID: 32033

Join the Global Community of Scotiabankers to help customers become better off.

Job Position: Scotiabank Ombudsman

Job Purpose

The Scotiabank Ombudsman is responsible for the consistency and effectiveness of the Ombudsman process across Scotiabank operations in Canada (including Tangerine Bank).

The Scotiabank Ombudsman is a senior officer responsible for providing impartial dispute resolution as the last step in the organization’s complaint resolution process. Neither an advocate of the client nor the organization, the Ombudsman is responsible for ensuring that his/her office determines what is fair and reasonable in all banking and investment complaints that reach this level and recommends financial redress as appropriate.

The Ombudsman ensures Executive are aware of potential reputational risk identified through the management of the complaints received at the Office of the Ombudsman, the political and regulatory interactions with the industry associations and Ombudsman for Banking Services and Investments (OBSI).

The Ombudsman manages the relationship between Scotiabank and the external dispute resolution provider(s) including an annual assessment of the competing services and a recommendation regarding the selection of the provider for banking complaints.

To ensure the effective operation of the office (including recommending systemic changes to products and processes), the Ombudsman must develop and maintain sound working relationships and productive dialogue with senior members of Scotiabank’s business lines and operating units. To ensure that Scotiabank’s interests are defended, the Ombudsman must also build such relationships with industry associations, regulators, the external dispute resolution providers (including the OBSI) and other governing bodies and special interest groups as required.

Through the management of the Office of the Ombudsman and the Ombudsman page on Scotiabank’s website as well as through internal and external presentations, the Ombudsman is responsible for modeling ethical behaviour at Scotiabank and upholding Scotiabank’s commitment to integrity.

Major Accountabilities:

1. Manage the Office of the Ombudsman, the final step in the organization’s internal complaint resolution process in Canada, by:

  • Personally managing potentially high-profile, dangerous or contentious complaints both directly with clients and with the external dispute resolution provider;
  • Providing direct advice/counsel/guidance to the professional team of investigators in the office to ensure fair and impartial investigations of all individual complaints;
  • Directly interacting and providing guidance for interactions with clients and business lines/operating units to attempt to negotiate mutually agreeable resolutions;
  • Assessing potential financial and reputational risks and ensuring resolutions that prevent further escalation and protect the reputation of the Bank;
  • Providing leadership and coaching to the employees of the office;
  • Reviewing all proposed resolutions to maximize client satisfaction while ensuring objectivity and impartiality;
  • Ensuring the effective use of external counsel and consultants;
  • Maintaining the confidentiality of all records received and created;
  • Ensuring the accurate and effective record-keeping of all case files;
  • Ensuring the effective management of the office budget.

2. Ensure senior management and the Board of Directors are aware of any reputational risk that arises associated with the Office of the Ombudsman by:

  • Assessing complaints and trends for reputational risk and informing senior management immediately if appropriate;
  • Providing quarterly reporting to Executive, and as appropriate to identify significant trends and/or individual issues of interest and also any interactions with the OBSI;
  • Providing an annual report to the Audit Review Committee of the Board of Directors (and/or a presentation to the full Board) identifying trends and areas of potential risk from the complaints handled over the year and the interactions with industry associations and the external dispute resolution provider(s).

3. Foster effective working relationships with internal senior officers as well as counterparts from the other major banks, the external dispute resolution providers (including the OBSI) and the industry associations (CBA, IIAC and FCAC) by:

  • Establishing and maintaining regular contact with senior officers across the organization (especially in Canadian Banking, Wealth Management, Compliance, and General Counsel) to facilitate mutually agreeable resolutions to complex issues and to assist in ensuring systemic changes identified from complaints will be made as required;
  • Working with other areas of complaint management within Scotiabank (mainly the Office of the President and Wealth Management Compliance) to ensure a best-in-class complaint resolution process in the organization;
  • Representing Scotiabank at regular meetings of Canadian banking ombudsmen and in working groups and at meetings at the CBA and IIAC and with officials from the FCAC and the Department of Finance to ensure that Scotiabank’s views are expressed clearly and directly and to ensure actions taken by the CBA and IIAC reflect positions acceptable to Scotiabank.

4. Manage the relationship between Scotiabank and the external dispute resolution providers by:

  • Developing and maintaining a strong direct relationship with external dispute resolution providers (including the Ombudsman for Banking Services and Investments) to ensure Scotiabank’s interests are recognized and to advocate for the banking industry in negotiations;
  • Representing Scotiabank at meetings with external dispute resolution providers to ensure that the current provider is operating as efficiently and effectively as possible for Scotiabank clients;
  • Reviewing the efficiency and cost-effectiveness of each service annually and providing a recommendation to the Executive for the selection of a provider for the following year.

5. Enhance Scotiabank’s corporate reputation and image by:

  • Modeling Scotiabank’s commitment to fairness and integrity through all interactions with clients, colleagues and outside agencies;
  • Representing Scotiabank’s commitment to fairness and integrity through internal and external speeches and presentations;
  • Reviewing and analyzing the customer complaint process at acquired firms to ensure efficiency, effectiveness as well as ethical behaviour are in place and to provide guidance and suggest improvements as required;
  • Ensuring the content and style of the Ombudsman page on Scotiabank’s website (including the annual report) reflects high ethical standards and Scotiabank’s corporate values.

Complexity of Position

  • Requires superior judgement to assess when there is significant reputational risk to Scotiabank and to take the necessary steps to avoid any damage;
  • Requires superior oral and written communication skills - requires superior diplomacy and mediation skills in dealing with clients, colleagues and regulators;
  • Requires extensive knowledge of the operation of Scotiabank (both banking and investments) as well as the operation of complaint management in the financial industry;
  • Must be a strong problem-solver who can “think outside the box” to analyze complex cases that can include contradictory evidence in order to propose a fair and impartial resolution;
  • Must be an expert strategic influencer - in dealing with both sides in resolving complaints, in convincing colleagues that systemic changes are required and in dealing with the OBSI;
  • Must be a strong leader of a team faced with varying workloads and stressful interactions with clients, colleagues and regulators;
  • Requires patience and empathy to arrive at solutions that balance complex customer requirements with the needs and culture of Scotiabank; must be able to manage and organize multiple and/or complex issues at one time.

Working Conditions:

The job is based in Canada. A degree of hostility can be encountered on occasion given that the process is one of complaint resolution and the client is in essence not satisfied with the steps taken prior to the Office of the Ombudsman’s involvement in the case.

Location(s): Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

 Requisition ID: 32033Join the Global Community of Scotiabankers to help customers become better off.Job Position: Scotiabank Ombudsman Job PurposeThe Scotiabank Ombudsman is responsible for the consistency and effectiveness of the Ombudsman process across Scotiabank operations in Canada (including Tangerine Bank). The Scotiabank Ombudsman is a senior officer responsible for providing impartial dispute resolution as the last step in the organization’s complaint resolution process. Neither an advocate of the client nor the organization, the Ombudsman is responsible for ensuring that his/her office determines what is fair and reasonable in all banking and investment complaints that reach this level and recommends financial redress...