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 team’s 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.