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Added 1 month ago
Customer Service Team Lead
The Stevens Company
Surrey, BC
Full-time
In collaboration with the Customer Experience Manager or designate, the duties and responsibilities of the Customer Care Team Leader include, but are not limited to, the following:
Added 1 month ago
Community Fundraising Coordinator
BC Children's Hospital Foundation
Vancouver, BC
$60,870 to $68,000 CAD / year
Full-time
Reporting to a Community Fundraising Manager, this Coordinator position plays a critical role in creating meaningful and inspiring experiences for donors through various Community…
Added 28 days ago
Client Relationship Manager, Commercial Agriculture Banking - Lethbridge
Scotiabank
AB · Lethbridge, AB
The Client Relationship Manager (CRM) is a product generalist who possesses a good understanding of financial products and services and focuses on the cross sell and retention of existing…
Added 12 days ago
Manager, Business Platform Operations (Zendesk)
Ingram Micro
Toronto, ON · SoftCom Canada
$130,000 to $140,000 CAD / year
Full-time
Position Summary: The Manager, Business Platform Operations is responsible for leading the global strategy, operations, and transformation of Ingram Micro's Zendesk platform. Zendesk serves…
Added 9 days ago
Brand and Content Senior Manager
FanDuel
Toronto, ON
We are currently looking for a Brand & Content Senior Manager, Sportsbook , to join our FanDuel Canada team! This is a pivotal role responsible for uncovering consumer insights that define…
Added 28 days ago
Manager, CRM & Email Marketing
Joseph Ribkoff
Dorval, QC
The CRM & Email Marketing Manager is expected to make decisions based on data, performance, and return on investment, while aligning with the overall brand strategy and customer experience…
Added 1 month ago
Talent Acquisition Specialist (Contract)
DAC
Toronto, ON
Full-time
Compiles, analyzes, and utilizes data relating to recruiting, performance, and retention; works with Director P&C to identify opportunities to improve processes and procedures.
Added 20 days ago
Manager, Talent Partnerships
Later
Vancouver, BC
Built on a native, AI-powered platform and more than a decade of proprietary data - including billions of social interactions, impressions, and $2.4B+ in verified influencer-driven…
Added 1 month ago
Branch Manager
E.B. Horsman & Son
Richmond, BC
Full-time
Health, dental, and employee assistance program benefits
Added 1 month ago
Store Manager - Lime Ridge Mall (New Store Opening!)
Knix
Hamilton, ON
Full-time
We’re opening the doors to our newest retail location and looking for a dynamic Store Manager to lead the charge. This is your opportunity to build and inspire a team from the ground up,…
Added 20 days ago
Manger, Business Development - Canada and Strategic Accounts
Genesys
Toronto, ON
Full-time
…experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger…
Added 10 days ago
Process Transformation Consultant – Group Benefits Operations
Manulife
Halifax, NS · Kitchener, ON · Toronto, ON · Waterloo, ON · Montreal, QC
Full-time
Reporting to the Manager, Process Transformation, this role is designed for an experienced transformation professional and certified Six Sigma Black Belt who can independently lead complex,…
Added 1 month ago
Recruitment & Onboarding Specialist
Swish Maintenance Limited
Peterborough, ON
Full-time
…who plays a critical role in shaping the candidate and hiring manager experience. This role serves as the primary ambassador of the organization’s employer brand, representing Swish with…
Added 1 month ago
Facility Manager III
BGIS
Barrie, ON
Full-time
Facility Operations is core to our Success. The Facility Manager III is “THE OWNER OF THE HOUSE”. Focused on owning and driving all activity occurring in your building(s) and ensuring…
Added 1 month ago
Distribution Planning Manager
Techo-Bloc
Longueuil, QC · Saint-Hubert, QC
Full-time
The Distribution Planning Manager at Techo-Bloc is responsible for leading and developing the Distribution Planning team while ensuring the efficient movement of inventory across the…
Added 1 month ago
Principal Program Manager, Sales Motions Enablement
Autodesk
Toronto, ON · AMER - Canada - Ontario - Toronto - University Ave
Full-time
Autodesk is seeking a strategic, customer-centric, and execution-focused Principal Program Manager, Sales Motions Enablement to join the Go-to-Market Enablement organization. Reporting to…
Added 1 month ago
Assistant Store Manager, Trainee
Loblaw Companies Limited
Saskatoon, SK
Full-time
As an Assistant Store Manager in Training, you'll complete a comprehensive training program that prepares you to support store operations, lead teams, and deliver an exceptional customer…
Added 1 month ago
Senior Project Manager
BGIS
Calgary, AB
Full-time
The Senior Project Manager plans and oversees the end-to-end delivery of assigned projects and ensures delivery within scope, budget and requirements. At this level, projects are typically…
Added 1 month ago
Service Advisor - OpenRoad Honda
OpenRoad Auto Group
Brampton, ON
Full-time
Exclusive perks and benefits, including a Discounted Vehicle Purchasing Program, RRSP matching, and referral bonuses
Added 1 month ago
Manager Financial Reporting and Analysis
Munich Re
Toronto, ON
Assists in group reporting on a quarterly basis which includes preparation of data files, and analyzing key variances, reviewing dashboards, and aligning with finance leadership before…
Added 1 month ago
Manager, Customer Concerns
Scotiabank
Toronto, ON
The Manager, Customer Concerns plays a key role in supporting customers and contributing to the success of the Escalated Customer Concerns Office (Level 2) by managing complex customer…
Added 1 month ago
Lead | Medical Staff Retention and Experience
Interior Health Authority
Kelowna, BC
Full-time
The Lead, Medical Staff Retention & Experience (Lead) role is responsible for leading the development, coordination and evaluation of multipronged medical staff retention initiatives to…
Added 9 days ago
Field Account Manager
ClassPass
Canada
As a Field Account Manager, you’ll be the face of ClassPass in your region - building strong relationships with our most valuable partners and turning every touchpoint into an opportunity…
Added 1 month ago
Human Resources Manager
Saputo Inc.
Brandon, MB
Full-time
Saputo Dairy Products Canada G.P. is seeking a Human Resources Manager for an existing opportunity within our organization. The Human Resources Manager will champion Saputo’s culture and…
Added 1 month ago
Marketing Manager, Lifecycle & Retention
Organika Health Products Inc
Vancouver, BC
$80,000 to $95,000 CAD / year
Full-time
We are seeking a Lifecycle & Retention Marketing Manager to own the customer journey across our Shopify website, email, SMS, and ad landing pages. This role sits at the center of our…

Scotiabank

Manager, Customer Concerns

Toronto, ON, M5H 1H1, Canada

Posting language: English
Posted: Aug 21, 2026

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Original job description

Requisition ID: 270719

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

The Manager, Customer Concerns plays a key role in supporting customers and contributing to the success of the Escalated Customer Concerns Office (Level 2) by managing complex customer complaints. With a strong focus on customer centricity, the Manager demonstrates exceptional verbal and written communication throughout the client journey. Working in an extremely fast-paced, high-volume environment, the role is responsible for delivering fair, timely, and effective resolutions that enhance the customer experience and support retention, while ensuring compliance with all regulatory requirements, internal policies, and procedures. Collaborating with branches, contact centres, and other business partners across the organization, the Manager fosters a customer-focused, performance-driven culture and helps balance customer needs with the Bank’s business objectives. Through strong relationship management, sound judgment, effective problem-solving, and clear communication, the Manager contributes to positive customer outcomes and supports the Bank’s reputation for service excellence.

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

Demonstrate exceptional written and verbal communication skills, with the ability to provide thorough case documentation and tailor messaging to the audience, including clients, partners, and senior executives
Analyze complex situations, identify root causes, and determine appropriate resolutions and recovery actions
Build strong partnerships with branches, contact centres, business lines, and support functions to achieve customer-focused solutions, meet SLAs, and support continuous improvement
Exercise sound judgment in determining appropriate resolutions, compensation, and escalation strategies
Effectively engage with emotional, upset, or challenging customers while maintaining professionalism and empathy
Understand complaint-handling regulations, governance requirements, risk management, and applicable policies and procedures
Manage multiple complaints of varying complexity while meeting established regulatory requirements, standards, and SLAs, particularly during periods of high volume

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

Customer complaint investigation and resolution
Customer advocacy and relationship management
Complex problem-solving and critical thinking
Written and verbal communication
Stakeholder collaboration and influence
Conflict resolution and emotional intelligence
Regulatory compliance and risk awareness
Sound judgment and decision-making
Organization, prioritization, and time management
Ownership and accountability
Leadership, continuous improvement, and a solution-oriented mindset
Ability to work independently and deliver results
Knowledge of Bank products and services, Enterprise Complaint Management System (ECMS), Sales Builder, AS400, and Copilot
Knowledge of Scotiabank’s business operations to support effective complaint management across the Bank
Knowledge of the complaint-management process, including situation assessment, problem-solving, and decision-making

What’s in it for you?

A rewarding career path with diverse opportunities for professional development
An organization committed to making a difference in our communities - for you and our customers.
A competitive rewards program that includes an annual bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day.
Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow, and participate through our various Employee Resource Groups (ERGs), which span diverse gender identities, ethnicities, races, ages, abilities, and veteran statuses.
Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

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.

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More about this job

Responsibilities

The Manager, Customer Concerns is responsible for managing complex customer complaints and delivering fair, timely resolutions in a high-volume environment. They collaborate with various business partners to ensure compliance with regulatory requirements while fostering a customer-focused culture.

Requirements

Candidates must possess strong communication skills, the ability to analyze complex situations, and experience in complaint resolution and stakeholder management. Proficiency in bank-specific systems and a deep understanding of complaint-handling regulations are essential for success in this role.

Skills

Relationship management
Complex problem-solving
Critical thinking
Written communication
Verbal communication
Stakeholder collaboration
Conflict resolution
Emotional intelligence
Regulatory compliance
Risk awareness
Sound judgment
Decision-making
Time management
Accountability
Leadership

Benefits

Annual bonus
Flexible vacation
Personal days
Sick days
Comprehensive benefits
Employee resource groups

Visa sponsorship

Not detected in the job text

Keywords

Customer Concerns
Escalated Customer Concerns Office
Customer Centricity
Regulatory Compliance
Risk Management
ECMS
Sales Builder
AS400
Copilot
Complaint Management
Stakeholder Management
Service Excellence
Banking
Financial Services
Case Documentation
SLA Management
Continuous Improvement
Conflict Resolution
Relationship Management
Data Analysis

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