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Registered Practical Nurse (RPN)
Kingston Community Health Centres
Greater Napanee, Ontario · Napanee, Ontario
Perform nursing process through assessment, diagnosis, planning, intervention and evaluation.
Registered Nurse – Rapid Access Addiction Medicine
NorWest Community Health Centres
Thunder Bay, ON
…Clinic. As a valuable member of the NorWest Community Health Centres teams, is charged with providing care to clients living with addiction within an interdisciplinary model. The approach…
RPN/RN - Foot Care Nurse
NorWest Community Health Centres
Thunder Bay, ON
One of a network provincial community health centres, the NorWest Community Health Centres is a community based, non-profit organization funded by Ontario Health, emphasizing access to…
RPN – Foot Care Nurse
NorWest Community Health Centres
Greenstone, ON
One of a network of provincial community health centres, the NorWest Community Health Centres is a community based, non-profit organization funded by Ontario Health, emphasizing access to…
RPN/RN – Foot Care Nurse
NorWest Community Health Centres
Thunder Bay, ON
One of a network of provincial community health centres, the NorWest Community Health Centres is a community based, non-profit organization funded by Ontario Health, emphasizing access to…
Added 18 hours ago
Deputy Centre Manager – Dorchester
SWRAC
Dorchester, ON
Full-time
The Deputy Centre Manager plays a key role in supporting the effective day-to-day management of the centre, ensuring high-quality education, learner support, safeguarding and operational…
Nurse Practitioner
NorWest Community Health Centres
Thunder Bay, ON
One of a network of provincial community health centres, the NorWest Community Health Centres is a community based, non-profit organization funded by Ontario Health, emphasizing access to…
Supervisor - Licensed Child Care
Macaulay Child Development
Toronto, ON
81,995 to 96,351 CAD / year
Full-time
…coordinate the day-to-day activities and operations of Child Care Centres and/or programs. Mentor and lead staff to enable the delivery of high-quality programs and services to children,…
Occupational Therapist - Part Time and Full Time
Wing Kei Care Centres
Calgary, AB
Full-time · Part-time
Under the direction and supervision of Director of Care and Clinical Manager, the Occupational Therapist will be responsible for assessment, care planning, rehab intervention and evaluation…
Added 58 mins ago
Registered Dietitian
Humber River Health
Toronto, ON · Greater Toronto, ON
Other
…Dietitians assist patients with their nutritional needs performing assessments, and making nutritional recommendations. Registered dietitians are health care professionals who are trained…
In-Reach Worker, Stratford Connections and Warming Centre
Canadian Mental Health Association Huron Perth Addiction and Mental Health
Stratford, ON
Part-time · Contract
Reporting to the Program Manager, the In-Reach Worker, Connections and Warming Centres, is responsible to support individuals seeking shelter from the winter elements by offering a…
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…
Physiotherapist - Part Time (0.6 FTE) with potential for more FTE in future
Wing Kei Care Centres
Calgary, AB
Part-time
Under the direction and supervision of the Director of Resident Experience and Clinical Manager, the Physical Therapist will be responsible for the assessment and care planning for the…
Manager- IT Field Support
Canadian Blood Services
Calgary, AB · Edmonton, AB · Vancouver, BC · Winnipeg, MB · Saint John, NB · St. John's, NL · Dartmouth, NS · Brampton, ON · Hamilton, ON · London, ON · Ottawa, ON · Sudbury, ON · Toronto, ON · Ancaster, ON
Canadian Blood Services is looking for a Regular Full-time Manager - IT Field Support to join our dynamic IT Infrastructure Operations and Delivery team in our Digital Solutions and…
Resident Care Manager (Evening) / Clinical Educator
Winnipeg Regional Health Authority
Winnipeg, MB
Lions Housing Centres Inc. is recruiting for a permanent 0.7 EFT Evening Resident Care Manager (RCM) / Clinical Educator position. This position is responsible for providing overall…
System Administrator
SGGG Fund Services Inc.
Toronto, ON
…environments and managing network infrastructure across two data…
Technical & Hardware Support Analyst Co-op - Winter 2027
SGGG Fund Services Inc.
Toronto, ON
Comfortable working in high voltage and noisy environments of server rooms and data centres
Resident Care Manager (Evening) / Clinical Educator
Shared Health-Soins Communs
Winnipeg, MB
Full-time
Lions Housing Centres Inc. is recruiting for a permanent 0.7 EFT Evening Resident Care Manager (RCM) / Clinical Educator position. This position is responsible for providing overall…
Employment Case Manager
PCRS General
BC
Full-time
WorkBC Employment Service Centres provide access to employment services including job search resources, skills assessment, training, work experience placement and online services. The…
Rehab Assistant - Part time (0.7FTE) to Full Time
Wing Kei Care Centres
Calgary, Alberta
Full-time · Part-time
Under the direction and supervision of Director of Care and Clinical Manager, the Rehab Assistant will be assisting the Occupational Therapist and Physical Therapist to improve and maintain…
Breast Navigator (Imaging Technologist), Medical Imaging
Humber River Health
ON · Greater Toronto Area, ON
Other
…an accredited facility and a regional site for Average Risk, Assessment and High-Risk OBSP…
C193 - Case Manager - (Full Time)
Phoenix Drug & Alcohol Recovery and Education Society
Surrey, BC
Full-time
The position is responsible for: case management, including the facility resident orientation, assessment, supportive counselling, and group facilitation; client support; and community…
Physiotherapist, Outpatients
Humber River Health
ON · Greater Toronto Area, ON
Other
…Wilson. Occasional cross site coverage at the Reactivation Care Centres (Finch & Church sites) may be required - subject to change as per Article HRH 2 – Management RightsLabour Group:…
Added 22 hours ago
Senior Manager, AI Business Enablement
Scotiabank
Toronto, ON
…requirements, and operational excellence objectives. The Senior Manager provides support to business partners across AI discovery, business case development, initiative and solution…
Respiratory Therapist - Hyperbaric Chamber
Nova Scotia Health and IWK Health
Halifax, NS
Under the direction of the Manager, the Respiratory Therapist applies their knowledge, skills and judgment in the provision of diagnostic, assessment and therapeutic modalities to assist in…

Scotiabank

Manager, Customer Concerns

Toronto, ON, M5H 1H1, Canada

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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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.

Experience

5 to 10 years

Working hours

40 hours per week

Job type

Full-time

Work arrangement

On-site

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

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.

Apply by Sep 21, 2026

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