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Added 28 mins ago
MG
Director, Legal & Loan Operations
MarshallZehr Group Inc.
Waterloo, ON
- $110,000 to $130,000 CAD / year
- Full-time
Added 28 mins ago
MG
Associate, Loan Funding & Administration
MarshallZehr Group Inc.
Waterloo, ON
- $70,000 to $90,000 CAD / year
- Full-time
The successful candidate will be required to obtain a mortgage agent license through FSRA (paid for by MarshallZehr).
Added 28 mins ago
FH
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Added 28 mins ago
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Human Resources Business Partner
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- Full-time
…capital and achieve operational excellence. The HRBP acts as an agent of change, responsible for leading, implementing and delivering HR initiatives. The HRBP provides comprehensive HR…
Added 28 mins ago
Customer Experience Centre Agent - JPAG Office
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Ramp Services Agent ($21/h) YVR
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Role Description This is a full-time, on-site Travel Agent role based in Whitehorse, YT. The Travel Agent will assist guests with planning and booking tours, including making reservations…
Added 58 mins ago
AC
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- Full-time
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Added 58 mins ago
FH
Guest Services Attendant
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Added 58 mins ago
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Allstate Sales Agent (Guelph)
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Added 58 mins ago
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Leasing Agent / Assistant Resident Services Manager
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- Internship
Reporting to the Portfolio Manager, the Leasing Agent / Assistant Resident Manager carries out the administration and execution of day-to-day leasing, resident relations, and on-site…
Added 58 mins ago
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Financial Manager - PLM (Product Line Mgmt)
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- Full-time
Act as a change agent, continuously challenging the status quo and driving improvements
Added 58 mins ago
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Human Resources Business Partner
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- Full-time
Act as the lead customer service agent for Human Resources, receiving issues/complaints and facilitating timely resolution of these issues.
Added 1 hour ago
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Reservations Agent
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- Full-time
The duties and responsibilities for the Reservations Agent include, but are not limited to the following:
Added 1 hour ago
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Senior Coding, ML & Security Experts - AI Benchmarking
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…field and turn them into clearly defined challenges that an AI agent must solve from scratch in a Linux…
Added 1 hour ago
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Senior Systems & Hardware Experts - AI Benchmarking
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…field and turn them into clearly defined challenges that an AI agent must solve from scratch in a Linux…
Added 1 hour ago
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Agent(e) bilingue au centre de services TI | Français québécois et anglais
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- Full-time
Added 1 hour ago
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Human Resources Advisor
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Aptitude to function as a Change Agent, to foster creativity and idea generation.
Added 1 hour ago
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Leasing Team Lead, Ottawa
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- Full-time
Forum Asset Management is seeking a Leasing Team Lead to be the lead leasing agent for Ottawa. The role leases a building book personally and supervises the Ottawa leasing team, so it has…
Added 1 hour ago
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Leasing Team Lead, Waterloo
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- Full-time
Forum Asset Management is seeking a Leasing Team Lead to be the lead leasing agent for Waterloo, our largest student market. The role leases a building book personally and supervises the…
Added 1 hour ago
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Strong understanding of agentic AI architectures, multi-agent systems, prompt engineering, workflow orchestration, and AI application evaluation frameworks
Added 1 hour ago
LD
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- Full-time
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Added 1 hour ago
MU
Security Services Agent - Campus Safety and Security Services
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AB · Edmonton, AB
- Full-time
MacEwan University is seeking at least one Security Services Agent for a part-time, casual opportunity with our Campus Safety and Security Services department.
Added 1 hour ago
ID
Call Centre Agent - Work at Home
Inspire Direct Marketing
Remote, Canada
- $20 to $24 CAD / hour
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Added 1 hour ago
Operations Manager, Scotia iTRADE - Toronto, ON
Scotiabank
Toronto, ON
Design quality control practices to routinely review processed transactions and agent decision making.

Scotiabank

Operations Manager, Scotia iTRADE - Toronto, ON

Toronto, ON, M5H 4A9, Canada

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Job details

Apply by: Nov 21, 2026
Experience: 5+ years financial services industry experience preferably in a people manager role.
Posting language: English
Posted: Nov 6, 2026

Original job description

Requisition ID: 277919

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

The Manager, Operations will manage and oversee operations and support staff in one or more of the various functional areas including: Client Onboarding, Brokerage Transfer-ins, Cash Management, Physical Deposits, Mail Room or Client Communications to ensure its efficient and effective day-day running.

The position will regularly collaborate with operations management and iTRADE partners to make process improvements in support of their respective oversight. The manager will ensure all department goals and staff KPIs are met along with business objectives.

The manager will act as the primary contact for escalation and will demonstrate a thorough knowledge of products and operational processes to ensure he/she can respond in a timely and informed manner.

Major Accountabilities:

To manage and oversee one or more functional area of iTRADE Operations by:

Manage staffing, including adherence to CIRO (if applicable) and hiring decisions.
Collaborate with Operations Management and partners to identify and develop highly motivated key talent in accordance with standard Bank policies.
Create and surpass team department KPI’s and service levels by effectively tracking volumes and anticipating backlogs.
Provide tactical guidance and specialized knowledge to direct report(s) for development.
Provide regular, formal, and informal coaching to staff to ensure the proper development, understanding and necessary actions of established goals are executed.

To manage and enhance the client experience (internal and external) by:

Manage day-to-day team processes and ensure efficient workflow is in place to deal with time sensitive transactions, exceptions, rejections, and escalations, while adhering to compliant and secure methodologies
Ensure all client requests, cases or transactions are processed accurately.
Maintain regular review of processes to improve the quality of operational services.
Ensure staff are familiar with and understand new process changes impacting Compliance and Regulatory rules.
Draft and maintain policies, procedures, and client communications templates for area of Operations oversight.
Prepare clear, concise client correspondence and corporate communications.

To ensure that all operational / administrative processes for the business are performed effectively and efficiently by:

Monitor the department’s adherence to operational guidelines, compliance, and credit policies with industry regulations.
Design quality control practices to routinely review processed transactions and agent decision making.
Minimize potential reputational risks for business in the areas of money laundering, anti-terrorist financing and privacy laws by providing staff with the necessary tools to proactively identify transactions with risk.
Contributing to the broader Business Continuity Plan on an ongoing basis while also ensuring direct report(s) have the knowledge required to execute and follow the plan if needed.
Arranging for testing and team training for applications used in the department.

To actively collaborate with management to ensure the continued growth of Online Brokerage by:

Collaborate with the Call Center, Sales & Partnerships and iTRADE support groups to identify gaps or inefficiencies in process and to define compliant yet innovative solutions that enhance the client experience.
Subject matter expert for operational area and representative for business for any technology enhancement initiatives
Participate in project work aimed to create better client experience and/or achiever operational efficiency.
Regularly meet with counterparts in support areas to remain aware of any changes to processes that could impact the department service levels or KPIs as well as work with them to improve online brokerage processes.

Education, Work Experience & Designations:

College or University degree preferred.
5+ years financial services industry experience preferably in a people manager role.
Thorough understanding of Scotia iTRADE and Scotiabank policies and procedures related to Operations.
Canadian Securities Course (CSC) and Conduct and Practice Handbook (CPH) an asset.
Completion of Derivatives Fundamentals Course (DFC), Options Licensing Course (OLC) and Options Supervisors Course (OSC) an asset

Work Experience and Skill Requirements:

High level of brokerage industry, including knowledge in Client Onboarding, Brokerage Transfer-ins, Cash Management, Physical Deposits, Mail Room or Client Communications Superior customer service orientation, interpersonal skills, analytical, organizational and communication skills
Demonstrated leadership, managerial and delegation experience.
Experience working on projects that improve client experience.
Strong PC user skills in Microsoft Word/Excel/Outlook/Teams/ADP/AS400
Familiarity with budgeting and managing costs.
Ability to act quickly and professionally in situations which involve uncertainty or risk, using a high degree of good judgement.
The incumbent will work independently within the boundaries of existing firm policies and guidelines. Complex issues outside of incumbent’s discretion will be referred to senior management (i.e. issues affecting the budget, regulatory compliance and/or company policy). The incumbent will take independent action and initiative in coaching and developing staff.

Working Conditions:

This role can be performed remotely based on current hybrid model.
Due to the fast-paced nature of the Online Brokerage business, some stress (mental and physical) can occur during peak periods i.e., volatile financial markets, new strategic initiatives and when Contact Centre volumes rise.
This position is physically stationary (primarily phone, meetings, computer-based). There is every day/regular use of PC and internet technologies.
Flexibility of hours is a typical requirement for this position. (Beyond the traditional 9-5 workday).

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 Operations Manager oversees daily functional areas such as client onboarding and brokerage transfers to ensure efficient workflow and service levels. They also collaborate with partners to implement process improvements, manage staff performance, and ensure adherence to regulatory and compliance standards.

Requirements

Candidates should have at least 5 years of experience in the financial services industry, preferably in a people management role. A college or university degree is preferred, along with strong knowledge of brokerage operations and relevant industry certifications.

Skills

Operations Management
Team Leadership
Client Onboarding
Brokerage Operations
Process Improvement
KPI Management
Staff Coaching
Regulatory Compliance
Risk Management
Financial Services
Project Management
Customer Service
Budgeting
Analytical Skills
Communication Skills
Microsoft Office

Visa sponsorship

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Keywords

Operations Manager
Scotia iTRADE
Brokerage
Client Onboarding
Cash Management
CIRO
KPI
Compliance
Regulatory Rules
Business Continuity Plan
CSC
CPH
DFC
OLC
OSC
Microsoft Word
Microsoft Excel
Microsoft Outlook
Microsoft Teams
ADP
AS400
Financial Services
Risk Management
People Management
Process Improvement
Online Brokerage
Quality Control
Budgeting
Stakeholder Management
Project Work

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