Manager, Client Advocacy - Canadian Commercial Banking, Toronto
Requisition ID: 265035
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
**About the Opportunity:**
As Manager, Client Advocacy, you
will use feedback, data insights, reporting, best practices, and partner input to improve the client experience across Canadian Commercial Banking.

You will support the Canadian Commercial Banking complaint model by driving process adoption, supporting client concern investigations and resolutions, and helping ensure alignment with Financial Consumer Agency of Canada (FCAC) expectations.

The ideal candidate is a client-focused, analytical, and solutions-oriented professional with robust judgment, sound knowledge of banking operations, and the confidence to navigate complex client concern matters with urgency and professionalism.

You are collaborative, curious, resilient, detail-oriented, and comfortable working with ambiguity.

This role requires you to use strong communication and relationship-building skills to influence partners, identify improvement opportunities, and balance client advocacy, operational effectiveness, regulatory compliance, and risk management.
**Accountabilities:**
Champion a client-focused culture that deepens relationships and leverages broader Bank relationships, systems, and knowledge
Communicate client concern details and resolutions to business partners and product owners to support informed outcomes
Partner with business lines to identify enhancements that make it easier for clients to do business with the Bank
Advocate for effective client concern handling by educating partners on managing client dissatisfaction and reinforcing a Client-First mindset
Drive continuous improvement by providing complaints management guidance, escalation support, process insights, and risk mitigation recommendations
Support tracking, reporting, version control, content updates, translations, and client concern trend analysis to keep leadership informed of key issues




Build subject matter expertise by using trends and competitive analysis to identify gaps, root causes, and operational shortfalls affecting clients
Apply the Bank's risk appetite and risk culture in day-to-day activities and decisions
Promote effective, efficient operations in alignment with Scotiabank's Values, Code of Conduct, and Global Sales Principles
Ensure day-to-day business controls support operational, compliance, AML/ATF/sanctions, and conduct risk obligations
Champion a high-performance environment and contribute to an inclusive workplace.
**Education / Experience / Other Information:**
Post-secondary education, preferably a university degree, or equivalent banking experience in client-facing, operations, or sales roles; minimum of 3 years' experience
Advanced proficiency in Microsoft Office, particularly Power

Point and Excel
Strong research skills with the ability to quickly build insight across operational processes, credit risk, and cash management products
Bilingualism in English and French is an asset
Strong understanding of the Bank, its business lines, technology, processes, and client concern handling; commercial banking knowledge or interest is preferred
Knowledge of industry best practices, regulatory requirements, and the complaints management environment
Experience with project management methodologies, project support or leadership, and writing user stories
Knowledge of Bank application systems, business line products, and processes
Strong judgment, urgency, and confidence navigating situations without precedent
Frequent in-person interaction in office and other defined venues




**Key Responsibilities:**
Support the development and ongoing refinement of the Canadian Commercial Banking complaint model
Ensure compliance with Financial Consumer Agency of Canada (FCAC) service-level agreements
Identify and implement client-focused improvements that optimize client concern handling and support regulatory compliance
Represent Canadian Business Banking effectively with internal partners and other key audiences
Provide subject matter expertise and consultation to departments and business lines across the Bank
**Working Conditions:**
Work in a standard office-based environment, with frequent in-person interaction in office and other defined venues
Ability to travel domestically and work non-standard hours as required.

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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) .

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.

📌 Manager, Client Advocacy - Canadian Commercial Banking, Toronto
🏢 Scotiabank
📍 Toronto