Manager Client Services - Specialized Services

Team Leader, Private Client Service

This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced Center ensuring a positive working environment, effective change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements.

CUSTOMER: • Lead, coach, develop and oversee a diverse team of Private Client Service Associates (PCSA) and other Centre support staff • Lead operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience • Provide guidance on addressing client complaints, and when needed manage and escalate client concerns to Market Manager and/or National Office as appropriate • Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience • Lead change management initiatives, together with Center Management, to ensure implementation is smooth and adoption is early • Facilitate and lead training/education workshops on Branch Controls, Compliance and Fraud Prevention

SHAREHOLDER: • Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards • Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies and individual goals • Resolve escalated matters and refer complex issues / situations beyond own level of expertise • Ensure adherence to operating standards and processes – perform quality checks and validation of work • Review and/or update procedures ensuring all functions and systems are well documented • Ensure necessary due diligence to support the accuracy of all client transactions / activities • Follow and ensure employees understand and apply bank operating policies and procedures • Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary • Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts. • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite • Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE TEAM: • Lead, coach, develop and oversee a diverse team of Client Service Associates and other branch support staff • Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner • Act as primary delegate when Market Manager is offsite. Perform required oversight on projects and programs • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct • Share knowledge, information, skills, and subject matter expertise on day-to-day transactional policies and procedures among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams • Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes • Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives • Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives • Act as a brand champion for the business area/function and the bank, both internally and/or externally

BREADTH & DEPTH • Lead a team, responsible for a wide range of processes, and in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and jurisdictions • Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk • Requires intermediate level of knowledge of Retail Banking systems, applications, processes and procedures • Closely monitor workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short to medium term • Plan, organize and coordinate the activities for own area and resolves operational issues • Manage team requiring workforce to decision on acceptable level of risk- Low to Moderate risk potential (loss/reputational) for functional area • Decision making authority and ambiguity of issues managed generally limited to less complex, non-standard issues or exceptions • Effectively handle day-to-day issues, determining the most appropriate course of action for resolution • Knowledge of Bank regulatory risk and compliance policies, processes and requirements • Generally reports to Market Manager

EXPERIENCE & EDUCATION: • Post-secondary/university degree • 5+ years of related people manager experience • Canadian Securities Course (CSC)