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Manager - Contact Center Internal Controls and Monitoring - Toronto, ON


Requisition ID: 36083

Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose:

The Manager, Contact Centre Internal Controls and Monitoring, is accountable for the development, oversight and ongoing assessment/testing of the effectiveness and adequacy of Contact Centre internal controls & monitoring activities (starting with Contact Centre Sales Practice Controls and Monitoring activities).


The role will help create an environment that promotes continuous improvement of Contact Centre internal control and monitoring processes to ensure alignment with the Bank’s various risk-related frameworks (e.g. Enterprise Sales Conduct Framework), effectively manage risks associated with Contact Centre operations while enhancing the value of the service we provide to customers.


Key Accountabilities:

  • Provide governance and oversight on Contact Centre Management Sales Practices and control activities, as mandated by the Enterprise-wide Sales Conduct Framework:
    • Work with the Contact Centres, IB Sales Practice team and appropriate stakeholders to ensure elements of the Framework are effectively in place and anchored across the IB Contact Centre sites.
    • Centrally monitor and track the closure of action plans required to close vulnerabilities identified through early alerts, sales monitoring process, incentives monitoring, Compliance testing and Audit reviews. This also includes coordinating with the Contact Centres for actions required to close issues identified through the various Sales Practice testings.
    • Identify systemic Sales Practice issues across the Contact Centre sites and working with the sites to define action plans to reduce/mitigate issues.
    • Continually assess and make recommendations to leverage other Contact Centre data sources which could help identify and flag potential sales conduct issues.
  • Develop and implement a wholistic Contact Centre Controls and Monitoring Design and Process:
    • Perform an analysis of existing Controls and Monitoring Processes across the Contact Centre sites (starting with, but not limited to, Sales Practice controls)
    • Identify opportunities to improve “current state” control/monitoring processes and work with the sites to implement stronger controls and better escalation processes
    • Maintain awareness of new regulatory/bank requirements or emerging industry practices that will impact or drive further improvement of Contact Centre internal controls and monitoring activities
    • Identify opportunities to leverage technology to improve controls and monitoring activities
    • Lead ongoing assessment and testing of the effectiveness and adequacy of CC Controls and Monitoring Processes; Report issues and raise action items to address gaps identified with existing controls
    • Adapt latest 1B, Compliance and Audit testing methodologies to improve existing Contact Centre Controls testing process
  • Support implementation of new initiatives, system solutions, products/services and/or enterprise-wide projects (e.g. AML):
    • Assess proposed implementation  and identify control gaps as it applies to the Contact Centre
    • Enhance existing Contact Centre internal controls and monitoring activities to ensure coverage of new initiatives/projects being implemented
    • Participate in Enterprise-wide projects that impact Contact Centre control and monitoring processes
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
  • Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.


Functional Competenices:

  • Change agent with high energy and willing to work in a fast-paced environment, strong willingness to deal with ambiguities and uncertainties
  • Fast learner, strong analytical skills and critical thinking capabilities to develop creative ways to analyze complex issues, develop solutions and implement sustainable future state processes
  • Proven ability to manage multiple projects with tight and conflicting deadlines
  • Proficiency with Excel data analytics and developing Powerpoint presentations
  • Fluency in Spanish required
  • Six Sigma/Lean Six Sigma designations are assets



  • Experienced at project management, leading change initiatives and driving process/continuous improvement with a focus on managing risks and internal controls
  • Experience working in a cross-functional environment


Location(s):  Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Full time
Toronto, 08, CA