Manager, Case & Care Management (Operations & Transformation)

Responsibilities

• Lead and independently review client complaints, analyzing transaction history, recorded call details, and email correspondence to reconstruct events accurately.
• Partner with Customer Advocacy, Relationship Managers, Product teams, and Branch staff to gather facts and determine whether internal policies or regulatory requirements were breached.
• Draft formal investigation outcomes that are clear and professional, proposing fair settlements or remedial actions where necessary.
• Diagnose systemic risk or issues within the Wealth Management journey, and recommend process improvements to prevent future complaints.
• Design and execute strategic dispute resolution plans, autonomously proposing complex financial settlements, ex‑gratia payments or commercial remediations when systemic gaps are identified.
• Draft high‑stakes, legally robust, professional final response letters and executive‑level investigation reports...