Aviso Wealth

Senior Manager, Service Center

Aviso Wealth

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$115,000 - CA$135,000 per year

Job Level

Senior

About the role

  • Actively work with the non-contact team for metrics, quality, workforce management, and training delivery to your team.
  • Ensure effective implementation of a service quality and process efficiency program to optimize client onboarding and client experience resulting in higher NPS scores and SQM Survey results and other ranking agency scores
  • Work directly with Managers and Senior Managers in Operations and Compliance to find scalability and efficiency in processes
  • Coordinate onboarding and ongoing development programs for reps in conjunction with the non-contact team
  • Ensure top quartile delivery of service to Premier clients and ongoing expansion of that client base
  • (QDI) Determine any service or trading policy changes for Active Trader or High Net Worth clients
  • (QDI) Trading Manager to ensure trading activity is in compliance with credit and compliance rules. Set strategy for Investment Representative training and development
  • (QDI) Set strategy on system, policy, error mitigation and procedural improvements to mitigate trade risk
  • Ensure a continuous improvement culture whereby the manager and supervisor project a client first focus for their reps

Requirements

  • Post-Secondary degree – business/management area preferred
  • CUW - Canadian Securities Course (preferred). QDI requires CSC, CPH, DFOL, BMC, Options Supervisor courses
  • 5 years’ experience in service and operations within the financial services sector within IIROC/MFDA
  • 5+ years of service leadership experience
  • Knowledge of performance evaluation and customer service metrics
  • Excellent organizational and leadership skills with the ability to effectively problem solve
  • Team-first mentality
  • Excellent oral/written communication and interpersonal skills (influence, negotiation conflict resolution
  • Ability to use metrics to strengthen the voice of our clients and partners
  • Industry knowledge on Contact Centre best practices
  • Strong commitment to customer service
  • Demonstrates creativity and innovation while solving problems quickly and efficiently
  • Ability to adapt to and work effectively within a variety of situations, and with various individuals or groups
  • Ability to forge strong relationships and influence peers
  • Fluent communication skills in English are required and bilingual skills in French are an asset
Benefits
  • Competitive compensation package that rewards and recognizes individual contributions
  • Excellent health, dental and insurance benefits to meet the diverse needs of our employees
  • Generous vacation time, fitness benefit, parental leave top-up options
  • Matching contributions to our retirement program
  • Commitment to the continuous improvement of our staff through learning & development and an education assistance program
  • Regular social events to foster teamwork
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
performance evaluationcustomer service metricsservice qualityprocess efficiencytrading policy complianceerror mitigationprocedural improvementsclient onboardingtraining deliveryservice leadership
Soft Skills
organizational skillsleadership skillsproblem solvingteam-first mentalityoral communicationwritten communicationinterpersonal skillsinfluencenegotiationconflict resolution
Certifications
Post-Secondary degreeCanadian Securities CourseCSCCPHDFOLBMCOptions Supervisor courses