Senior Manager, Service Center
Aviso Wealth
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • 🇨🇦 Canada
Visit company websiteSalary
💰 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
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