Manager, Trading – QTrade Contact Center
Aviso Wealth
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
Visit company websiteExplore more
Salary
💰 CA$93,000 - CA$113,000 per year
About the role
- Cultivate a team of customer service experience Investment Representative superstars
- Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
- Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
- Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
- Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
- Work with Trade Control to reach out to clients who encounter issues or who escalate
- Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base
- Conduct service quality and trade accuracy review
- Recognize and motivate your team to maintain high level of engagement and deliver on the brand promise
- Monitor and analyze all trade issues to recommend risk mitigation protocols, from a client experience perspective
- Find scalability opportunities for rep and client activity in processes and procedures
Requirements
- Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
- Registered as a Supervisor and Options Supervisor is required
- Completion of the Professional Development and Compliance Requirements of each CIRO education cycle
- 5-7 years related experience, with at least 3 years experience supervising Investment Representatives
- Expert Market knowledge – trading systems, order management, corporate actions
- Coaching and people management – know how to get the best out of your team
- Excellent customer service skills and Contact Centre best practices
- Large focus and ability to use metrics to strengthen the voice of our clients
- 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
trading systemsorder managementcorporate actionsKPIquality monitoringVoice of the Customerrisk mitigation protocolsmetrics analysisservice quality reviewtrade accuracy review
Soft Skills
coachingpeople managementcustomer serviceteam motivationengagementcommunicationknowledge sharingcontinuous improvementempowermentperformance management
Certifications
Registered SupervisorOptions SupervisorProfessional Development and Compliance Requirements