Supervisor, Customer Solutions

Aviso Wealth

Superviseur·e overseeing the Customer Solutions Service ensuring quality and support at Aviso. This hybrid role focuses on continuous improvement and collaboration within the team.

Posted 7/10/2026full-timeMontreal • 🇨🇦 CanadaMid-LevelSenior💰 CA$83,000 - CA$90,000 per yearWebsite

About the role

Key responsibilities & impact

Foster a culture of continuous improvement where team members prioritize the customer and identify ways to enhance the service we provide to our partners and clients
Collaborate with colleagues to identify efficiency gains across business areas, supporting efforts to make Aviso an exceptional workplace and the ideal partner for our partners and clients
Support Service Centre team members across all our offices and provide individual coaching
Work with other supervisors to ensure service quality reviews, coordinate task sharing with team members in other offices, and strengthen team spirit within the Service Centre
Partner with Relationship Management, Operations, Compliance, and IT teams to ensure an exceptional service experience for partners and clients at all times
Regularly conduct service quality reviews for team members and provide ongoing constructive support that helps improve their skills and the quality of their service
Ensure team members regularly monitor their KPIs, use issue-tracking applications, and meet performance and quality objectives
Manage staffing according to break schedules, vacations, and holidays, ensuring adequate coverage at all times
Ensure team members receive adequate training on new products, processes, and policies prior to rollout
Monitor email and call queues to maintain service levels
Act as the primary point of contact for day-to-day Service Centre support, escalations, and issues, and manage escalations as they arise
Contribute to the Service Centre operational plan
Serve as a subject-matter expert representing the Service Centre on cross-departmental projects and supporting Service Centre initiatives

Requirements

What you’ll need

People supervision and team management; ability to support the development of your team so they can perform at their best
Ability to use metrics to amplify the voice of our clients and partners
Industry knowledge of service centre best practices
Strong understanding of operational functions within wealth management activities
Excellent market knowledge, e.g., trading systems, order management, and capital markets operational strategies
Strong customer-service orientation and ability to manage and resolve reported issues that impact our partners and clients
Fluent in French and English (written and oral) to communicate effectively with partners, clients, and colleagues across Canada

Benefits

Comp & perks

A competitive compensation program that rewards and recognizes individual contributions
Comprehensive health benefits, dental care, and leading insurance coverage to meet the diverse needs of our employees
Generous vacation, wellness and fitness benefits, and additional options for parental leave
Supplemental contributions to our retirement plan
A commitment to continuous employee development through learning and development programs, including training support
Regular social events to foster teamwork

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI MonitoringIssue-Tracking ApplicationsService Quality ReviewsTraining on New ProductsOperational Strategies in Capital Markets

Soft Skills

Customer-Service OrientationCoaching and SupportCollaborationProblem ResolutionTeam Spirit Enhancement