Senior Manager, Client Solutions

Aviso Wealth:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at .

The Opportunity:

We’re looking for a Senior Manager, Service Centre to join the Service Centre team.

Reporting to the Director, Customer Service Experience, the Senior Manager, Client Solutions is responsible for managing the leaders of the Investment Representatives team to lead the optimization of policies and procedures on an inter-departmental basis (SOCON), optimization of team efforts for quality service delivery, and coordinate training and development programs for the Service Centre team. The Senior Manager, Service Centre will liaison with the Senior Manager of Client Engagement and Senior Manager of Product and CU Wealth peers to develop strategy to enhance the Service Centre offering.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• 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
• Ensure a continuous improvement culture whereby the manager and supervisor project a client first focus for their reps

Your experience and skills:

• Post-Secondary degree – business/management area preferred
• Canadian Securities Course (preferred).
• 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

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• 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

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with over $130 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $103,000 - $131,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.