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 www.aviso.ca.

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 and Direct Investing
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