Senior Manager, Service Center

Aviso:

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 to fill an opening for a Senior Manager, Service Center to join the Service Centre team.

Reporting to the Director, Service Centre, the Senior Manager, will manage the leaders of the CSO or IR team to lead the optimization of policies and procedures on an inter-departmental basis (SOC), optimization of team efforts for quality service delivery, and coordinate training and development programs for the Service Centre team. The Senior Manager 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 put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and 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
• (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

Your experience and skills:

• Post-Secondary degree – business/management area preferred
• CUW - 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

Benefits

Why Aviso?

At Aviso, 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

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso 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 approximately $145 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 $115,000 - $135,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.