Job Description

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

The Opportunity:

We're looking for a Supervisor, Service Center to join our Service Center team.

Reporting to the Manager, Service Centre the Supervisor, Service Center oversees the team's delivery of high quality service to our partner and clients and provides a main point of contact for any issues, escalations and questions with a focus on continuous improvement.

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:

• Nurture a culture of continuous improvement where team members have a client-first focus and find ways to improve the service to our partners and clients
• Work with peers to find efficiencies across the business lines, providing support to ultimately make Aviso a great place to work and a best place for our partners and clients to do business
• Support and provide 1 on 1 coaching to the Service Centre team members across our offices
• Partner with the other supervisors to provide quality reviews, job sharing with team members in other offices, and team building as one Service Centre team
• Collaborate with the Relationship Management, Operations, Compliance and IT teams to ensure the consistent delivery of exceptional service experiences to partners and clients
• Regularly manage team members quality reviews and provide regular meaningful support that helps improves team member's skill sets and service
• Ensure team members regularly track their metrics and use the issue tracking applications and that team members output and quality targets are met
• Manage the staffing levels related to scheduling of breaks, vacations and stat holidays, making sure there is sufficient coverage at all times
• Ensure team members are adequately trained on new products, processes, and policies in advance of launches
• Monitor email and phone queues to maintain service level
• Provide a main point of contact for day-to-day Service Centre support, escalations and issues, managing escalated issues as they arise
• Contribute to the Service Centre Operating plan
• Subject matter expert to represent the Service Center on cross departmental projects and to support Service Centre initiatives

Requirements:

Your experience and skills:

• Coaching and people management - know how to support your team's development to perform at their best
• Ability to use metrics to strengthen the voice of our clients and partners.
• Industry knowledge on Contact Centre best practices
• Strong understanding of the Operational functions within the Wealth Management business
• Strong Market knowledge - e.g. trading systems, order management, corporate actions
• Strong customer service focus and ability to manage and resolve escalated issues impacting our partners and clients
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits:

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 Wealth is a national, integrated financial services company, with over $100 billion in assets under administration and management. Aviso Wealth is owned by Credit Union Centrals, The Co-operators / CUMIS and Desjardins. Our MFDA-regulated dealer, full-service IIROC-regulated brokerage, and insurance dealer support thousands of financial advisors at credit unions across Canada. Our award-winning online brokerage, Qtrade Direct Investing, and our digital advice platform, VirtualWealth, give Canadians flexible choices for building their wealth. Our asset manager, NEI Investments, is a Canadian leader in Responsible Investment funds and portfolios, which are available through a national network of advisors. Aviso Wealth also provides custodial services and introducing broker services to independent financial organizations, including banks, trust companies, insurance companies, investment dealers, portfolio managers and financial planning firms. We have operations in Toronto, Vancouver, and Montreal with a regional office in Winnipeg. More information about Aviso Wealth is available at .

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