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About the Role

The Supervisor, Client Solutions oversees the team’s delivery of high quality service to our partner and clients, providing a main point of contact for issues, escalations and questions with a focus on continuous improvement.

Responsibilities

• 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
• Act as a subject matter expert to represent the Service Center on cross departmental projects and to support Service Centre initiatives

Requirements

• 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
• Strong understanding of the Operational functions within the Wealth Management business
• Strong customer service focus and ability to manage and resolve escalated issues impacting our partners and clients

Skills

• Industry knowledge on Contact Centre best practices
• Strong Market knowledge – e.g. trading systems, order management, corporate actions
• Fluent communication skills in English
• Bilingual skills in French are an asset

Location

• Toronto
• Vancouver
• Montreal
• Winnipeg

Work Type

• Full-time

Experience Level

• Supervisor

Salary/Compensations

• $83,000 - $90,000 CAD annually

Benefits

• Competitive compensation package
• Excellent health, dental and insurance benefits
• 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
• Education assistance program
• Regular social events

About the Company

• Aviso Wealth is a leading wealth management and investment services provider for the Canadian financial industry.
• We have 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.

Equal 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.