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About the Role

Aviso is seeking a Customer Solutions Service Supervisor to ensure the team delivers high-quality service to partners and clients, acting as the primary contact for inquiries and escalations with a focus on continuous improvement.

Responsibilities

• Foster a culture of continuous improvement where team members focus on the customer and find ways to improve service to our partners and clients.
• Collaborate with colleagues to find efficiencies across business lines, supporting Aviso in being an exceptional workplace and the partner of choice for our partners and clients.
• Support Service Centre team members across all our offices and provide them with individual coaching.
• Collaborate with other supervisors to ensure service quality reviews, task sharing with team members from other offices, and fostering a team spirit within the Service Centre.
• Collaborate with the Relationship Management, Operations, Compliance, and IT teams to ensure an exceptional partner and client service experience at all times.
• Regularly manage team members’ service quality reviews and provide regular, constructive support that contributes to improving their skills and service quality.
• Ensure team members regularly track their metrics and use issue-tracking applications, and that performance and quality objectives are met.
• Manage staffing levels based on planning for breaks, holidays, and vacation days, ensuring adequate staffing at all times.
• Ensure team members receive adequate training on new products, processes, and policies before they are launched.
• Monitor email and phone queues to maintain service levels.
• Serve as the primary point of contact for Service Centre daily support, escalations, and issues, and manage escalated issues as they arise.
• Contribute to the Service Centre operating plan.
• Be a subject matter expert responsible for representing the Service Centre on cross-departmental projects and supporting Service Centre initiatives.

Requirements

• Coaching and people management skills; know how to support your team’s development to perform at their best.
• Ability to use metrics to reinforce the voice of our clients and partners.
• Industry knowledge of best practices in service centres.
• Solid understanding of operational functions within wealth management businesses.
• Excellent market knowledge, e.g., trading systems, order management, strategic equity operations.
• Strong customer service orientation and ability to manage and resolve reported issues impacting our partners and clients.
• Proficiency (written and spoken) in French and English to communicate effectively with partners, clients, and colleagues across Canada.

Skills

• Coaching
• People management
• Metrics utilization
• Service centre best practices
• Wealth management operations
• Market knowledge
• Customer service
• Problem-solving
• French proficiency
• English proficiency

Location

• Canada

Work Type

• Full-time

Experience Level

• Supervisor

Salary/Compensations

• 83,000 $ to 90,000 $ CA per year

Benefits

• Competitive compensation program
• Leading health, dental, and insurance benefits
• Generous vacation
• Health and fitness benefits
• Top-up options for parental leave
• Top-up contributions for retirement program
• Commitment to staff development through learning and development
• Training support program
• Regular social events

About the Company

• Aviso is a leading wealth management organization dedicated to improving the financial well-being of Canadians.
• We are committed to leadership, innovation, and accountability, with a focus on partnership and community.
• Our dynamic 'oneaviso' culture and employees set us apart.
• With total assets under administration and management of approximately $145 billion and over 1,000 employees, Aviso is a major provider of wealth and investment management services for the Canadian financial sector.
• We are building a comprehensive, state-of-the-art, client-focused wealth management services ecosystem.
• Our clients include our partners, advisors, and investors.
• We are a trusted partner to almost all credit unions in Canada, as well as a wide range of portfolio managers, investment dealers, insurance companies, trust companies, and introducing brokers.
• Our partners rely on Aviso to deliver specific solutions that provide a competitive edge in a rapidly evolving and highly competitive industry.
• Our investment dealer, mutual fund dealer, and insurance services support thousands of investment advisors.
• Our asset manager is NEI Investments, specializing in responsible investing.
• Our direct-to-client online brokerage, Qtrade Direct Investing, empowers self-directed investors, and our fully automated investment service, Qtrade Guided Portfolios, serves investors who prefer a passive approach.
• Correspondent partners Aviso provides custody and account 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 its owners: credit union centrals, Co-operators/CUMIS, and Desjardins.
• We are proud to power businesses that empower investors.
• Working at Aviso means being part of a group of talented and energetic professionals who live their values daily, and belonging to an organization dedicated to your success and career development.
• If you are looking for interesting and challenging work within a people-focused company, apply to join our team!

Equal Opportunity

• Aviso welcomes and encourages applications from all qualified individuals, including applicants/individuals with disabilities.
• If you require accommodation, we will work with you to meet your needs at all stages of the hiring process.