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About the Role

Oversee day-to-day operations, manage team members, and maintain high standards of quality and customer satisfaction. Foster a positive work environment, resolve conflicts, and promote teamwork and collaboration.

Responsibilities

• Provide direction, guidance, and support to team members by setting clear expectations, defining goals, and motivating team members to achieve them.
• Evaluate team member performance regularly, including providing feedback, coaching, and conducting performance appraisals.
• Identify training needs and provide opportunities for learning and skill development.
• Allocate resources such as time, manpower, and budget to ensure smooth client service operations.
• Prioritize tasks, assign responsibilities, and manage workload distribution among team members.
• Ensure effective communication within the team and with other stakeholders.
• Facilitate conflict resolution and foster a positive work environment.
• Participate in the recruitment process, including interviewing candidates and overseeing training of new employees.
• Enforce company policies and procedures within the team, promoting adherence to ethical guidelines and quality standards.
• Ensure requests submitted through the ticketing system are managed within SLAs.
• Establish clear expectations for professionalism, courtesy, and empathy in all communications.
• Act as the first point of contact for escalations, addressing them promptly and effectively.
• Cultivate a client-centric culture within the team, emphasizing putting Advisors first.
• Promote a mindset of continuous improvement and innovation to enhance the client experience.
• Set up regular feedback sessions with advisor teams, identify trends, and adjust service strategies.
• Follow up on previous feedback and confirm service adjustments.
• Build rapport with advisor teams, custodian NBIN, and internal departments.
• Coach the team to take genuine interest in Advisor team needs and concerns, fostering trust and loyalty.
• Recognize and celebrate team members' successes in building strong client relationships.
• Attend weekly ticket reviews with NBIN, analyze trends, and proactively address issues.
• Identify training opportunities for both the team and the firm.
• Continuously strive to enhance workflows and processes for an exceptional advisor experience.
• Assume responsibility for weekly reporting to the Senior Manager, detailing data points, trends, and statistics.
• Collaborate with other departments as needed to facilitate the development of organizational processes and procedures.
• Maintain and update the team's guide and training plans.
• Undertake additional responsibilities as delegated.

Requirements

• Ability to inspire, motivate, and guide team members towards achieving common goals, while also fostering a positive and inclusive work environment.
• Deep understanding of client needs and expectations, with a commitment to delivering exceptional service and building long-term relationships.
• Strong analytical and critical thinking skills to identify issues, develop solutions, and make timely decisions.
• Experience in recruiting, training, and managing a diverse team.
• Ability to manage conflicts and difficult situations diplomatically.
• Flexibility to adjust to changing priorities, client demands, and operational requirements.
• Effective prioritization and organizational skills to manage workload, meet deadlines, and ensure optimal utilization of resources.
• Capacity to work collaboratively with other departments and NBIN.
• Must be legally eligible to work in Canada.
• A background check, satisfactory to the employer, may be required.
• Must be able to travel up to 2% of the time.

Skills

• Excellent verbal and written communication skills
• Proficiency with the MSOffice suite, including Word, Excel, PowerPoint, Teams, and Outlook.
• Bilingualism (English and French) is considered an asset.

Location

• Winnipeg
• Toronto

Work Type

• Full-time

Experience Level

• 5-8 years’ financial services industry experience working in a high growth environment.
• 2+ years of client service Experience.
• 2+ years’ experience in a leadership or Manager role preferably in client service team.

Education Level

• Bachelor’s degree or diploma in Business Administration or similar field of study.
• Equivalent combination of education and experience may be considered.
• CSC certification and management related course are good to have.

Salary/Compensations

• $77,000 - $83,000 annually

Benefits

• Health insurance
• Accident and life insurance
• Other unique benefits per location
• Discretionary bonuses
• Other perks and rewards

About the Company

• Founded in 2017, Wellington-Altus Financial Inc. is one of Canada’s Top Growing Companies.
• Parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc.
• Wellington-Altus Private Wealth is the top-rated investment dealer in Canada.
• With more than $50 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers, and their high-net-worth clients.

Equal Opportunity

• Wellington-Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders.
• All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.
• If you require accommodation for the recruitment process, please let us know at the point of application.