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About the Role

The Client Solutions department at Mackenzie Investments is seeking an inspiring, energetic, and dynamic Manager to coach and develop team members of the SCGF team, focusing on maximizing quality and productivity in client requests. This role involves overseeing daily operations, business controls, and driving continuous improvement and customer service excellence.

Responsibilities

Coaching and developing team members of the SCGF team, with a focus on maximizing quality and productivity achieved while completing client requests.
Ensuring timely follow-up and all elements of contact management to internal and external business partners within predefined timelines.
Overseeing the day-to-day operations of the business including all business controls.
Managing team’s performance with a focus on achieving and exceeding quality and productivity targets.
Initiating cross-training for job enrichment, efficiency gains and career progression.
Identifying opportunities for change and optimization in a collaborative manner.
Close collaboration with internal business partners to continuously improve business processes in day-to-day activities.
Proactively maintaining knowledge of business unit policy and procedures and communicates changes as required.
Refining and monitoring departmental goals and initiatives.
Managing workflow to ensure service levels are achieved and team resources are utilized efficiently.
Continually evaluating productivity and quality results and provides timely coaching to team members.
Creating effortless experiences for our clients.
Applying business knowledge to contribute to the resolution of escalated and time sensitive issues.
Re-engineering and or refining business process flow to enhance overall experience service delivery change management.
Participating in recruiting, hiring and on-boarding of new employees to support business needs.

Requirements

5 or more years of experience in a diverse client service focused environment.
Knowledge and experience in building high-performing teams, providing opportunities for employee development through coaching.
Proven experience of managing teams through change.
Ability to establish and maintain strong working relationships with your teams, peers and business partners across the company.
Detail oriented with the ability to delegate and meet strict deadlines and the ability to set high goals and standards for the team and yourself.
Ability to think, problem solve and make decision in a fast-pasted dynamic deadline-oriented environment.
Excellent written and oral communication and an ability to interact effectively with frontline staff to senior management.
Ability to plan, analyze data, coordinate and manage multiple priorities with competing demands.

Skills

Client-facing experience
Leading people
Relationship management
Results oriented mindset
Strategic thinker
Communication
Planning and Organization
Post-secondary degree in Business Administration and/or related field
Proficient in Microsoft Office
Superior knowledge if the financial services, mutual fund industry, investment products and services, policies and procedures
Charitable administration experience
Bilingualism, French and English would be an asset

Location

Hybrid

Work Type

Hybrid

Experience Level

5 or more years of experience

Education Level

Post-secondary degree in Business Administration and/or related field

Salary/Compensations

$69,000-$86,000

Benefits

Hybrid & flex work arrangements
Inclusive culture and diversity
Paid time off

About the Company

IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025.
It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments.
Mackenzie Investments, founded in 1967, is a key part of IGM's business model, serving as a comprehensive asset-management partner for Canadian financial advisors and their clients.
Mackenzie Investments is recognized as one of Canada’s Top 100 Employers for the fourth consecutive year and one of Canada’s Best Diversity Employers.
The Client Solutions department is dedicated to building trust with every client request through a strategic approach of providing consistent and reliable service experiences through operational excellence and discipline.
The Strategic Charitable Giving Foundation is a donor-advised giving program designed to provide a strategic and more focused approach to giving.
The SCGF team, within Client Solutions at Mackenzie Investments supports this service offering across IGM Financial.

Equal Opportunity

IGM is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.
Mackenzie Investments is an accessible employer committed to providing barrier-free recruitment experience. If you require accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.