Client Team Lead

Position: Client Experience Team Lead
Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.

In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and servesthe financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

Our Pinnacle team is currently growing! We’re seeking a Team Lead, Pinnacle – someone that will be in a hybrid role that incorporates the qualifications of a Client Experience Specialist with the qualities of a leader, coach and analyst. Working with the team and management they resolve problems and ensure an excellent experience to our clients. Integral to the success of this role, the ideal candidate must possess effective leadership qualities, communication skills, empathy, optimism, and strong verbal and written skills.

What you will do:

Provide leadership to Client Experience Specialists, as a first point of contact on matters requiring first level escalation, review and ‘on the spot’ training.

Investigate, research, and facilitate accurate solutions on escalated matters.

Recognize and contribute to process improvement opportunities intended to benefit the corporate branch with active engagement with management.

Actively respond, support, and communicate as required with IPC partners on behalf, and in the best interest of Advisors, IPC and clients.

Review invoicing submissions and expense requests prior to approvals.

Participates in onboarding of new team members, 1:1 discussions in conjunction with management as needed.

Identify training needs, learning opportunities and knowledge gaps within the team, in addition to validating training completion.

Collaborating with management on reporting and data management as needed.

Ensures excellence in every interaction to provide a consistent experience for all clients.

What you will bring:

Excellent relationship builder with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.

Ability to leverage technology to enhance client experiences

Ability to coach, lead and develop team members to perform effectively

Excellent client service skills with ability to anticipate client needs and provide timely follow up

Ability to multi-task, prioritize and thrive working in a fast-paced environment

Minimum of 5 years of experience in an Advisor/Client support role in a Financial Services firm. Alternate comparable experience will be considered.

Post-secondary diploma or degree in business, finance, economics or other related discipline.

Completion of or working towards completion of the CSC or IFIC is mandatory to support advisors and clients on the MFDA &/or IIROC platform.

Advanced knowledge of Word, Outlook, SharePoint, and Excel.

The base salary for this position is between  $59,800 - $99,700  annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life
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