Supervisor, Customer Support

Aviso Wealth:

At Aviso, we are dedicated to improving the financial well‑being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

We’re looking for a Supervisor, Customer Support to join our Client Solutions team.

Reporting to the Manager, Service Centre, the Supervisor, Customer Support oversees the team’s delivery of high quality service to our partner and clients and provides a main point of contact for any issues, escalations and questions with a focus on continuous improvement.

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client‑centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner.
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes.
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization.
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in‑depth understanding of your individual team members.

• 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.
• Subject matter expert to represent the Service Center on cross departmental projects and to support Service Centre initiatives.

• 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…