Senior Manager, Service Center

Overview

Aviso is dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, Aviso emphasizes leadership, innovation, partnership, responsibility, and community. Our people and dynamic ‘oneaviso’ culture set us apart. For more about Aviso, visit

We’re looking to fill an opening for a Senior Manager, Service Center to join the Service Centre team. Reporting to the Director, Service Centre, the Senior Manager will lead the leaders of the CSO or IR team to optimize inter-departmental policies and procedures (SOC), enhance quality service delivery, and coordinate training and development programs for the Service Centre team. The Senior Manager will liaise with the Senior Manager of Client Engagement and Senior Manager of Product and CU Wealth peers to develop strategy to enhance the Service Centre offering.

• Service – You put your clients’ needs first, advocate service excellence, deliver client-centric solutions, and proactively develop strategic partnerships that position Aviso Wealth as a trusted advisor and partner
• Execution – You commit to achieving goals, focus on getting things done, and continuously improve. You take accountability and learn from mistakes
• Collaboration – You work with others to drive positive results, contribute to team goals, encourage collaboration, build trust and inclusion, and foster effective relationships inside and outside the organization
• Leadership – You lead your team with direction, coaching, and motivation, remove obstacles, allocate resources, and provide feedback based on understanding of team members

• Actively work with the non-contact team on metrics, quality, workforce management, and training delivery for your team
• Implement a service quality and process efficiency program to optimize client onboarding and client experience, aiming for higher NPS scores and SQM results
• Collaborate with Managers and Senior Managers in Operations and Compliance to improve scalability and efficiency
• Coordinate onboarding and ongoing development programs for representatives with the non-contact team
• Ensure top quartile service delivery to Premier clients and ongoing expansion of that client base
• Determine service or trading policy changes for Active Trader or High Net Worth clients
• Ensure trading activity complies with credit and compliance rules; set strategy for Investment Representative training and development
• Set strategy on system, policy, error mitigation and procedural improvements to mitigate trade risk
• Promote a continuous improvement culture with a client-first focus for reps

• Post-secondary degree – business/management preferred
• CUW - Canadian Securities Course (preferred)
• 5 years’ experience in service and operations within the financial services sector (IIROC/MFDA)
• 5+ years of service leadership experience
• Knowledge of performance evaluation and customer service metrics
• Excellent organizational and leadership skills with the ability to problem solve
• Team-first mentality
• Excellent oral and written communication and interpersonal skills (influence, negotiation, conflict resolution)
• Ability to use metrics to strengthen the voice of our clients and partners
• Industry knowledge on Contact Centre best practices
• Strong commitment to customer service
• Creativity and innovation in solving problems quickly and efficiently
• Ability to adapt to and work effectively in various situations and with diverse individuals or groups
• Ability to forge strong relationships and influence peers
• Fluent English; bilingual English-French is an asset

Aviso offers a dynamic and inclusive culture that rewards innovation and celebrates success. Here are a few benefits:

• Competitive compensation package
• Excellent health, dental and insurance benefits
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to retirement program
• Continuous improvement through learning and development and education assistance
• Regular social events to foster teamwork

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