Cultivate a team of customer service experience Investment Representative superstars
Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
Work with Trade Control to reach out to clients who encounter issues or who escalate
Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base
Conduct service quality and trade accuracy review
Recognize and motivate your team to maintain high level of engagement and deliver on the brand promise
Monitor and analyze all trade issues to recommend risk mitigation protocols, from a client experience perspective
Find scalability opportunities for rep and client activity in processes and procedures

Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
Registered as a Supervisor and Options Supervisor is required
Completion of the Professional Development and Compliance Requirements of each CIRO education cycle
5-7 years related experience, with at least 3 years experience supervising Investment Representatives
Expert Market knowledge – trading systems, order management, corporate actions
Coaching and people management – know how to get the best out of your team
Excellent customer service skills and Contact Centre best practices
Large focus and ability to use metrics to strengthen the voice of our clients
Fluent communication skills in English are required and bilingual skills in French are an asset

Competitive compensation package that rewards and recognizes individual contributions
Excellent health, dental and insurance benefits to meet the diverse needs of our employees
Generous vacation time, fitness benefit, parental leave top-up options
Matching contributions to our retirement program
Commitment to the continuous improvement of our staff through learning & development and an education assistance program
Regular social events to foster teamwork

Manager, Trading – QTrade Contact Center

Key skills