Actively work with the non-contact team for metrics, quality, workforce management, and training delivery to your team.
Ensure effective implementation of a service quality and process efficiency program to optimize client onboarding and client experience resulting in higher NPS scores and SQM Survey results and other ranking agency scores
Work directly with Managers and Senior Managers in Operations and Compliance to find scalability and efficiency in processes
Coordinate onboarding and ongoing development programs for reps in conjunction with the non-contact team
Ensure top quartile delivery of service to Premier clients and ongoing expansion of that client base
(QDI) Determine any service or trading policy changes for Active Trader or High Net Worth clients
(QDI) Trading Manager to ensure trading activity is in compliance with credit and compliance rules. Set strategy for Investment Representative training and development
(QDI) Set strategy on system, policy, error mitigation and procedural improvements to mitigate trade risk
Ensure a continuous improvement culture whereby the manager and supervisor project a client first focus for their reps

Post-Secondary degree – business/management area preferred
CUW
Canadian Securities Course (preferred)
5 years’ experience in service and operations within the financial services sector within 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 effectively problem solve
Team-first mentality
Excellent oral/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
Demonstrates creativity and innovation while solving problems quickly and efficiently
Ability to adapt to and work effectively within a variety of situations, and with various individuals or groups
Ability to forge strong relationships and influence peers
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

Senior Manager, Service Center

Key skills