About this role
Role Overview
- Champion service quality awareness and continuous improvement of operational matters for our partners
- Subject Matter Expert for service escalation and problem resolution
- Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on Canadian Operations
- Research inquiries, issues, and concerns – 'carry the baton' to obtain status updates, answers, and solutions – providing seamless service to our business and internal partners
- Advocate for strong Service Level Agreement (SLA) performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations, as required
- Proactively identify and monitor group service quality performance gaps/trends against established SLA standards
- Analyze root cause and recommend solutions/action plan
- Provide advice and counsel for service quality efficiency, effectiveness, and client care opportunities
- Leverage internal/external contacts to address/resolve issues/opportunities
- Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution, and related initiatives with field impact or specific to the group
- Prepare accurate and timely documentation and reports
Requirements
- 4-year degree from an accredited university or equivalent, or high school diploma with 3 years or more of work experience
- Minimum of 1 year of securities, banking, technology, or related industry experience
- Exceptional relationship management and analytical skills
- Ability to communicate and partner effectively with front office professionals (Investment Advisors, Portfolio Manager, etc.)
- Ability to work independently and adhere to committed deliverables in a fast-paced, dynamic work environment
- Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization
- Bilingualism (English and French) is nice to have
- 4-year degree from an accredited university in business, finance, or related field is nice to have
- CFA Program candidate is nice to have
Benefits
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
- Opportunities to take on progressively greater accountabilities