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 www.aviso.ca.

The Opportunity:

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.

Who you are:

• 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

What your day looks like:

• 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

Requirements

Your experience and skills:

• 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 partners.
• Industry knowledge on Contact Centre best practices
• Strong understanding of the Operational functions within the Wealth Management business
• Strong Market knowledge – e.g. trading systems, order management, corporate actions
• Strong customer service focus and ability to manage and resolve escalated issues impacting our partners and clients
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• 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

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $83,000 - $93,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.