Shift Supervisor overseeing production crews, safety, quality, and KPIs at ROCKWOOL, a stone wool solutions manufacturer. Managing rotating 12 - hour shifts and continuous improvement initiatives.
About the role
- Supervisor managing Client Solutions team at Aviso Wealth. Overseeing service delivery and team development in a hybrid work environment.
Responsibilities
- 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
- 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
- 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
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