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About the role
- Superviseur·e overseeing the Customer Solutions Service ensuring quality and support at Aviso. This hybrid role focuses on continuous improvement and collaboration within the team.
Responsibilities
- Foster a culture of continuous improvement where team members prioritize the customer and identify ways to enhance the service we provide to our partners and clients
- Collaborate with colleagues to identify efficiency gains across business areas, supporting efforts to make Aviso an exceptional workplace and the ideal partner for our partners and clients
- Support Service Centre team members across all our offices and provide individual coaching
- Work with other supervisors to ensure service quality reviews, coordinate task sharing with team members in other offices, and strengthen team spirit within the Service Centre
- Partner with Relationship Management, Operations, Compliance, and IT teams to ensure an exceptional service experience for partners and clients at all times
- Regularly conduct service quality reviews for team members and provide ongoing constructive support that helps improve their skills and the quality of their service
- Ensure team members regularly monitor their KPIs, use issue-tracking applications, and meet performance and quality objectives
- Manage staffing according to break schedules, vacations, and holidays, ensuring adequate coverage at all times
- Ensure team members receive adequate training on new products, processes, and policies prior to rollout
- Monitor email and call queues to maintain service levels
- Act as the primary point of contact for day-to-day Service Centre support, escalations, and issues, and manage escalations as they arise
- Contribute to the Service Centre operational plan
- Serve as a subject-matter expert representing the Service Centre on cross-departmental projects and supporting Service Centre initiatives
Requirements
- People supervision and team management; ability to support the development of your team so they can perform at their best
- Ability to use metrics to amplify the voice of our clients and partners
- Industry knowledge of service centre best practices
- Strong understanding of operational functions within wealth management activities
- Excellent market knowledge, e.g., trading systems, order management, and capital markets operational strategies
- Strong customer-service orientation and ability to manage and resolve reported issues that impact our partners and clients
- Fluent in French and English (written and oral) to communicate effectively with partners, clients, and colleagues across Canada
Benefits
- A competitive compensation program that rewards and recognizes individual contributions
- Comprehensive health benefits, dental care, and leading insurance coverage to meet the diverse needs of our employees
- Generous vacation, wellness and fitness benefits, and additional options for parental leave
- Supplemental contributions to our retirement plan
- A commitment to continuous employee development through learning and development programs, including training support
- Regular social events to foster teamwork
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