Client Experience Team Lead
About The Position
Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada. With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers. Our Pinnacle team is currently growing! We’re seeking a Team Lead, Pinnacle – someone that will be in a hybrid role that incorporates the qualifications of a Client Experience Specialist with the qualities of a leader, coach and analyst. Working with the team and management they resolve problems and ensure an excellent experience to our clients. Integral to the success of this role, the ideal candidate must possess effective leadership qualities, communication skills, empathy, optimism, and strong verbal and written skills.
Requirements
- Excellent relationship builder with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.
- Ability to leverage technology to enhance client experiences
- Ability to coach, lead and develop team members to perform effectively
- Excellent client service skills with ability to anticipate client needs and provide timely follow up
- Ability to multi-task, prioritize and thrive working in a fast-paced environment
- Minimum of 5 years of experience in an Advisor/Client support role in a Financial Services firm. Alternate comparable experience will be considered.
- Post-secondary diploma or degree in business, finance, economics or other related discipline.
- Completion of or working towards completion of the CSC or IFIC is mandatory to support advisors and clients on the MFDA &/or IIROC platform.
- Advanced knowledge of Word, Outlook, SharePoint, and Excel.
Responsibilities
- Provide leadership to Client Experience Specialists, as a first point of contact on matters requiring first level escalation, review and ‘on the spot’ training.
- Investigate, research, and facilitate accurate solutions on escalated matters.
- Recognize and contribute to process improvement opportunities intended to benefit the corporate branch with active engagement with management.
- Actively respond, support, and communicate as required with IPC partners on behalf, and in the best interest of Advisors, IPC and clients.
- Review invoicing submissions and expense requests prior to approvals.
- Participates in onboarding of new team members, 1:1 discussions in conjunction with management as needed.
- Identify training needs, learning opportunities and knowledge gaps within the team, in addition to validating training completion.
- Collaborating with management on reporting and data management as needed.
- Ensures excellence in every interaction to provide a consistent experience for all clients.
Benefits
- Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
- Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
- Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
- Financial Security: Company-matching pension plan, share ownership program and additional investment options.
- Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
- Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
