Supervisor, Client Solutions

Aviso Wealth • Vancouver, BC

4d • CA$83,000 - CA$90,000 • Hybrid

About The Position

Aviso Wealth is seeking a Supervisor, Client Solutions to join their Client Solutions team. This role reports to the Manager, Service Centre and is responsible for overseeing the team's delivery of high-quality service to partners and clients. The Supervisor will act as a main point of contact for issues, escalations, and questions, with a strong focus on continuous improvement. Aviso Wealth is a leading wealth management organization committed to leadership, innovation, partnership, responsibility, and community, with a dynamic 'oneaviso' culture.

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.

Nice To Haves

• Bilingual skills in French are an asset.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed