Supervisor, Exceptions Processing, Estates & Groups

AGF Management•Toronto, ON

8d•CA$75,000 - CA$80,000•Hybrid

About The Position

The Exceptions Processing (EP), Estates and Group Account team within AGF Investor Services is responsible for delivering a high-quality client experience to advisors, investors, and plan administrators. The team manages the resolution of deficient transactions (Not In Good Order – NIGO), administers and supports estate-related account activities, and group account operations through efficient case management and service delivery. This team is unique in that its members process trades and manage cases, in addition to supporting inbound and outbound calls. As Supervisor, you will lead a cross-functional team responsible for Exceptions Processing, Estates, and Group Accounts. You will oversee day-to-day operations, drive service excellence, and ensure consistent delivery of accurate, compliant, and timely transaction processing and client support. This role requires a strong people leader who can develop team capability, optimize performance, and foster a collaborative, high-accountability environment aligned with organizational objectives.

Requirements

Demonstrated experience in contact centre operations, fund processing, or financial services operations.
Proven leadership experience with a strong focus on coaching, team development, and performance management.
Ability to influence, manage change, and lead teams through evolving business priorities.
Strong analytical and problem-solving skills with the ability to make sound, timely decisions.
Highly effective communication and interpersonal skills, with a client-focused mindset.
Strong organizational skills and attention to detail in a fast-paced environment.
Proficiency with business systems and technology platforms.
Post-secondary education or equivalent industry experience.
Must be available to rotate Supervisory shift between daily and evening shift requirements (8am to 8pm) coverage.

Nice To Haves

Experience with workforce management, quality assurance, and business planning is an asset.

Responsibilities

Oversee daily workflows, including inbound and outbound client interactions related to estate accounts, group plans, and NIGO transactions.
Ensure timely and accurate resolution of client, advisor, and administrator inquiries.
Monitor and manage key performance indicators (KPIs), including productivity, quality, and service levels.
Lead, coach, and develop a high-performing team through ongoing feedback, performance management, and career development planning.
Foster a culture of accountability, engagement, and continuous improvement.
Conduct regular call quality and processing reviews to ensure adherence to service and compliance standards.
Promote a client-centric approach to service delivery, ensuring positive and effective interactions across all touchpoints.
Identify and address service gaps, errors, and operational risks in collaboration with internal partners.
Escalate and resolve complex or sensitive client issues as required.
Leverage operational data and insights to identify trends, recommend process enhancements, and improve efficiency.
Partner with peers and cross-functional teams to implement changes that enhance productivity, client experience, and risk mitigation.
Contribute to departmental planning and execution of strategic initiatives.
Collaborate effectively with internal teams, including operations, compliance, and business partners, to resolve issues and improve processes.
Maintain strong working relationships with advisors, clients, and external stakeholders.