AVP, Client Relations - Jobs in Toronto, ON

Job Description

Job DescriptionIGM Financial Inc. is one of Canadas leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadian meet their financial goals. Its activities are carried out principally through IG Wealth Management, Mackenzie Investments and Investment Panning Counsel.Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investment, founded in 1967. Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.At Mackenzie Investments You Can Build Your Career with ConfidenceWe have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians. Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities.Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.Department Summary:The Client Relations team within the Enterprise Contact Centres delivers industry leading effortless experiences to our investors, advisors dealers and internal partners. Client Relations strengthens investor loyalty by building rapport, understanding needs and delivering first call resolution. Client Relations is a critical partner within the organization that feeds client insights, enables strategic initiatives, and provides key capabilities to support product launches, technologies and processes that are fundamental to service delivery and meeting evolving expectations. Department priorities around onboarding, coaching/talent development and continuous learning help foster collaboration and innovation to drive an inclusive culture.Position Summary:Reporting to the VP, Enterprise Contact Centers, and part of the Enterprise Contact Centre leadership team this position is responsible for oversight of the Client Relations team at Mackenzie Investments. The incumbent will work closely with partners to deliver industry leading service in support of the IGM’s strategy direction as well as leading strategic projects. The incumbent will be responsible for budgeting, workforce and strategic planning and all aspects of performance management and employee development. This position works in close collaboration with partners across the Mackenzie Investment (MI), Distribution, Product, Marketing, Compliance and Operations as well as other external stakeholders, Dealers and Advisors.This position will take a lead role in transforming and reimagining the service experience at MI as we embark on a multi-year program to modernize and digitize the Contact Centre and operations functions. This will include improving the Client and Employee experience as we shift from a traditional Contact Centre to a modern omni channel engagement model.Duties Include:

• Provide strong and inspired leadership to a large (80-100 employee) Client Relations team at Mackenzie Investments via a hybrid work from home model.
• Deliver effortless service experiences to over 30,000 Financial Advisors, Industry professionals and investors by eliminating barriers to ensure timely and effective resolution of client issues.
• Cultivate a high performing environment and implement a people strategy that attracts, retains, develops and empowers the team by fostering an inclusive work environment and flexible workforce.
• Develop change management plans using established methods (ADKAR) and innovative solutions to plan for risks as it relates to change saturation and potential areas of resistance. Promote and socialize change story while creating connection to the vison/values/business strategy.
• Participates in strategic thinking and planning for IGM Contact Centres to execute the change agenda and enable the future state.
• Contribute to the annual and ongoing budget process to formulate a well though out plan and ensure alignment with strategic objectives while delivering on planned outcomes and realizing intended benefits.
• Collaborate and engage with various teams across the organisation to identify and implement change opportunities, ensure business readiness, improve service experiences, optimize technology utilization, and share client insights through established feedback loops.
• Keen focus on continuous improvement by identifying and implementing change opportunities to improve business processes that create richer human experiences in the most cost effective manner.
• Provide strong leadership and decision-making capabilities to make key decisions to ensure continued momentum of agile projects.
• Establish baseline objectives and reporting to share insights through dashboards raising up key success measures.
• Ensure that all Contact Centre activities are conducted in accordance with company policy and government regulations.
• Establishes and maintains a liaison with the Vice President – Dealer Relations & Asset Management Operations to support back office operations.

Reporting Structure:

• Direct Reports: 3 Senior Managers
• Indirect Reports: Approximately 90 Client Relations Representatives lead by 7 Managers
• Reports to Vice-President, Enterprise Contact Centers with a dotted line reporting line to the VP Dealer Relations & Asset Management Operations

Qualifications:

• Minimum 10 years of progressive leadership experience in Client Service, Operations, Contact Centers or Finance
• Post-secondary degree in a relevant business discipline
• Experience with performance management, engagement, working with remote teams
• Knowledge and experience in the Financial Services industry, Asset Management, Mutual Funds, and Contact Center an asset
• Demonstrated experience leading change in a dynamic environment an asset.
• Strong oral and written communication skills including the ability to communicate at the right level for the audience
• Strong relationship management skills
• Excellent organizational skills with the ability to prioritize and manage multiple shifting priorities and deadlines
• Demonstrated ability to work effectively as a leader with strong communication, listening, presentation and advocacy skills related to leaders and individual members of the team.
• Ability to think strategically with a view to maximizing efficiency and effectiveness of the Contact Centre team.
• Experience in a leadership role with significant exposure to and interaction with senior executives on complex and material issues

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careersWe thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.Quick Apply

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