AVP, Client Relations - Jobs in Toronto, ON

Job Description

IGM Financial Inc. is one of Canada's premier financial services companies, and one of the country's largest managers and distributors of investment funds and other managed asset products, with over $256 billion in total assets under management as of May 31, 2021. Its activities are carried out principally through Investors Group Inc., Mackenzie Financial Corporation and Investment Planning Counsel Inc.We are focused on the long-term strength and stability of our companies and recognize these as core responsibilities to our clients and shareholders as we adapt and lead in an ever-changing world.Why should you join the IGM family

• Be part of a winning culture!
• Your opportunity to develop and work with smart, highly capable leaders who are passionate and innovative
• A genuine commitment to diversity and inclusion, through public goals, a variety of external partnerships/employee groups and an inclusive environment
• A fulfilling employee experience – we offer competitive terms, a collaborative/respectful way of working and connect strongly with our community

*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

Internal Applicants: If you are interested in applying for this positi21-13on please direct applications on-line using the “apply for this job” icon located at the bottom or to the left of the posting. If you would like to refer someone for the position please email the posting using the “email this job” option and have your referral indicate that they were referred by you when completing the application. All resumes should be received by* June 30, 2021*. If you have any questions regarding this position, please contact Human Resources. Please record your extension number on your resume and cover letter. The career level for this position is L10.*External Applicants: *We thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.Mackenzie Investments offers an exciting and challenging work environment, a competitive base salary, performance-based bonuses, excellent benefits, recognition for your accomplishments, and opportunities for personal and professional growth.Mackenzie Investments is an equal opportunity employer and is committed to providing employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. Please advise Human Resources if you require an accommodation.File # 21-1344Job Type: Full-time