Advisor Experience Specialist

Job Description

You will be part of a team of Advisor Experience Specialists within the SLGI Client Services team. You will be responsible for building and executing on the team’s high performance service delivery. As a member of this elite team of representatives, you will be expected to deliver exceptional leadership and a high degree of personal accountability. You are a proven leader with experience on a dynamic and performance driven team. You are very detail-oriented with a focus on continually striving for excellence in customer service and putting the customer first. You have excellent verbal and written skills. You have an ability to influence and build strong relationships with internal and external business partners. The Advisor Experience Specialist (AES) within the IWO Client Services Team will work within the Sun Life Canadian Operations division to support SLGI Asset Management investment products (including mutual funds, segregated funds, GICs and Payout Annuities) through exceptional service excellence and high performance. Role reports to the Manager Advisor Experience.

What will you do?

Support a high-performance team by building strong relationships with top tier advisors through proactive service (inbound and outbound email and telephone correspondence)

Provide top notch client services support to top tier financial advisors with their SLGI business

Positively influence the performance of the Team by delivering on Key Performance Indicators (KPI), advisor satisfaction and quality

Provide regular feedback to support development of a high performance team

Foster a work environment that values people and encourages participation, excellence, creativity, continuous learning, accountability, and continuous improvement. Be engaged, successful and support the team to become a recognized brand of service excellence

Provide support to internal and external business partners with operational inquiries, escalated problems, and issues

Provide timely resolution to problems or escalated requests, often requiring investigation and timely follow up, ensuring resolution, and providing exceptional client service

Work closely with the Operations Support Administrators and assist with the day to day operational duties as required

​ What do you need to succeed?

Excellent communication skills – both verbal and written – in communicating with internal Operation teams, external stakeholders and vendor partners

Ability to provide excellent customer service, going above and beyond to exceed customer expectations and deliver exceptional support and assistance

Excellent planning, organizational and time management skills

Decision-making skills

Ability to analyze complex data, interpret and present findings and solutions to leaders and other business partners

Excellent knowledge of SLGI products including industry structure and best practices

You are a results-oriented, proven contributor with a track record of delivering what you promise

Process oriented in looking for opportunities for continuous improvements to gain process efficiencies

You are passionate about delivering on all assigned work that directly improves the Client Experience

As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Completion of the Canadian Investment Fund Operations Course, Canadian Securities Course or other industry courses completed within previous 3 years or willingness to complete course within 12 months of hiring date is considered an asset

Advanced proficiency with MS Excel and other MS Office suite products

• Rotational shift work may be required

What's in it for you?

The opportunity to move along a variety of career paths with amazing networking potential

Flexible Benefits from the day you join to meet the needs of you and your family

We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential

We’re honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work® Canada

We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health