Manager, Trading, QTrade Contact Center

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

The Opportunity:

We’re looking for a Manager, Trading to join our Qtrade Direct Investing team.

Reporting to the Senior Manager, Trading, the Manager, Trading is responsible for delivery of effective trade strategy, quality service delivery, and trade risk analysis as it relates to the Investment Representatives (IR). The Manager, Trading will review policies and procedures, system development, and gap analysis. The Manager, Trading will make recommendations for better utility of IR resources with a focus on trade risk mitigation, training & development strategy, as well as client trading activity from both a risk mitigation and client experience perspective. The Manager, Trading will liaison with the Manager of Client Engagement and Manager of Product Development to review and recommend strategy to enhance the Qtrade offering; and will supervise a team of Investment Representatives. We are looking for leaders who equally value the employee and client experience.

Who you are:

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• Cultivate a team of customer service experience Investment Representative superstars
• Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
• Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
• Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
• Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
• Work with Trade Control to reach out to clients who encounter issues or who escalate
• Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base
• Conduct service quality and trade accuracy review
• Recognize and motivate your team to maintain high level of engagement and deliver on the brand promise
• Monitor and analyze all trade issues to recommend risk mitigation protocols, from a client experience perspective
• Find scalability opportunities for rep and client activity in processes and procedures

Requirements

Your experience and skills:

• Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
• Registered as a Supervisor and Options Supervisor is required
• Completion of the Professional Development and Compliance Requirements of each CIRO education cycle
• 5-7 years related experience, with at least 3 years experience supervising Investment Representatives
• Expert Market knowledge – trading systems, order management, corporate actions
• Coaching and people management – know how to get the best out of your team
• Excellent customer service skills and Contact Centre best practices
• Large focus and ability to use metrics to strengthen the voice of our clients
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso?

At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• 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

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $93,000 - $113,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.