Customer Service Experience QA Manager

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 to fill an opening for a Customer Service Experience QA Manager, to join our Customer Service Experience Quality team.

Reporting to the Director, Knowledge, Quality & CSE, the Customer Service Experience QA Manager, is responsible for leading our Quality Assurance team in delivering exceptional customer experiences across all channels and in all our Service Centre locations: Vancouver, Toronto, and Montreal to ensure that our customers are at the heart of what we do.

The Customer Service Experience QA Manager, plays a vital role in driving our customer experience strategy, educating and aligning team members, and providing unparalleled service and support to our customers. This requires a motivational leader, knowledgeable in quality assurance, and a track record of building loyal, motivated and caring teams for strong relationship building and collaboration with the Service Centre Leadership Team. You will support and champion the development of the Quality Program to strengthen the Service Centre's overall performance, including best practices, lessons learned, success stories, etc. This is a key role in ensuring we can transform and innovate how Customer Service Experience is done at Aviso.

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 Wealth 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:

• Lead and mentor a team of QA Associates, providing guidance, coaching, and development opportunities to ensure exceptional performance
• Analyze and report on key performance indicators (KPIs) such as CSAT and QA Scores, making recommendations for improvement
• Develop and implement quality standards, processes, and procedures to ensure alignment with our customer service experience strategy leading to unparalleled customer satisfaction
• Partner and collaborate with other departments including Operations, Compliance, Privacy, Workforce Management, etc., to identify areas for improvement, implement changes that enhance customer satisfaction, and reduce complaints
• Treat our Customer Service Officers and Investment Representatives as your “customers” ensuring they are supported, respected, communicated to and included in all of our quality activities
• Drive customer experience initiatives across all channels and mediums, focusing on customer-centric culture, empathy, ownership, and customer loyalty.
• Help us create the gold seal standard in customer service and challenge others both in the Service Centre and in the broader organization to live up to the standard
• Champion the service philosophy in everything you do and every meeting you are in

Requirements

Your experience and skills:

• At least 7 years of experience working in a similar role in a world-class customer service environment, experience in Financial Service is a plus
• At least 2 years in a leadership role
• You have excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships across a variety of levels
• Excellent at listening, making people feel heard and valued
• A believer in servant leadership and an eternal student of service
• Someone with a strong work ethic who leads by example, who works hard and plays hard
• Someone who is not afraid to ask others for help when needed
• Not territorial or worried about looking good but would rather have everyone look good together
• Flexible to work at different times in order to run this operation
• Excellent proficiency in using Office 365 (e.g. Excel, Word, etc.). Experience with other systems such as Genesys and AmpliAI is an asset
• 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.