Supervisor, Exceptions Processing, Estates & Groups

About AGF:

Founded in 1957, AGF Management Limited is an independent and globally diverse asset management firm. Our companies deliver excellence in investing in the public and private markets through three distinct business lines: AGF Investments, AGF Capital Partners and AGF Private Wealth.

AGF brings a disciplined approach, focused on incorporating sound, responsible and sustainable corporate practices. The firm’s collective investment expertise, driven by its fundamental, quantitative and private investing capabilities, extends globally to a wide range of clients, from financial advisors and their clients to high-net worth and institutional investors including pension plans, corporate plans, sovereign wealth funds, endowments and foundations.

About the team:

The Exceptions Processing (EP), Estates and Group Account team within AGF Investor Services is responsible for delivering a high-quality client experience to advisors, investors, and plan administrators. The team manages the resolution of deficient transactions (Not In Good Order – NIGO), administers and supports estate-related account activities, and group account operations through efficient case management and service delivery. This team is unique in that its members process trades and manage cases, in addition to supporting inbound and outbound calls.

About the role:

As Supervisor, you will lead a cross-functional team responsible for Exceptions Processing, Estates, and Group Accounts. You will oversee day-to-day operations, drive service excellence, and ensure consistent delivery of accurate, compliant, and timely transaction processing and client support.

This role requires a strong people leader who can develop team capability, optimize performance, and foster a collaborative, high-accountability environment aligned with organizational objectives.

Your Responsibilities:

Operational Leadership

• Oversee daily workflows, including inbound and outbound client interactions related to estate accounts, group plans, and NIGO transactions.

• Ensure timely and accurate resolution of client, advisor, and administrator inquiries.

• Monitor and manage key performance indicators (KPIs), including productivity, quality, and service levels.

Team Leadership & Development

• Lead, coach, and develop a high-performing team through ongoing feedback, performance management, and career development planning.

• Foster a culture of accountability, engagement, and continuous improvement.

• Conduct regular call quality and processing reviews to ensure adherence to service and compliance standards.

Client Experience & Risk Management

• Promote a client-centric approach to service delivery, ensuring positive and effective interactions across all touchpoints.

• Identify and address service gaps, errors, and operational risks in collaboration with internal partners.

• Escalate and resolve complex or sensitive client issues as required.

Continuous Improvement & Collaboration

• Leverage operational data and insights to identify trends, recommend process enhancements, and improve efficiency.

• Partner with peers and cross-functional teams to implement changes that enhance productivity, client experience, and risk mitigation.

• Contribute to departmental planning and execution of strategic initiatives.

Stakeholder Engagement

• Collaborate effectively with internal teams, including operations, compliance, and business partners, to resolve issues and improve processes.

• Maintain strong working relationships with advisors, clients, and external stakeholders.

Your Qualifications:

• Demonstrated experience in contact centre operations, fund processing, or financial services operations.

• Proven leadership experience with a strong focus on coaching, team development, and performance management.

• Ability to influence, manage change, and lead teams through evolving business priorities.

• Strong analytical and problem-solving skills with the ability to make sound, timely decisions.

• Experience with workforce management, quality assurance, and business planning is an asset.

• Highly effective communication and interpersonal skills, with a client-focused mindset.

• Strong organizational skills and attention to detail in a fast-paced environment.

• Proficiency with business systems and technology platforms.

• Post-secondary education or equivalent industry experience.

• Must be available to rotate Supervisory shift between daily and evening shift requirements (8am to 8pm) coverage.

Compensation:

The anticipated compensation range for this role is $75,000 - $80,000 annually, which represents base salary and, where applicable, variable compensation components (e.g., annual bonus, commissions, etc.). Actual compensation will be determined based on many factors such as role location, candidate experience / qualifications, market conditions, and internal equity.

AGF aims to offer a comprehensive and competitive total rewards package designed to support the success and well-being of our employees, which may include a combination of base salary, variable compensation, benefits, and retirement savings plans.

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