Manager of Client Service
Manager of Client Service
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Job Description
VPIC is looking to hire a driven handson leader for the role of Manager of Client Service. Our ideal candidate is a manager with a cando attitude who is passionate about providing exceptional service to clients advisors and colleagues at all levels of the organization. The Manager of Client Service ensures the successful implementation and ongoing development of the VPIC Service Delivery Model executing both strategic and daytoday activities all in support of VPICs high net worth and ultra high net worth clients.
As Manager of Client Service you have the critical role of leading developing and coaching a growing team of Client Service professionals who provide a high degree of expertise and service to internal and external stakeholders. With a balanced focus on client experience retention and continuous improvement the Manager ensures the accuracy efficiency and effectiveness of the Client Service function. The Manager of Client Service monitors workflow conducts procedural audits participates in working groups and collaborates crossfunctionally to continually enhance the client and advisor experience. Located in the Winnipeg office this role reports directly to and will be mentored by the Director of Operations.
Responsibilities
Implementation of Client Service Delivery Model
Ensure a seamless white glove experience for clients and advisors at all points across the client journey
Oversee onboarding transfers and daytoday requests to ensure a high degree of service excellence is provided to VPIC clients referral partners and Investment Counsellor team
Enable a high level of client satisfaction and retention by leading complex account openings and high touch service requests in collaboration with Investment Counsellors and other department leaders
Document and resolve escalated service issues requiring immediate action or highlevel solutions or remedies in a positive and timely manner
Main point of contact for custodian regarding service level agreements transaction issues and escalations new and evolving client cases and exceptions
Assist with the development and implementation of the VPIC Client Experience Strategy
Participate in working groups and committees in support of client facing projects
Team Supervision Training & Coaching
Lead coach and develop Client Service Team members to ensure service delivery excellence and the ongoing success of individual team members and the client service function overall
Build cultivate and maintain a strong and supportive team with a focus on employee development engagement and experience
Influence team members in a positive manner to support the implementation of both short and longterm change effectively working toward team and organizational goals
Ensure the Client Service team is fully and completely trained on all aspects of client onboarding transfers transaction processing client service workflows and procedures
Conduct annual performance evaluations providing feedback and recommendations for ongoing growth to the Client Service Team
Client Service Excellence & Continuous Improvement
Monitor workflow volumes conduct procedural audits and reviews to ensure accurate efficient and effective service delivery adequate coverage and the ongoing equitable distribution of work
Enhance service excellence and productivity by reviewing and analyzing workflows and processes; identify opportunities for improvement and collaborate crossfunctionally to cocreate and document changes conduct training and assist with implementation
Support the Director of Operations to establish and integrate client service metrics and key performance indicators to measure and optimize service excellence
Ensure appropriate client service staffing levels based on operational indicators such as investor/household volumes onboarding transfers and client service transaction activity
Actively engage in ongoing learning and development to build upon existing organizational awareness management and strategic knowledge
Qualifications :
Education & Experience
Undergraduate degree in Commerce Business Administration Economics or related discipline
Five years of experience in an investment or financial services environment knowledge of the Canadian Securities industry is required
Completion of the CSC or similar program is considered an asset
Welldeveloped knowledge of investment management products and services principles best practices and emerging trends
Previous experience managing a team is required
Working knowledge of CRM portfolio management software and advisor operating systems is an asset
Technical fluency with the ability to learn and adapt to new technology effectively
Advanced proficiency in Microsoft Office: Outlook Excel PowerPoint Word Teams
Skills & Abilities
Superior client service orientation and strong relationship management skills
Ability to build collaborative working relationships based on mutual trust to meet goals
Resilient and calm under pressure approachable active listener
Enhanced ability to communicate clearly and concisely verbally and in writing to ensure effective interaction with key stakeholders to manage inform and influence successful outcomes
Detail oriented with a penchant for inspiring and driving operational excellence
Highly effective coaching skills that foster team member performance and development
Advanced organizational awareness adept at managing multiple tasks with competing deadlines
Proven analytical problem solving and decisionmaking skills
Ability to be flexible in ones approach to established plans based on emerging needs
Entrepreneurial spirit with a creative outlook and resourceful nature
Additional Information :
Comprehensive health dental and vision benefits
Health and wellness spending account
4 matching RRSP allocation
Great workplace culture!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
