Operations, IIROC

at  Investment Planning Counsel

Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience.
The Client Services department is responsible for providing a premium service experience to internal and external IPC clients to help Advisors build a better business. All advisor inquiries handled through the Client Services process must be accurate, complete and resulting in an efficient service experience consistently provided in a professional, friendly atmosphere.
We’re seeking a Contact Centre Manager – someone who will successfully lead a team, actively work with advisors and advisor facing departments to set appropriate service levels that will keep our advisors and their clients satisfied.

WHAT ARE THE PREFERRED QUALIFICATIONS FOR A CONTACT CENTRE MANAGER?

• Must possess a minimum of 5 years’ managerial work experience within financial services industry is required; Minimum 5 years managerial experience within Client Services/Call Center environment
• Experience and good working knowledge of relevant back-office software solutions and knowledge of CIRO rules and regulations
• Undergraduate degree in Business or Administration preferred
• Completion of IFIC is mandatory, CSC is an asset.
• Must be extremely proficient at using Microsoft Office Suite programs (Office 365) with specific attention to Word and Excel.

• Lead the service delivery of IPC by developing strategies and tactics for Advisor 411 team
• their service level expectations and hold them accountable.
• Utilize data to understand call streams and other call attributes to further define and enhance service delivery.
• Develop and maintain relationships with internal and external clients including 3rd party financial institutions.
• Participate in the quarterly service review with system and business vendors.
• Identify learning & development plans for the team along with growth opportunities.
• Ensure staffing levels are appropriate for the workload by reviewing capacity levels on a quarterly basis.
• Identify areas for future growth in client services, including procedural changes to improve service levels and efficiency and improvements in technology to further assist IPC in meeting its service goals.
• Lead and manage the inquiry system to support the inflow, outflow and analysis of data that supports advisor queries, issues, concerns etc.