Client Resolution Manager
Permanent
Department: Full Services Operations (820)
30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada
Number of Positions: 1
Role OverviewThe Manager's primary focusis to investigate and manage client specific queries; issues and escalationsand to manage, develop and provide day-to-day support to the CommunicationsCentre of Excellence Teams. The Client Resolution Manager is responsible formitigating and handling appropriate resolutions for inbound and outbound callincidents and escalations, ensuring timely and accurate responses and updatesto the client in accordance with company policies and industry guidelines. This may also include call handling highlycomplex cases, authorizing transactions. The Manager will communicate conciselyand directly with other members within Business Operations and potentially SeniorManagement roles, internally and on the client's side.
Role Responsibilities Client Management:
- Acts as a first point of contact for operational client escalations. The incumbent is responsible for assessing, investigating and responding to account related transactional issues and errors and provide ongoing updates until closure
- Plans and executes contact & communication resolution on escalations with internal stakeholders as required, in consultation with the Client Account Managers and the Client if required and oversee the end to end delivery of resolution aligning to superior levels of customer service
- Manages and oversees the Communication Centre of Excellence teams to ensure that all SLA, contractual, and regulatory standards are met
- Provides assistance with call handling of complex cases as needed
- Manages direct and regular communication with the client, advisor, dealer via phone / email on ongoing issues until resolved
- Oversight and governance of key operational tasks performed by the team
- Streamlining of case management / escalation management processes and protocols
- Develops and maintains a strong on-going relationship with the client; always looking for opportunities to improve client satisfaction and experience
- Participates in the development and discussion of operational enhancements to improve the client experience
- Oversees the implementation of new processes, policies and special initiatives to enhance and support business needs within the Communication Centre of Excellence teams
- Ensures that all staff is receiving ongoing feedback on performance as well as day-to-day coaching for the development of technical, operational, and behavioral competencies
- Assists with the management of periodic reporting requirements including query and research volume / call volume data and call quality
- Attends weekly / monthly client calls with other internal stakeholders as required
- Participates and / or coordinates special projects impacting the team
- Coordinates client requests, to ensure delivery is in accordance with client expectations
People Management:
- Provides leadership to direct reports to build a team environment where excellence is the goal of everyone by:
- Models the values and the goals of the organization and the management team
- Provides ongoing feedback and formal reviews of performance to direct reports
- Provides performance feedback, coaching, mentoring and career and development planning
- Negotiates and supports individual development plans
- Provides day-to-day coaching relative to the development of both technical and behavioral competencies
- Ensures all direct reports receive coaching and developmental support
- Ensures key resources are identified and plans for retention are in place
- Oversees salary administration and staffing plans
- Promotes appropriate training and development
- Assures compliance with Company Human Resources management/policies
Minimum Qualifications- Solid research / information gathering / analytical and problem-solving skills
- Excellent written and verbal communication
- Excellent time management, prioritization and organization skills
- Demonstrated proficiency in communicating complex transactional issues with internal stakeholders or clients
- Solid knowledge of financial mutual fund / seg fund record keeping systems and transfer agency operations
- Post-secondary education in a related discipline or equivalent experience
- Minimum 2 years' experience in the financial service industry in a client facing role
- Solid knowledge of IFDS applications (including iFast, Chorus BPM, etc.)
- Excellent leadership skills and the ability to lead and work as part of a cohesive team
- Exemplary client focus in determining, managing and meeting client expectations
- Understands the business impact of escalated incidents / issues and service requests
- Strong Communications and interpersonal/negotiation skills and ability to influence others
- Ability to present/discuss solutions at a detailed level to clients / internal stakeholders
- Ability to operate in stressful situations in resolving client issues
- Medium level of competency with MS suite, including but not limited to; Excel, Visio, Word, PowerPoint.
- IFIC Operations and Procedures course (asset)
- Bilingual English/French, both oral and written (asset)
Salary RangePay Range (CAD $): 75,000 - 95,000
The above reflects an industry-benchmarked target compensation range. The salary offered may vary based upon the candidate's skills and experience, job-related knowledge, and other specific business needs.
IFDS Provides:- Total Rewards: IFDS offers a comprehensive, competitive compensation & benefits package
- Work-Life Balance: IFDS offers a hybrid work environment with our office located in the downtown core within walking distance to Union Station and the PATH
- Professional Development: IFDS offers continuous learning opportunities, leadership development & training programs
- Inclusive Culture: Our inclusive work environment supports equity and values diversity
- Wellness Programs: Access to a variety of wellness initiatives, mental health support, and employee assistance programs
- Community Engagement: Participate in volunteer opportunities and give back to our community through our various social care programs
