Division: IGM Client Services Operations
Location: Toronto or Winnipeg
IGM Financial Inc. is one of Canada’s leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments.
Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business, we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.
At IG Wealth Management, our vision is to inspire financial confidence.
This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and center.
You will join a team that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.
IG Wealth Management is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.
DEPARTMENT SUMMARY: The Client Relations department delivers critical front-line support to Advisors, Clients, Assistants, Specialists and other internal partners on business matters and products for multiple lines of business and across multiple service platforms.
POSITION SUMMARY: The Senior Manager of the Innovation and Engagement team is a critical role, that will lead a centralized team that supports the Enterprise Contact Centres. The role of this team is to act as a catalyst for business growth by fostering innovation and collaboration across the enterprise contact center, while identifying and capitalizing on improvement and growth opportunities to enhance service quality and customer satisfaction. As the leader of the team, you will be focused on the strategy, analysis and implementation plan to enhance Enterprise Contact Centre Experience and Quality.
The Enterprise contact centres at IG and Mackenzie are critical business functions and enablers of strategic transformation initiatives. As a central resource for Advisors, Clients and internal business partners, the contact centres provides support for new product launches, technologies and processes that are key to the success of transformation. The Senior Manager of our Innovation and Engagement team in Client Relations is responsible for leading the team through the strategic development of the team roadmap, objectives and KPIS, as well as providing coaching and development, continuous improvement of the team and key deliverables within the organization.
DUTIES INCLUDE:
Connecting data and insights to drive continuous improvement Identify improvement and growth opportunities aligned with organizational priorities by analyzing the data coming into the contact center to spot trends among in experience (using regression modelling, lead and lag indicators etc)
Enabling transformation and modernization as part of the Contact Centre journey to support frontlines and clients as they go through this transformation. Understanding the barriers to providing top tier service and work to remove high friction points to improve employee and client experience.
Creating effortless experiences by leading the CX, QA and Employee experience programs that deliver leading AX/CS experiences, as well as employee rewards and recognition programs to drive high performance.
Change Management – participate in the development of change management plans for Client Relations using establishes methods (ADKAR) to socialize the change story. Develop, motivate, mentor and provide leadership for the team through the change management process.
Leading new technologies and supporting the team through training, coaching and engagement strategies and methodologies to create an engaged and empowered workforce.
Developing and monitoring of department goals, priorities and plans by holding yourself and employees accountable for results in key performance areas
Coaching of team members by enabling coaching practices around behaviors and mindset to help them achieve their very best while allowing them to learn and grow
Collaborating closely with clients and partners across IG Wealth Management and Mackenzie to achieve departmental and divisional goals
Onboarding of new team members including recruitment, interviewing and selection of the best in industry talent
Providing strong leadership and decision-making capabilities to effectively lead your team to their developmental goals with a high degree of emotional intelligence
Constantly adapting to new priorities by remaining nimble and agile in a fast-paced work environment
QUALIFICATIONS:
Client Contact Centre Experience and Knowledge: At least 5 years’ experience with demonstrated leadership success in a fast paced, Contact Centre or Customer Experience roles. A passion for creating and delivering outstanding client experiences and mapping strategies, journeys and milestones for change and innovation in the Client and Advisor experience.
Experience leading data and analytics teams or roles with a demonstrated ability to turn data into insights, strategies and results
Leadership: Knowledge and experience of performance management, employee development, coaching as well as team building and employee engagement. Proven experience of managing teams through change.
Relationship Management: Ability to establish and maintain strong working relationships with clients and business partners across the Company and within the industry.
Results Oriented: Detail oriented with the ability to delegate and meet strict deadlines and the ability to set high goals and standards for the team and yourself.
Critical /Strategic Thinker: Ability to think and act strategically in a dynamic environment while anticipating future trends in service, technology and training. An innovative mindset with creative approaches to problems.
Communications: Excellent written and oral communication and an ability to interact across levels with a penchant for using story telling to drive high levels of influence
Planning and Organization: Ability to plan, analyze data, coordinate and execute multiple initiatives and projects simultaneously
Education/skills: Post-secondary degree in Business Administration and/or related field. Industry related courses such as CSC, IFC. Proficient in Microsoft Office.
Knowledge or experience in financial services, capital markets or mutual fund industry would be an asset.
Please visit our career page by clicking on the following link: https://www.ig.ca/en/careers
We thank all applicants for their interest in IG Wealth Management; however only those candidates selected for an intervi
