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The Team The Internal Communications and Online Content team is responsible for ensuring that Ministry of Forests staff across the province have all the information and tools to do their jobs, and that the people of B.C. can rely on the ministry’s content found on gov.bc.ca. We are based in the Deputy Minister’s Office which was acknowledged as a top work unit in the BC Public Service in 2024. The successful applicant can look forward to joining a small and supportive group that takes pride in advancing an important mandate that focuses on B.C.’s ecosystem health, a modernized forestry sector, and advancing meaningful reconciliation with First Nations. The Role The successful applicant will take responsibility for maintaining the Ministry of Forests high st
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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 Service Resolution team is responsible for the service recovery process within the Client Services Operations division across both Mackenzie Investments and IG Wealth Management. The service recovery process includes building awareness around identified service failures, collaborating with a wide range of individuals across the organization to identify the root cause, obtain data, conduct analysis, and review the information with the working group to establish a mutually agreed upon resolution plan, communicating both internally and externally and ensuring the appropriate controls are in place to limit the possibility of reoccurrence in the future.
POSITION SUMMARY:
The Service Resolution Specialist role will provide day to day support in the resolution of all Service Recoveries. Service recoveries can be related to specific products, technical systems, tax related implications and regulatory obligations. Recovery efforts require coordination within Client Services Operations, IS teams and other business units including Product, AFP, Corporate Tax, Distribution, Legal and Compliance. Areas of expertise may include but are not limited to any combination of the following: RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Mortgage, Nominee, IIROC, Banking & Insurance.
DUTIES INCLUDE:
Participating and supporting the Service Recovery effort which includes: determining key stakeholders required to participate in Service Recovery meetings/decisions, meeting coordination, data gathering and analysis, quality checking data-based activities, supporting Service Recovery notification creation, creating and finalizing communication templates in coordination with LCCS, Sierra communications or corporate communications, coordinating account adjustments/credits/A$M payments with other business units, and root cause/control analysis
Contributing to recovery strategies resulting from service failures and ensure they are in line with product intricacies, operational controls, tax guidelines, regulatory, compliance, and legal obligations; while also keeping in mind the level of impact to clients/advisors, the impact on our business, and system functionality and limitations
Coordinating with business partners while determining and executing the recovery strategy
Creating, maintaining, and updating internal policies and procedures
Ensuring impact data, costs, root cause, controls and more are documented for every service recovery
Preparation of monthly/quarterly service recovery performance and tax reports/decks which are presented to senior stakeholders
Assisting with inquiries/escalations related to service recoveries that are received from Client Relations/Dealer Relations/HNW and any other business teams
QUALIFICATIONS:
Minimum 4 to 7 years of experience within a client service/business operations environment. Experience needs to span across multiple platforms and product lines and include both business and systems expertise.
Strong problem solving/analytical skills.
Proficient in Microsoft Office Suite (primarily in MS Excel and Word, MS Access exposure would be ideal).
Strong customer service orientation with excellent interpersonal and communication skills, both written and verbal. Ability to communicate with all levels of management.
Exceptional organizational and time management skills. Ability to deliver under tight time constraints.
Strong relationship management skills and the ability to develop partnerships with key business partners. Strong initiative and ability to think outside the box to develop innovative solutions.
Post-secondary degree /diploma in a relevant business discipline.
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 interview will be contacted.
IG Wealth Management is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.
Please apply by November 21, 2024.
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