Career Opportunities: Vice President, Enterprise Contact Centers (13575)

Division: IGM-CSOLocation: Montreal 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.   About Us At IGM Financial, we’re not just managing customer interactions—we’re engineering the future of client experience. As a leader in financial services, we are committed to delivering seamless, data-driven, and digitally enabled service across our brands. We are seeking a visionary executive to lead our contact centre transformation and elevate our client engagement strategy. The Opportunity As Vice President, Enterprise Contact Centers, you will lead our continuing modernization of our contact centers, evolving from traditional service models to intelligent, omni-channel ecosystems. You’ll drive innovation through AI, automation, data analytics and insights while fostering a high-performance, inclusive culture across hybrid teams. Key Responsibilities Strategic Leadership & Transformation Actively develop, execute and implement next-generation contact center service capabilities  aligned with enterprise goals. Champion AI, machine learning, and segmentation to personalize service and optimize experience. Lead the integration of cloud-based and self-service platforms (e.g., Virtual agents, chatbots, IVR). Drive enterprise-level change initiatives using structured methodologies (e.g., ADKAR). Operational Excellence Oversee multi-site operations, ensuring scalability, compliance, and service excellence. Monitor KPIs and analytics dashboards to drive continuous improvement and performance. Ensure adherence to regulatory standards (e.g., OSC, CIRO) and cybersecurity protocols. People & Culture Inspire a culture of innovation, agility, and collaboration across diverse teams. Develop leadership pipelines and support career growth through coaching and mentorship. Promote employee engagement and well-being in hybrid a environment. Enterprise Collaboration Partner and influence senior leaders within Distribution, Technology, Product, Marketing, and Compliance to align service delivery. Leverage voice of the client insights into actionable service improvements. Strengthen relationships with advisors, dealers, and strategic stakeholders. What You Bring 10+ years of progressive leadership in contact centers or client operations, ideally in financial services or tech-forward industries. Proven success in digital transformation and data-driven service models. Experience with CRM and contact centre platforms (e.g., Salesforce, Genesys, NICE, Five9). Strong change management skills and executive presence. Post-secondary degree in Business or related field; MBA or industry certifications (e.g., CSC, IFIC) are assets. Bilingualism (English/French) is an asset. As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.   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 June 25, 2025.    #LI-KN1 #LI-Hybrid