Team Lead Client Solutions
Job Description:
Grade: L6Referral Level: Level 1
Division: IGM Asset Management Operations
IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $252 billion in total assets under management. 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 is Mackenzie Investments, founded in 1967. Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.
At Mackenzie Investments You Can Build Your Career with Confidence.
We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.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 centre.
Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities.We are dedicated to offering a hybrid work environment when applicable.
Mackenzie Investments 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 Client Solutions
The Client Solutions department is dedicated to building trust with every client request through a strategic approach of providing consistent and reliable service experiences through operational excellence and discipline. The department is responsible for both the day-to-day servicing of client requests as well as the integration of new products and changing regulatory requirements.Client Solutions focuses on continuous improvement and strives to build an environment where employees are empowered to take innovative approaches to their work.
The Opportunity
The Client Solutions department at Mackenzie Investments is looking for an inspiring, energetic, and dynamic Team Leader to join our team. Reporting to the Senior Manager - Client Solutions.
The Team Leader is responsible for the daily operations of the business unit and is knowledgeable in the unit's functions so that the resources are managed efficiently and effectively. The Team Leader must also work with their teams on strategic initiatives that support employee development and increase engagement while continuing to provide the best possible client experience.
As the Team Leader, the successful candidate will be responsible for a variety of tasks that include:
- Providing regular coaching and manages performance of team members with a focus on achieving and exceeding quality and productivity targets and initiates cross training for job enrichment, efficiency gains and career progression
- Managing workflow and collaborating with Workforce Management to ensure service levels are achieved and team resources are utilized efficiently
- Continually evaluating productivity and quality results and provides timely coaching to team members
- Analyzing performance metric data to identify root cause issues and trends and acts to improve overall results
- Assisting and managing business process improvement initiatives within Client Solutions, including providing project representation on departmental, divisional or corporate initiatives
- Applying business knowledge to contribute to the resolution of escalated and time sensitive issues
- Proactively maintaining knowledge of business unit policy and procedures and communicates changes as required
- Participating in recruiting, hiring and on-boarding of new employees to support fluctuating business volumes
To be successful in this role, you have:
- Client-facing experience: 5 or more years of experience in a diverse client service focused environment. Passion for creating and delivering outstanding customer experiences.
- Demonstrated passion for leading people: Knowledge and experience in building high-performing teams, providing opportunities for employee development through coaching.
- Training and development: Experience managing and supporting training plans and initiatives. Understanding of adult learning principles.
- Recruitment and onboarding: Experience hiring high-caliber candidates based on specific competencies and managing the onboarding process for new hires.
- Relationship management: Ability to establish and maintain strong working relationships with your teams, peers and business partners across the company.
- Results oriented mindset: Detail oriented with the ability to set high goals and standards for the team and yourself.
- Strategic thinker: Ability to think, problem solve and make decisions in a fast-pasted dynamic deadline-oriented environment.
- Communication: Excellent written and oral communication and an ability to interact effectively with frontline staff to senior management.
- Planning and Organization: Ability to plan, analyze data, coordinate and manage multiple priorities with competing demands.
- Education: Post-secondary degree in Business Administration and/or a related field. Proficient in Microsoft Office. Knowledge of the financial services, mutual fund industry, investment products and services including Registered Products, policies and procedures would be an asset.
Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careers
We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.
Mackenzie Investments 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 October 16, 2024.
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