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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and client service skills while managing a team of Centralized Client Service Associates. Capable of driving operational excellence, implementing service improvements, and ensuring compliance with regulatory standards.
Highest-signal resume keywords
Supervisory ExperienceClient Service SkillsLeadership SkillsProblem-Solving SkillsKnowledge of PIA Products
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementOperational ExcellenceService Delivery ImprovementBusiness PlanningMultitaskingTime ManagementUnderstanding of Securities Industry RegulationsKnowledge of Sales and Client Engagement ModelDue DiligenceTransaction Accuracy
Soft Skills
Interpersonal SkillsRelationship-Building SkillsJudgmentFlexibilityChange Leadership
Certifications & Qualifications
IIROC Licensing (IR/RR/Supervisor)
Industry Keywords
Private Investment AdvicePrivate Investment CouncilClient EngagementService Culture InitiativesAudit Guidelines
About the role
Key responsibilities & impact- Lead service delivery and motivate and develop a team of Centralized Client Service Associates supporting Investment Advisors across the country
- Report to the Group Manager and contribute to business goals through coaching, management and teamwork
- Manage recruitment, training, career development and performance management
- Communicate with Investment Advisors, field MCSs and BMs and gather feedback
- Identify and recommend business and process improvements with peers and business partners across multiple locations
- Monitor and report on service levels and initiate improvement plans
- Identify and resolve complex or sensitive service issues and act as an escalation point
- Lead, coach and model exceptional service delivery for Associates supporting PIA and PIC lines of business
- Oversee day-to-day team activities and improve service delivery
- Coordinate information, skills and knowledge sharing among team members
- Provide regular quality coaching and feedback
- Contribute to timely, accurate and error-free Operational Excellence
- Ensure due diligence and transaction accuracy
- Resolve escalated issues while considering firm, shareholder and client interests
- Ensure work meets audit, regulatory and business guidelines
- Review reports and communicate trends and concerns to management
- Manage performance and behaviour issues respectfully
- Lead performance management and support career and performance development
- Lead or support service-culture initiatives and projects
- Investigate and implement service improvements and lead change
- Build relationships with Investment Advisors, field BMs and MCSs
- Represent Wealth National Office professionally
Requirements
What you’ll need- Previous supervisory or management experience
- Proven client service, leadership and business planning skills
- Ability to work independently and as part of a larger management team
- Strong judgment and problem-solving skills
- Excellent oral, written, interpersonal and relationship-building skills
- Ability to use impact and influence skills to guide others and hold them accountable
- Ability to change direction quickly and effectively
- Flexibility and change leadership skills
- Proven organizational, multitasking and time-management skills
- Solid understanding of operations, LEI and the Sales and Client Engagement Model
- Knowledge of PIA products, systems and procedures
- Strong organizational awareness
- Understanding of the Private Investment Advice and Private Investment Council businesses, securities industry regulations, procedures and legal framework
- Additional language skill is an asset, including French, Cantonese or Mandarin
- IIROC licensing (IR/RR/Supervisor) is an asset
Benefits
Comp & perks- Base salary
- Variable compensation
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular development conversations
- Training programs
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Interview accommodations, including accessible meeting rooms and captioning for virtual interviews