Senior Manager, Client Services

2 weeks ago

Toronto, Ontario, Canada Questrade Financial Group Full time

Thursday, May 9, 2024

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

What's in it for you as an employee of QFG?

  • Health & wellbeing resources and programs
  • Paid vacation, personal, and sick days for work-life balance
  • Competitive compensation and benefits packages
  • Hybrid and flexible work arrangements
  • Career growth and development opportunities
  • Opportunities to contribute to community causes
  • Work with diverse team members in an inclusive and collaborative environment

We're looking for our next Senior Manager, Client Services. Could It Be You?

The purpose of the Senior Manager, Client Services is to lead and support the daily contact centre operations of the Client Services department. The role is critical to ensuring key performance measures and service quality standards are optimized.

What's it like working as a Senior Manager, Client Services at Questrade?

The Senior Manager manages all aspects of the contact centre including planning, monitoring and motivation of the client services team.

The individual will work closely with the Director in planning and executing strategic initiatives that support quality and productivity campaigns and programs. In addition, they are responsible for identifying and recommending upgrades and enhancements to the existing processes and technology.

The role acts as a liaison between Client Services and other departments to ensure operational effectiveness. The incumbent will also engage and maintain relationships with external partners and technology vendors to ensure the team is well supported with the right tools and resources.

The Senior Manager will be accountable for people management including training and coaching of leaders and agents.

In this role, responsibilities include but are not limited to:

People Management

  • Conduct regularly one on one and team meetings to review progress against goals
  • Responsible for staff scheduling including: work assignments/rotations, employee vacations, overtime assignment and shift rotations
  • Proactively identify staffing needs and conduct interviews to hire new staff
  • Create career development goals for each staff and deliver individual feedback on a regular basis
  • Promote a culture of accountability and professionalism
  • Foster great team collaboration and spirit in the department

Operational Management

  • Ensure departmental effectiveness and efficiency by meeting and exceeding KPI targets
  • Work with partnering departments to ensure smooth processing of service tasks and compliance
  • Leverage technologies for efficiency and productivity gains (e.g. Workforce Management tool)
  • Provide leadership and oversight to complaint/escalation handling
  • Source client feedback and surface client points to the right channels to help improve the client experience
  • Collaborate with Reporting and Analytics team to provide meaningful insight for continuous improvement opportunities

So are YOU our next Senior Manager, Client Services? You are if you...

  • Have University or College diploma
  • Have 5+ years of contact centre management experience or leadership role
  • Have proficiency with Genesys and Salesforce tools
  • Have proven project management skills
  • Have ability to analyze data and draw out insights towards business recommendations
  • Have ability to remain focused on key strategic deliverables for the business while working through daily tasks
  • Are Strong client focus
  • Have People leadership and management skills
  • Have Excellent communication and presentation skills
  • Are Detailed and process oriented
  • Are Action oriented/results driven
  • Have Collaborative leadership style
  • Are Analytical and creative thinker
  • Are Tech savvy
  • Have Canadian Securities Course
  • Have Derivatives Fundamentals and Options Licensing Course

Sounds like you? Click below to apply

#LI-HT1

#LI-Hybrid

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

  • 5700 Yonge St, Toronto, ON M2N 5M9, Canada
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