Supervisor, Client Operations

2 weeks ago

Toronto, Canada Questrade Financial Group Full time

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 Client Operations Supervisor. Could it Be You?
The primary purpose of the Client Operations Supervisor is to lead and supervise the Client Operations team to efficiently process client requests and to ensure accurate processing.
As the first point of contact for Client Operations Administrators, they will provide leadership and guidance to ensure a positive client experience. They will also contribute to the overall Brokerage Operations administration.

What’s it like working as a Client Operations Supervisor at Questrade?
The Supervisor directs and coordinates the work of a team of Client Operations Administrators and ensures all processes are completed accurately and efficiently. The Supervisor will also review and respond to escalations from the Client Operations staff as well as other internal departments. They will review and approve processed client requests and ensure staff are following policies and procedures. They will also review and provide feedback for regulatory changes within the Client Operations team.

Need more details? Keep reading...

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

- Supervising, leading and motivating Client Operations team members
- Being a Subject Matter Expert for all Client Operations processes, including Withdrawals transfer funds, positions, exchange funds, Journals, Account closure, fees, etc.
- Overseeing the daily activities within a team of Client Operations Administrators
- Monitoring daily work of the team for quality, accuracy, efficiency and productivity
- Handling escalations from staff with regards to process, policies and procedures
- Investigating client and firm queries and responding accurately while maintaining exceptional levels of client service
- Ensuring quality and risk controls are in place to reduce risk for both our clients and Questrade
- Monitoring work queues and taking initiative to assist in completing tasks
- Providing career guidance and support to direct reports
- Assigning tasks, monitoring work, and providing timely and meaningful feedback
- Creating and maintaining policy and procedure documents for all processes
- Communicating strategic objectives to team, and implementing processes and procedures designed to meet identified objectives
- Assessing training needs within the team and collaborating with the Manager, Corporate Training to design and deliver employee training
- Liaising with 3rd party vendors and institutional clients as required
- Collaborating with peers and employees and other department heads and administrators to identify and implement processing and procedural improvements
- Performing other ad hoc duties as assigned

So are YOU our next Client Operations Supervisor? You are if you
- Have 3+ years of relevant work experience in the financial services industry
- Have 1+ years in a people leadership role
- Are a College or University graduate (or equivalent), preferably in administration and /or finance
- Have experience working in operations
- Possess analytical and/or reconciliation skills and experience
- Have excellent communication skills
- Demonstrate a positive attitude and strong client orientation
- Exhibit strong organizational and multitasking capabilities
- Possess high level of attention to detail
- Are able to work independently in a fast paced environment
- Exhibit curiosity to learn and understand the why and how
- Demonstrate ability to collaborate effectively as a team player

Additional kudos if you have
- Successfully completed the CSI course, including the CSC and CPH exams
- Experience using Broadridge Processing System (BPS) or Torstone

Sounds like you? Click below to apply
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At Questrade Financial Group of C

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