Process Improvement Specialist

6 months ago

Vancouver, Canada Leith Wheeler Investment Counsel Full time

Leith Wheeler Investment Counsel Ltd. Is an employee-owned firm, headquartered in Vancouver with offices in Calgary and Toronto. We manage over $23 billion of assets on behalf of pension, foundation, corporate, Aboriginal, and individual clients across Canada.

We are looking for a Process Improvement Specialist to join our Private Clients and Foundations team.

Working closely with Portfolio Management and Technology teams, the Process Improvement Specialist will familiarize themselves with existing operations in a hands-on manner and contribute to strategic projects designed to improve the client experience and internal operations.

**Responsibility Areas**:
1. Client Reporting (40-50%)

a. Coordinate activities relating to Quarter-End and Year-End Reporting
- Complete key tasks to facilitate reporting, such as testing of report changes, reviewing new and complex accounts and issues flagged on exception reports, logic scripting and formatting of report content.
- Provide manually compiled inputs to various Foundation and First Nation reports.
- Troubleshoot issues with report generation and content by leveraging knowledge of client data and calculation methodologies, and coordinating with other teams if necessary.
- Generate reports in batches as inputs are available. Coordinate edits and enhancements to report packages with Portfolio Administrators and Associates. Ensure reports and invoices for all client accounts are posted to the Client Portal. b. Implement workflow improvements to create efficiencies, reduce risk, and enhance service level
- Track manual interventions in reporting and propose sustainable, scalable solutions.
- Identify the root cause of reporting cycle issues and propose sustainable solutions, collaborating with the Technology team as appropriate.

2. Performance Analysis (25-35%)

a. Troubleshoot issues with performance calculations and serve as a resource for others seeking support with performance analysis.

b. Identify opportunities to scale performance analysis through improvements in the firm’s data model and user interface. Work with the Technology team towards ensuring that all common presentations and drilldowns of performance can be queried and reported quickly and easily.

3. CRM and DocuSign Center of Excellence (20-25%)

a. Leverage Salesforce to support Client Service: Provide day-to-day support for users, including Client users of our Salesforce-based Portal. Build reports, dashboards, and workflows to leverage platform functionality. Troubleshoot integration issues in collaboration with Technology.

b. Maintain DocuSign templates: Collaborate with Portfolio Administrators to ensure templates exist for common document packages to ensure streamlined workflows and a smooth client experience.

**Qualification and Experience**:

- At least 3 years’ experience working in the investment or financial services industry.
- Experience and comfort with overseeing the redesign and implementation of changes in workflows and technology platforms.
- Familiarity with Salesforce, DocuSign, and/or APX.
- Outstanding communication ability, including writing and editing skills.
- Familiarity with Lean and Six Sigma methodologies and/or project management methodologies viz. Agile or Scrum is highly beneficial.

**Attributes for success**:

- Positively contributing to our Culture Blueprint - Character (Be Genuine), Connection (Build Relationships), and Commitment (Deliver Excellence).
- Highly proficient at managing multiple tasks and changing priorities.
- A dual passion for operational efficiency and client service.
- Impeccable attention to detail with strong analytical and problem-solving skills.
- Thrives in a team-based environment.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Vancouver, BC V6C 3A6: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Bachelor's Degree (preferred)

Work Location: Hybrid remote in Vancouver, BC V6C 3A6

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