Supervisor, Trading, Qtrade, Contact Center

1 month ago

Toronto, Canada Aviso Wealth Full time

**The Opportunity**:
We’re looking for a Supervisor, Trading, Qtrade, Contact Center to join our Qtrade Direct Investing team.

Reporting to the Senior Manager, Client Solutions, the Supervisor is responsible for leading the Qtrade Investment Representatives (IR), ensuring delivery of customer service excellence. This includes conducting quality service and trade accuracy reviews, coaching and development of your team of IRs, identifying training & development opportunities, career growth opportunities as well as ensuring recognition and motivation of your team. We look for servant leaders, who understand that you are responsible for both your employee experience, and in turn, our exceptional investor experience. You will work alongside other Qtrade Managers and Supervisors to ensure the Qtrade team is aligned on goals and deliverables. This is a critical role in helping Qtrade to maintain, and improve, our reputation for great customer service.

**Who you are**:

- **Service** - You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
- **Execution** - You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
- **Collaboration** - You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
- **Leadership** - You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

**What your day looks like**:

- Cultivate a team of customer service experience Investment Representative superstars
- Help to ensure that people know how they are doing, and that the effort being measured supports the goals of the organization
- Fail fast and learn even faster
- Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
- Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
- Work with Trade Control to reach out to clients who encounter issues or who escalate

**Requirements**:
**Your experience and skills**:

- Registered as an IIROC Supervisor and Options Supervisor
- Completion of the Professional Development and Compliance Requirements of each IIROC education cycle
- Minimum 3 years of high performing experience as an Investment Representative/frontline trade contact centre role
- Ideally 2 years of experience as a supervisor
- Strong Market knowledge - trading systems, order management, corporate actions
- Coaching and people management - know how to get the best out of your team
- Excellent customer service skills and Contact Centre best practices
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Large focus and ability to use metrics to strengthen the voice of our clients

**Benefits**

**Why Aviso Wealth?**

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork

**Equal Employment Opportunity**

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, pl

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