Manager, Dealer Support

5 months ago

Vancouver, Canada iA Groupe financier iA Financial Group Full time

Are you a skilled leader with a passion for driving operational excellence and delivering exceptional client service? We are looking for a Manager, Dealer Support to join our Dealer Services Operation Team. In this role you would be responsible for leading the day-to-day administrative operations, managing a dedicated team and drive excellence in business administration, dealer support and financial management.

**What Will I Be Doing**:
**Team Management**
- Departmental Managerial responsibilities including resource allocation, recruitment, performance reviews, recommendation for salary increases, promotions, transfers, and terminations.
- Provide proactive leadership through training, formal and informal performance reviews, feedback, and coaching to ensure compliance, delivery standards, and excellent customer service.
- Ensure that the vision and strategic objectives are aligned with employee and team objectives.

**Administration/Client Relations**
- Act as a liaison between our clients, Compliance, Dealers, Sales, and Complaints Officer to swiftly resolve requests and bridge any discrepancies
- Ensure strict adherence to provincial and national regulations while providing solutions to meet nonstandard requests
- Foster collaboration with internal and national teams, including IT, to address production issues and drive enhancement projects
- Handle complex client and sales requests and effectively manage escalations to achieve swift and satisfactory resolutions
- Cultivate positive and productive relationships with a diverse range of stakeholders, including clients, sales, financial institutions, and car dealerships, to drive mutually beneficial business outcomes

**Financial Management**
- Manage/oversee such financial functions such as reconciliation, accounts receivable and special payment activities
- Oversee the annual tax income activities such as the issuance of T4s

**Business Process Management**
- Act as the representative for the Dealer Support portfolio in cross-functional committees and working groups, taking charge of Net Promoter Score (NPS) action planning, Operational Efficiency/IT enhancement projects, annual compliance/regulatory filings, and initiatives such as Fair Treatment of Customers
- Drive the maintenance and establishment of business processes, with accountability for achieving service standards, and oversee the reporting of all service standards
- Manage the ongoing operation of quality audits, identifying areas needing improvement and initiating necessary enhancements

**Continuous Improvement**
- Lead and oversee the DMS to ensure that it remains current, relevant and actionable in line with business needs
- Develop and monitor team KPIs to drive performance and achieve strategic objectives
- Actively engage and collaborate with the team to contribute to the continual development and maintenance of efficient processes
- Strive for Continuous Improvement to support operational efficiency initiatives, fostering a culture of innovation and excellence within the organization

**What We Are Looking For**:

- Minimum 5 Years in a supervisory/management capacity
- Capacity to thrive under pressure with the ability to work in a fast-paced, market-driven environment, juggling multiple initiatives, re-establishing priorities on a continuous basis.
- Excellent team building, coaching, negotiation, facilitation, and personnel management skills.
- Strong analytical and interpretive skills to recognize and comprehend complex issues, policies, regulatory requirements.
- Strong Business and change management acumen

**What Would be an Asset but Not Required**:

- Post Secondary or Community College Diploma or an Undergraduate university degree
- Bilingual proficiency (English/French)
- A strong understanding of the LEAN framework

**What iA Financial Offers**:

- A competitive compensation plan that also includes an annual bonus for all permanent employees
- We value and encourage our employees to have a good work life balance and so on top of vacation we offer Personal Leave Days
- To encourage an active and healthy lifestyle, we have a generous Wellness plan that covers physical activity and wellness expenses.
- A medical and dental plan for our employees and their dependents as well as a Health Spending Account to cover costs not covered by our plan
- A Defined Benefit Pension plan to take care of you in retirement.
- A home office equipment program to ensure that you have the best working environment.
- Participation in our Share Purchase Plan with matching contributions from iA
- Your development and continuous improvement are important to us We offer an Education Assistance Program to ensure you have the tools and knowledge to grow your career here at iA.

**_ Compensation_**
- The typical hiring range for this position is from $90,000 to $101,000 annually; the base pay offered may vary depending on skills, job-related knowledge, experience, and internal equity. All permanent emp

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