Service Management Consultant

4 weeks ago

Toronto, Ontario, Canada IG Wealth Management Full time

POSITION OVERVIEW

The role of the Service Assurance Specialist is crucial in delivering consistent support for the resolution of various service recovery issues. These recoveries may pertain to specific offerings, technical infrastructures, tax implications, and compliance requirements. Key responsibilities encompass: data evaluation and manipulation, drafting communications regarding service recoveries, documenting meeting discussions, ensuring data integrity in operational tasks, validating messages and templates, and engaging in diverse operational initiatives. Additionally, the role involves the creation, maintenance, and updating of policies, procedures, communications, and content on internal platforms. The preparation and reconciliation of monthly performance and tax reports related to service recovery are also essential components of this position.

Effective recovery efforts necessitate collaboration across Client Services Operations, Information Systems teams, and various business units, including Product, AFP, Corporate Tax, Distribution, Legal, and Compliance. Areas of expertise may encompass a variety of subjects such as RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Mortgage, Nominee, IIROC, Banking, and Insurance. It is imperative to ensure that recovery strategies align with product complexities, operational controls, regulatory compliance, legal obligations, and tax guidelines. The role also entails reviewing all communications to safeguard against reputational risks and ensure adherence to regulatory standards.

KEY RESPONSIBILITIES INCLUDE:

  • Engaging in and supporting the Service Recovery initiative, which includes coordinating activities, identifying key stakeholders for Service Recovery meetings, gathering and analyzing data, facilitating Service Recovery notifications, and developing communication templates in collaboration with relevant teams.
  • Contributing to the development of recovery strategies in response to service failures, including issues related to statements, confirmations, new product introductions, or regulatory updates. Assessing the impact on business operations and determining optimal recovery approaches while understanding system functionalities and limitations.
  • Participating in a comprehensive evaluation of risks associated with service recovery challenges, including products, services, procedures, controls, system constraints, and tax implications. Assisting in formulating action plans to address identified risk areas.
  • Researching and addressing technical and operational inquiries from both internal and external stakeholders, including Product, AFP, Corporate Tax, Distribution/Consultants, and Compliance teams.
  • Collaborating with Senior Management and internal partners regularly to ensure that technical and data requirements are fulfilled while maintaining a thorough understanding of policies, procedures, tax regulations, and compliance standards.

REQUIRED QUALIFICATIONS:

  • A minimum of 4 to 7 years of experience in a client service or business operations environment, with a background that spans multiple platforms and product lines, demonstrating both business acumen and systems expertise.
  • Strong analytical and problem-solving capabilities.
  • Proficiency in Microsoft Office Suite, particularly in MS Excel and Word, with exposure to MS Access being advantageous.
  • A strong customer service orientation complemented by excellent interpersonal and communication skills, both written and verbal, with the ability to engage effectively with all management levels.
  • Exceptional organizational and time management abilities, with a proven track record of delivering results under tight deadlines.
  • Strong relationship management skills, with the capacity to foster partnerships with key business stakeholders and a proactive approach to developing innovative solutions.
  • A post-secondary degree or diploma in a relevant business discipline.

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