Manager of Client Service

**Company Description**
Founded in 2005, Value Partners Investments is a Winnipeg-based investment firm that currently manages over $5.1 Billion in assets primarily through nine investment funds as well as through Value Partners Investment Counsel (VPIC) which provides discretionary investment management services to wealthy families across Canada. Our mission is to build client wealth by investing wisely and communicating clearly. Over the past 19 years we have fulfilled that mission by creating over $2.1 Billion in investment gains for clients. This track record of success has enabled us to become one of Canada’s fastest growing companies as ranked by Profit Magazine and one of Canada’s fastest growing Private Investment Counsels by Investor Economics.

As Manager of Client Service, you have the critical role of leading, developing, and coaching a growing team of Client Service professionals who provide a high degree of expertise and service to internal and external stakeholders. With a balanced focus on client experience, retention, and continuous improvement, the Manager ensures the accuracy, efficiency, and effectiveness of the Client Service function. The Manager of Client Service monitors workflow, conducts procedural audits, participates in working groups and collaborates cross-functionally to continually enhance the client and advisor experience. Located in the Winnipeg office, this role reports directly to and will be mentored by the Director of Operations.

**Responsibilities**

**Implementation of Client Service Delivery Model**
- Ensure a seamless white glove experience for clients and advisors at all points across the client journey
- Oversee onboarding, transfers, and day-to-day requests to ensure a high degree of service excellence is provided to VPIC clients, referral partners, and Investment Counsellor team
- Enable a high level of client satisfaction and retention by leading complex account openings and high touch service requests in collaboration with Investment Counsellors and other department leaders
- Document and resolve escalated service issues requiring immediate action or high-level solutions or remedies in a positive and timely manner
- Main point of contact for custodian regarding service level agreements, transaction issues and escalations, new and evolving client cases and exceptions
- Assist with the development and implementation of the VPIC Client Experience Strategy
- Participate in working groups and committees in support of client facing projects

**Team Supervision, Training, & Coaching**
- Lead, coach and develop Client Service Team members to ensure service delivery excellence and the ongoing success of individual team members and the client service function overall
- Build, cultivate, and maintain a strong and supportive team with a focus on employee development, engagement, and experience
- Influence team members in a positive manner to support the implementation of both short and long-term change effectively working toward team and organizational goals
- Ensure the Client Service team is fully and completely trained on all aspects of client onboarding, transfers, transaction processing, client service workflows and procedures
- Conduct annual performance evaluations, providing feedback and recommendations for ongoing growth to the Client Service Team

**Client Service Excellence & Continuous Improvement**
- Monitor workflow volumes, conduct procedural audits and reviews to ensure accurate, efficient, and effective service delivery, adequate coverage, and the ongoing equitable distribution of work
- Enhance service excellence and productivity by reviewing and analyzing workflows and processes; identify opportunities for improvement and collaborate cross-functionally to co-create and document changes, conduct training, and assist with implementation
- Support the Director of Operations to establish and integrate client service metrics and key performance indicators to measure and optimize service excellence
- Ensure appropriate client service staffing levels based on operational indicators such as investor/household volumes, onboarding, transfers, and client service transaction activity
- Actively engage in ongoing learning and development to build upon existing organizational awareness, management, and strategic knowledge

**Qualifications**
**Education & Experience**
- Undergraduate degree in Commerce, Business Administration, Economics, or related discipline
- Five years of experience in an investment or financial services environment, knowledge of the Canadian Securities industry is required
- Completion of the CSC or similar program is considered an asset
- Well-developed knowledge of investment management products and services, principles, best practices, and emerging trends
- Previous experience managing a team is required
- Working knowledge of CRM, portfolio management software, and advisor operating systems is an asset
- Technical fluency with the ability to