Senior Manager, Workforce Management and Optimization

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic 'oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We're looking for a Senior Manager, Workforce Management and Optimization, to join our Client Solutions team.

Reporting to the Director, Continuous Improvement, the Senior Manager, Workforce Management and Optimization is responsible for developing and continuously improving an innovative, employee centric, WFM practice and managing all workforce management activities and tasks in our contact centres. You will also lead our departmental reporting and analysis function. You will also be part of our customer service experience senior leadership team and be a major contributor in shaping and implementing our vision through various projects and initiatives. We are looking for new and creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting and analysis. You have a track record of accomplishing this in a world class service department. You will need to influence, negotiate, and collaborate with internal and external partners in our various lines of business as well as CX, Operations, HR, Marketing, I.T., Product Development and more. This is a critical role in ensuring we can transform and innovate how Customer Service Experience is done.

Who you are:

• Service
• You put your clients' needs first. You advocate service excellence, and work to deliver client-centric solutions, and 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:

• Develop and continuously improve people both on your team and others in the contact centre (coaching, improving training, communications, engagement, etc.), process (enhancing operations and increasing efficiencies) and technology (leveraging technologies, automating processes and making recommendations for technology improvements where applicable)
• Develop innovative WFM practices that are ground-breaking
• Lead our departmental reporting and analysis function
• A major contributor in shaping and implementing our vision through various projects and initiatives
• Develop and implement new and creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting and analysis
• Partner with the leadership team to evolve this new contact centre in an organization obsessed with Customer Experience.  It is all about the customer from design to servicing
• Challenge the status quo and join us on the road less travelled. You will fail fast and learn even faster
• Partner with other departments including CX, Operations, HR, Marketing, I.T., Product Development and more to ensure strong two-way communications and that the Contact Centre gets the appropriate information to effectively handle our customer calls, chats and emails
• Coach and develop our Customer Service team and ensure they are supported, respected, communicated and included in our WFM activities
• Champion the service philosophy in everything you do and every meeting you are in.  Create the gold seal standard in customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard

Requirements

Your experience and skills:

• 8+ years in contact centres in progressive roles including 3+ years leading the workforce management and reporting functions in a world class customer service environment with a strong track record of success
• Deep understanding of WFM principles
• Up to date on all the latest tools and tricks
• Flexible to work at different times to run this operation
• Be a constant learner and constant teacher
• Excellent at listening, making people feel heard and valued
• Extensive expertise in reporting and analysis, forecasting, charts, graphs, correlations, etc.
• A believer in servant leadership.  An eternal student of service
• Someone with a strong work ethic who leads by example
• Someone who is not afraid to ask others for help when needed
• Not territorial or worried about looking good but would rather everyone look good together
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Experience working with leaders who may not fully understand the role or benefit of WFM in the contact centre yet and ability to help them understand it.
• Not required but an asset - experience with Genesys phone systems, Creatio CRM, multi-channel service (email, chat, phone, etc.)

Benefits

Why Aviso?

At Aviso, 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

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page - Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

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

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We're building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We're a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins.
We're proud to power businesses that empower investors
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A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you're looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $115,000 - $135,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.