Senior Manager, Service Center

Overview 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 to fill an opening for a Senior Manager, Service Centre to join the Service Centre team. Reporting to the Director, Service Centre, the Senior Manager will manage the leaders of the CSO or IR team to lead the optimization of policies and procedures on an inter‑departmental basis, optimize team efforts for quality service delivery, and coordinate training and development programs for the Service Centre team. They will liaison with the Senior Manager of Client Engagement and Senior Manager of Product and CU Wealth peers to develop strategy to enhance the Service Centre offering. Responsibilities Actively work with the non‑contact team for metrics, quality, workforce management, and training delivery to your team. Ensure effective implementation of a service quality and process efficiency program to optimize client onboarding and client experience, resulting in higher NPS scores and SQM Survey results and other ranking agency scores. Work directly with Managers and Senior Managers in Operations and Compliance to find scalability and efficiency in processes. Coordinate onboarding and ongoing development programs for reps in conjunction with the non‑contact team. Ensure top‑quartile delivery of service to Premier clients and ongoing expansion of that client base. Determine any service or trading policy changes for Active Trader or High Net Worth clients. Ensure trading activity is in compliance with credit and compliance rules; set strategy for Investment Representative training and development. Set strategy on system, policy, error mitigation and procedural improvements to mitigate trade risk. Ensure a continuous improvement culture whereby the manager and supervisor project a client‑first focus for their reps. Who You Are Service – You put your clients' needs first, advocate service excellence, and work to deliver client‑centric solutions and proactive strategic partnerships. Execution – You are committed to achieving goals, get things done, and continuously improve. You take accountability for actions and learn from mistakes. Collaboration – You work collaboratively, build trust and inclusion, and establish effective relationships inside and outside the organization. Leadership – You lead your team with direction, coaching, and motivation; remove roadblocks and provide support to enable peak performance. Qualifications Post‑Secondary degree – business/management area preferred. CUW – Canadian Securities Course (preferred). QDI requires CSC, CPH, DFOL, BMC, Options Supervisor courses. 5 years' experience in service and operations within the financial services sector within IIROC/MFDA. 5+ years of service leadership experience. Knowledge of performance evaluation and customer service metrics. Excellent organizational and leadership skills with the ability to problem‑solve. Team‑first mentality. Excellent oral/written communication and interpersonal skills. Ability to use metrics to strengthen the voice of clients and partners. Industry knowledge on contact centre best practices. Strong commitment to customer service. Demonstrates creativity and innovation while solving problems quickly and efficiently. Adaptability and ability to work with varied situations and individuals. Ability to forge strong relationships and influence peers. Fluent communication skills in English required; bilingual skills in French are an asset. Benefits Competitive compensation package that rewards and recognizes individual contributions. Excellent health, dental and insurance benefits. Generous vacation time, fitness benefit, parental leave top‑up options. Matching contributions to our retirement program. Commitment to continuous improvement of staff through learning & development and an education assistance program. Regular social events to foster teamwork. Salary This position is posted with an expected salary range of CA$115,000 - CA$135,000 CAD annually . Individual compensation packages are based on various factors unique to each candidate and the requirements of the position. Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service Your Information By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purpose 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. 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. #J-18808-Ljbffr