Location: Montreal

Division: Client Services Operations

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management, Mackenzie Investments and Investment Planning Counsel.

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.

At IG Wealth Management, our vision is to inspire financial confidence.

This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre.

You will join a team that that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.

IG Wealth Management is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

Department Summary:

The Client Relations department delivers critical front-line support to Consultants, Clients, Assistants, Specialists and other internal partners on business matters and products for multiple lines of business and across multiple service platforms.

Position Summary:

The Client Relations department is a critical business function and enabler of strategic transformation initiatives impacting IG and MI. As a central resource for Advisors, Clients and internal business partners, Client Relations provides support for new product launches, technologies and processes that are key to the success of transformation. In addition, the Contact Centre is embarking on an optimization program that will modernize and digitize contact handling. The Manager, Client Relations is responsible for providing direction and coaching to team members while ensuring productivity and quality targets are met. The Manager is responsible for the daily operations of the business unit and is knowledgeable in the unit's functions so that the resources are managed efficiently and effectively. The Manager is responsible for additional management and representation on Corporate Contact Centre and Client Relations projects and initiatives. The Manager is also responsible for recruiting the best talent in the industry and employee onboarding.

Duties Include:

• Change Management - develop, motivate, mentor and provide leadership for the team through the change management process.

• Coaching to enable growth and engagement of team members and enabling practices around behaviors and mindsets to help them achieve their very best while allowing them to learn and grow.

• Onboarding of new talent including recruitment, interviewing, and selection to support business volumes and strategies.

• Providing strong leadership and decision-making capabilities to effectively lead your team to their developmental goals with a high degree of emotional intelligence.

• Enabling transformation and modernization as part of the Contact Centre journey to support frontlines and clients as they go through this transformation.

• Builds commitments of quality by monitoring phone and email contacts to ensure a reliable, consistent, and transparent service is demonstrated.

• Drives continuous improvement resulting from complex/sensitive issues, proactive/critical thinking, ideation and action-oriented skills.

• Simplify business processes by assisting and managing process improvement initiatives within Client Relations.

• Builds collaborative partnerships, creates synergies and provides project representation within CSO, other corporate divisions and internal/external clients.

• Creating effortless experiences by ensuing the client is at the heart of everything we do and eliminating barriers for the client and your team. Required to stay current on a broad spectrum of technologies and knowledge for various products and services.

• Constantly adapting to new priorities by remaining nimble and agile in a fast-paced work environment

Qualifications:

• Contact Centre Experience and Knowledge: Minimum 5 years in a Contact Centre environment, including 2 years of formal leadership.

• Education: Post-secondary degree or diploma in business or a relevant field (Commerce, Business Administration)

• Inter-personal skills: Ability to adapt to a variety of personalities and mindsets and exercise emotional intelligence to build relationships. High requirement for relationship management skills and ability to lead virtually/work from home and across locations.

• Organization: Demonstrated organizational skills with the ability to manage multiple priorities

• Critical/Strategic Thinking: Strong analytical, problem solving and decision-making skills

• Skills: Strong PC skills and practical experience with Microsoft Office Suite

• Communication: Exceptional oral and written communication skills and ability to communicate on our various values

• Bilingual (English & French) is required.

Please visit our career page by clicking on the following link: https://www.ig.ca/en/careers

We thank all applicants for their interest in IG Wealth Management; however only those candidates selected for an interview will be contacted.

IG Wealth Management is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.

Please apply by February 7, 2024.

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