Supervisor, Client Solutions in Toronto

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.

The Opportunity: We're looking to fill an opening for a Supervisor, Client Solutions to join our Client Solutions team. Reporting to the Manager, Service Centre the Supervisor, Client Solutions oversees the team's delivery of high quality service to our partners and clients and provides a main point of contact for any issues, escalations and questions with a focus on continuous improvement.

As oneaviso:

• We Care - You do the right thing for clients, partners and colleagues. You build trusted relationships, champion service excellence, and contribute to a culture where people feel valued and supported.
• We Dare - You challenge the status quo with bold ideas and fresh perspectives. You embrace change, seek opportunities to innovate and are comfortable exploring new ways of working.
• We Share - You collaborate openly and build meaningful relationships. You seek out diverse perspectives, share your knowledge and work together to help colleagues, clients and partners succeed.
• We Deliver - You take ownership of your work, honour your commitments and focus on delivering meaningful results. You hold yourself accountable and continuously look for ways to improve.

What your day looks like:

• Nurture a culture of continuous improvement where team members have a client-first focus and find ways to improve the service to our partners and clients.
• Work with peers to find efficiencies across the business lines, providing support to ultimately make Aviso a great place to work and a best place for our partners and clients to do business.
• Support and provide 1 on 1 coaching to the Service Centre team members across our offices.
• Partner with the other supervisors to provide quality reviews, job sharing with team members in other offices, and team building as one Service Centre team.
• Collaborate with the Relationship Management, Operations, Compliance and IT teams to ensure the consistent delivery of exceptional service experiences to partners and clients.
• Regularly manage team members' quality reviews and provide regular meaningful support that helps improve team members' skill sets and service.
• Ensure team members regularly track their metrics and use the issue tracking applications and that team members' output and quality targets are met.
• Manage the staffing levels related to scheduling of breaks, vacations and stat holidays, making sure there is sufficient coverage at all times.
• Ensure team members are adequately trained on new products, processes, and policies in advance of launches.
• Monitor email and phone queues to maintain service level.
• Provide a main point of contact for day-to-day Service Centre support, escalations and issues, managing escalated issues as they arise.
• Contribute to the Service Centre Operating plan.
• Subject matter expert to represent the Service Center on cross departmental projects and to support Service Centre initiatives.