Job title: Senior Manager, Workforce Management

Company: Aviso Wealth

Job description: Aviso Wealth:

At Aviso Wealth, 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 Wealth has to offer at .

The Opportunity: We’re looking for a Senior Manager, Workforce Management to join our Client Solutions team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 1111 West Georgia St, Vancouver, BC.

Reporting to the VP, Customer Service Experience the Senior Manager, Workforce Management 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 consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You 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 (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 actually leading the Workforce Management function 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 in order 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
• Not required but an asset – experience with Cisco phone systems, Salesforce Service, service via email, chat, phone, text, social media, etc.

Benefits

Why Aviso Wealth?

At Aviso Wealth, 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

Equal Employment Opportunity

Aviso Wealth 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 Wealth powers businesses that empower investors. We are a national, integrated financial services company, with approximately $110 billion in assets under administration and management. Aviso Wealth is owned by Credit Union Centrals, Co-operators / CUMIS and Desjardins. Our mutual funds dealer, securities brokerage, and insurance dealer support thousands of financial advisors at credit unions across Canada. Our award-winning online brokerage, Qtrade Direct Investing, and our digital advice platform, Qtrade Guided Portfolios, give Canadians flexible choices for building their wealth. Our asset manager, NEI Investments, offers a comprehensive lineup of responsible investment funds and portfolios, which are available through a national network of advisors. Aviso Wealth also provides custodial services and introducing broker services to independent financial organizations, including banks, trust companies, insurance companies, investment dealers, portfolio managers and financial planning firms. We have operations in Toronto, Vancouver, and Montreal with a regional office in Winnipeg. More information about Aviso Wealth is available at .

Expected salary:

Location: Vancouver, BC

Job date: Tue, 18 Jul 2023 22:10:33 GMT