Client Experience Team Lead

Canada Life; Calgary; Hybrid; CAD 60,000 - 100,000; Full time

Benefits offered by this job

Career development

Health & dental benefits

Mental health benefit

Volunteer day

Pension plan

Employee discounts

Job summary

Canada Life, a leading wealth provider in Canada, seeks a Team Lead for Pinnacle to guide Client Experience Specialists, resolve escalations, and drive process improvements. The role blends leadership, coaching, and analytics to enhance advisor and client outcomes.

The position offers a hybrid work arrangement, with a base salary range and total rewards program. CSC/IFIC is encouraged to support MFDA/IIROC platforms.

Qualifications

• Post-secondary diploma or degree in business, finance, economics or related discipline.
• Completion of or working towards CSC or IFIC to support MFDA/IIROC platforms.
• Advanced knowledge of Word, Outlook, SharePoint, and Excel.

Responsibilities

• Provide leadership to Client Experience Specialists and act as first point of contact for escalations.
• Investigate, research, and facilitate accurate solutions on escalated matters.
• Collaborate with management on reporting and data management.

Skills

Leadership

Client relations

Communication

Escalation management

Team coaching

Multi-tasking

Education

Business degree or diploma

CSC or IFIC training

Tools

Word

Outlook

SharePoint

Excel

Job description

Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.

In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

Our Pinnacle team is currently growing! We’re seeking a Team Lead, Pinnacle – someone that will be in a hybrid role that incorporates the qualifications of a Client Experience Specialist with the qualities of a leader, coach and analyst. Working with the team and management they resolve problems and ensure an excellent experience to our clients. Integral to the success of this role, the ideal candidate must possess effective leadership qualities, communication skills, empathy, optimism, and strong verbal and written skills.

What you will do

• Provide leadership to Client Experience Specialists, as a first point of contact on matters requiring first level escalation, review and ‘on the spot’ training.
• Investigate, research, and facilitate accurate solutions on escalated matters.
• Recognize and contribute to process improvement opportunities intended to benefit the corporate branch with active engagement with management.
• Actively respond, support, and communicate as required with IPC partners on behalf, and in the best interest of Advisors, IPC and clients.
• Review invoicing submissions and expense requests prior to approvals.
• Participates in onboarding of new team members, 1:1 discussions in conjunction with management as needed.
• Identify training needs, learning opportunities and knowledge gaps within the team, in addition to validating training completion.
• Collaborating with management on reporting and data management as needed.
• Ensures excellence in every interaction to provide a consistent experience for all clients.

What you will bring

• Excellent relationship builder with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.
• Ability to leverage technology to enhance client experiences
• Ability to coach, lead and develop team members to perform effectively
• Excellent client service skills with ability to anticipate client needs and provide timely follow up
• Ability to multi-task, prioritize and thrive working in a fast-paced environment
• Minimum of 5 years of experience in an Advisor/Client support role in a Financial Services firm. Alternate comparable experience will be considered.
• Post-secondary diploma or degree in business, finance, economics or other related discipline.
• Completion of or working towards completion of the CSC or IFIC is mandatory to support advisors and clients on the MFDA &/or IIROC platform.
• Advanced knowledge of Word, Outlook, SharePoint, and Excel.

The base salary for this position is between $59,800 - $99,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education reimbursement.
• Health & Wellness:Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.