Client Solutions Team Lead, Service Centre

Aviso; Toronto; On-site; CAD 83,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation package

Excellent health, dental and insurance

Generous vacation time

Fitness benefit

Parental leave top-up options

Matching retirement contributions

Education assistance program

Regular social events

Job summary

Aviso Wealth is seeking a Supervisor, Client Solutions to lead the Client Solutions team in delivering high-quality service to partners and clients. Reporting to the Manager, Service Centre, you will be the main contact for escalations and drive continuous improvement across the unit.

You will coach staff, manage staffing and training, and collaborate with other departments to ensure exceptional client experiences in a wealth management environment. This role is based in Toronto, Canada.

Qualifications

• Coaching and people management to develop the team's performance.
• Use metrics to strengthen the voice of our clients and partners.
• Industry knowledge on Contact Centre best practices.
• Strong understanding of wealth management operations.
• Knowledge of trading systems and order management.
• Strong customer service focus with escalation handling.
• Fluent English; bilingual French is an asset.

Responsibilities

• Nurture a culture of continuous improvement with a client-first focus.
• Collaborate to improve efficiencies across business lines and partners.
• Provide 1-on-1 coaching to Service Centre staff across offices.
• Partner with supervisors for quality reviews and cross-office teamwork.
• Coordinate with RM, Operations, Compliance and IT for service delivery.
• Manage quality reviews and support skill development.
• Monitor metrics and ensure targets and outputs meet standards.
• Oversee staffing, breaks, vacations and holidays with coverage.
• Ensure training on new products, processes, policies before launches.
• Monitor email/phone queues to maintain service levels.
• Serve as main contact for day-to-day Service Centre support and escalations.
• Contribute to the Service Centre Operating plan.
• Represent Service Centre in cross-department projects.

Skills

Coaching

Metrics

Contact Centre

Wealth mgmt ops

Trading systems

Customer service

English fluency

French asset

Job description

Aviso Wealth is seeking a Supervisor, Client Solutions to lead the Client Solutions team in delivering high-quality service to partners and clients. Reporting to the Manager, Service Centre, you will be the main contact for escalations and drive continuous improvement across the unit.

You will coach staff, manage staffing and training, and collaborate with other departments to ensure exceptional client experiences in a wealth management environment. This role is based in Toronto, Canada.