Service Assurance Specialist (Term)

IG Wealth Management; Manitoba; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading financial services company is seeking a Service Assurance Specialist to provide support in resolving service recoveries. This role involves data analysis, communication, and collaboration with multiple business units to ensure compliance with regulatory obligations. The ideal candidate will have 4 to 7 years of experience in client services, strong analytical skills, and proficiency in Microsoft Office Suite. Join a dynamic team focused on delivering exceptional service and operational excellence.

Qualifications

• 4 to 7 years of experience in a client service/business operations environment.
• Proficiency in Microsoft Office Suite, especially Excel and Word.
• Strong problem-solving and analytical skills.

Responsibilities

• Support the Service Recovery effort, including coordination activities and data analysis.
• Contribute to recovery strategies resulting from service failures.
• Research and respond to technical and operational inquiries.

Skills

Problem-solving

Analytical skills

Interpersonal skills

Communication skills

Organizational skills

Time management

Relationship management

Education

Post-secondary degree/diploma in a relevant business discipline

Tools

Microsoft Office Suite

MS Excel

MS Word

MS Access

Job description

The Service Assurance Specialist role will provide day-to-day support in the resolution of all Service Recoveries. Service recoveries can be related to specific products, technical systems, tax-related implications, and regulatory obligations. Functions include:

1. Data analysis and manipulation
2. Writing communications related to service recoveries
3. Taking meeting notes
4. Quality checking data-based activities
5. Validating communications and templates
6. Supporting various operational projects

Create, maintain, and update policies, procedures, communications, news, and content on internal intranet sites. Prepare and reconcile monthly service recovery performance reports and tax reports.

Recovery efforts require coordination within Client Services Operations, IS teams, and other business units, including Product, AFP, Corporate Tax, Distribution, Legal, and Compliance. Areas of expertise may include but are not limited to RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Mortgage, Nominee, IIROC, Banking & Insurance. Ensure recovery strategies align with product intricacies, operational controls, regulatory, compliance, legal obligations, and tax guidelines. Responsible for reviewing all communications to ensure reputational risk is protected and regulatory obligations are met.

This position is pan-IGM and supports both IG Wealth Management and Mackenzie Investments.

Duties include:

1. Participating and supporting the Service Recovery effort, including coordination activities, identifying key stakeholders, meeting coordination, data gathering and analysis, supporting notifications, creating and finalizing communication templates, supporting communication campaigns, root cause analysis, and controls.
2. Contributing to recovery strategies resulting from service failures, including statement issues/changes, confirmations, new product launches, or regulatory changes. Assessing business impact and determining recovery approaches while understanding system functionality and limitations.
3. Assessing risks associated with service recovery issues, including products, procedures, controls, system limitations, and tax consequences. Developing action plans to address potential risks.
4. Researching and responding to technical and operational inquiries from internal and external parties, including Product, AFP, Corporate Tax, Distribution/Consultants, and Compliance.
5. Collaborating with senior management and internal partners to ensure technical and data requirements are met, with a thorough understanding of policies, procedures, tax, compliance, and regulations.

Qualifications:

• Minimum 4 to 7 years of experience in a client service/business operations environment, spanning multiple platforms and product lines, including both business and systems expertise.
• Strong problem-solving and analytical skills.
• Proficiency in Microsoft Office Suite, especially MS Excel and Word; MS Access exposure is a plus.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to communicate effectively at all management levels.
• Exceptional organizational and time management skills, capable of working under tight deadlines.
• Strong relationship management skills and the ability to develop partnerships with key business partners.
• Post-secondary degree/diploma in a relevant business discipline.