Service Assurance Specialist (Term)

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

Job summary

A leading financial services company is seeking a Service Assurance Specialist to support service recovery efforts across multiple products and platforms. This role involves data analysis, communication, and collaboration with various internal teams to ensure compliance and operational efficiency. The ideal candidate will have significant experience in client service, strong analytical skills, and proficiency in Microsoft Office tools.

Qualifications

• 4 to 7 years of experience in client service or business operations.
• Strong problem-solving and analytical skills.

Responsibilities

• Support service recovery efforts and coordinate activities.
• Contribute to recovery strategies and assess risks.
• Research and respond to technical inquiries.

Skills

Problem Solving

Analytical Skills

Communication

Organizational Skills

Relationship Management

Education

Post-secondary degree or diploma

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: data analysis and manipulation, writing communications related to service recoveries, taking meeting notes, quality checking data-based activities, validating communications and templates, and supporting various operational projects. Responsibilities also include creating, maintaining, and updating policies, procedures, communications, news, and content on internal intranet sites. Additionally, the role involves preparing and reconciling 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. The specialist must ensure recovery strategies align with product intricacies, operational controls, regulatory, compliance, legal obligations, and tax guidelines. They are responsible for reviewing all communications to ensure reputational risk is mitigated and regulatory obligations are met.

THIS POSITION IS PAN-IGM AND SUPPORTS BOTH IG WEALTH MANAGEMENT AND MACKENZIE INVESTMENTS.

DUTIES INCLUDE:

1. Participating in and supporting the Service Recovery efforts, including coordination activities, identifying key stakeholders for meetings/decisions, data gathering and analysis, supporting notifications, creating and finalizing communication templates in coordination with LCCS, supporting communication campaigns, root cause analysis, controls, Sierra communications, or corporate communications, and coordinating account adjustments/credits/A$M payments with other CSO/CS business units.
2. Contributing to recovery strategies resulting from service failures, including statement issues/changes, confirmations, new product launches, or regulatory changes. Assessing the impact on the business and determining the best approach for recovery and controls, understanding system functionalities and limitations.
3. Assessing risks associated with service recovery issues, including products, services, procedures, controls, system limitations, and tax implications. Developing action plans to address potential risk areas.
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, teams, and internal partners to ensure technical and data requirements are met while maintaining an in-depth understanding of policies, procedures, tax, compliance, and regulations.

QUALIFICATIONS:

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