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Business Applications Support Coordinator

  • Employer: iAVM
  • City: Montréal
  • Job category: Information Technology, Leadership and Management
  • Job ID: J0818-0155
  • Job type: Regular full time

Company Overview

Description

Are you passionate about IT and managing business applications? Do you have a natural curiosity, good communication skills and an ability to summarize? Join the iA Securities Business Applications team!

We are looking for a coordinator, who will oversee a professional customer service team. The coordinator will ensure quality control of the team’s work and productivity. The coordinator will also work with the various departments that gravitate around the support team (external partners, internal IT team, advisor support, training, communications, etc.).
More specifically, you will:

• Be the business applications expert, help train advisors and ensure they have support for the applications

• Coordinate the resolution of business application problems and make sure causes and fixes are documented

• Establish and follow the performance indicators making it possible to maintain a high level of internal and external client satisfaction

• Train customer service professionals to effectively and accurately answer questions from advisors and clients regarding business applications

• Mobilize the support team to ensure users are supported while taking the utmost care to provide an excellent client experience

• Be in constant contact with all partners and ensure client satisfaction through rapid and efficient communications

• Be the point of contact for any business application-related issues, work with suppliers and the various internal groups to ensure quick resolution and communicate any progress and final resolution to the various stakeholders

• Understand business needs, document needs in terms of improvements and support to then formulate recommendations for improvements to systems and training to improve the user experience

• Help in the transition of projects to production, guide users in implementing new practices and provide the necessary training and support

• Constantly learn and look for new solutions to stay up-to-date on existing and potential systems

• Remain in constant contact with advisors to provide support and be aware of their issues

• Prepare recommendations on business system strategies for the Management Committee

Qualifications

• Diploma of college studies (DCS) in information technologies or a related field
• Experience in managing relationships with clients and business partners (five years)
• Excellent analytical, resolution and problem tracking skills
• Ability to communicate effectively at all levels, including with internal and external stakeholders
• Excellent organization and multi-tasking skills
• Ability to work in a fast-paced, constantly changing environment
• Autonomous
• Bilingual (English and French, verbal and written)

Working at iA Financial Group

We consider our employees to be our most important investment and we have a lot to offer them. Find out more about iA.

iA Financial Group is committed to having an equal access employment program and welcomes applications from women, visible minorities, Aboriginal peoples and disabled persons. Any use of the masculine form is to simplify the text and includes the feminine form.