IA Private Wealth / Practice Management and Training Team / Start as soon as possible / Canada
Prestige and the Prestige Relationship Managers are the central point of contact providing day to day service and support of inquiries for iA Private Wealth 100 Top Performing Advisors (Chairman’s Council/President’s Council and Top Performers).
Reporting to the Senior Manager Prestige, Practice Management and Training, the Team Leader, Prestige and Training will motivate and guide an existing team of 9 Prestige Relationship Managers and assist them in their day to day tasks to deliver consistent and exceptional experiences for the Prestige Advisory Teams across the country. The Team Leader will oversee moderately complex requests to complex projects, communicates team goals, accountable for quality of work delivered and manages workflow coordination and training.
Your Main Accountabilities:
In this role, you will provide Guidance, Coaching and Immediate support in their daily requirements by:
Review analytics and business trends to identify key areas of concern for top advisor teams and create business development opportunities and enhance the advisor and client experience
Respond to time-sensitive and important inquiries from the management team and providing effective, efficient issue resolution
Provide insights and feedback from the top advisor teams and Prestige Relationship Managers to help create operational and process efficiencies
Working with the Senior Manager Prestige, Practice Management and Training to maintain the high service level standards and continue to improve the Prestige program
Escalation contact for the Relationship Managers working with the management team and internal and external partners to be able to deliver consistent and exceptional experience
Coaching- Guide and Support the Team of Relationship Managers in ensuring that all standards of service are met in their quest to meet the comprehensive and complex day to day requirements of the Firms Top Advisory Teams all the while providing some insights to the tools and systems. Collaborate with other members of the Practice Management Team to drive efforts to enable the top Advisory Practices in meeting their respective growth goals
Coaching - meeting regularly with the Prestige Relationship Managers to help them understand objectives, overcome obstacles, and enhance their performance. Essentially, you help them improve by providing a setting where all the team members can work through difficulties and achieve goals.
Guide the team to meet customer service, and productivity targets by understanding client needs, offering first call resolution of issues, and actively promoting products and services that meet the advisor teams’ needs.
Establish and sustain time management ability; provide advice and coaching related to the service model and develop innovative solutions.
Some of the other important elements from the coaching aspect will include but not be limited to: Thinking Creatively and addressing problems, Setting and executing goals, Providing Feedback, and Improving skills and abilities
Subject Matter Expert - Analyze Prestige centre data (e.g. call activity, performance measures – Volume, productivity, quality) related to the team, team members, and the Centre as a whole. Identify and remove obstacles in the way of optimal individual and team performance. Network internally and externally to enhance the process of continuous learning and identifying best practices.
Liaison with all members of the Practice Management and Training Team, Operations, Compliance, Marketing and all other various support groups/partners to address training and Practice Management needs, as well as service and support inquiries
Support launches and implementation of tools, products and services, to enhance learning, adoption and support business growth
Escalate issues, provide feedback and improvement opportunities to address unresolved concerns; surface areas for improvement and share learnings across teams/departments
Leadership – You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
Share information with the team regarding system changes and keeping the them current on process changes
Work closely with the Senior Manager Prestige to instill goals and objectives uniform with our Prestige Services Team approach and maintain a positive team dynamic
Collaborate with the Practice Management & Training Specialist and the Transitions team to Assist with Advisor Onboarding process
Familiarity with firm and industry related systems (NBIN/Croesus)
What We Are Looking For
Minimum of 7 years industry experience with an IIROC/MFDA firm, with a strong client-service or advisor-service focus.
Strong financial services background –experience working in a firm with independent financial advisors preferred
Leadership experience in a financial industry and/or contact center environment is a strong asset
Excellent interpersonal and relationship management skills
CSC/CPH designation preferred
General to Strong knowledge of Financial Services Back Office processing
Ability to work independently and cooperatively as member of a team
Must be highly organized and able to deal with Advisors, Branch Managers, and internal and external partners/suppliers in a professional manner
Strong computer skills – MS Windows, Excel, Word and Outlook
Excellent language skills in French and English is preferred, due to frequent interactions with Anglophone and Francophone colleagues and internal / external partners across Canada.
Our employees are our best investment and we have much to offer them.
iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
At iA, we’re invested in you.
Our commitment to Diversity and Inclusion
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us here. Someone from our team will be happy to assist you.