Team Leader Client Services WFG

The Manager of the processing team is responsible for overseeing daily operations, managing team performance, setting, and meeting targets, using lean methodology to optimize processes for efficiency, and fostering a positive team environment.  The manager would be responsible for hiring, training, and mentoring the team to ensure Investia’s behaviours are demonstrated, leading as an example.  The Team Leader will work closely with the Dealer Administration Team Leader to ensure synergies and collaboration for the support of WFG Head office and advisors.

Your Day to Day

• Team Leadership, provide guidance to the team to ensure alignment with our SLAs and standards for WFG
• Creating standards and metrics (DMS) for processes/tasks and working with staff to achieve agreed upon metrics
• Workflow Management, oversee the workflow process, prioritization, and cross training for efficiency to meet the established SLA for WFG
• Recruit, coach, and train employees
• Communication, foster open communication within the team, use the DMS meetings to share progress, issues, and changes.  Encourage team participation and include the team in changes and training.  Communication and relationship building with WFG head office is critical to maintain a positive relationship and partnership.
• Problem Solving, address issues or challenges that arise withing the team, use problem solving skills to find effective solutions.  Using the process improvement team when necessary
• Quality, ensure that processing tasks and sharing of information are completed accurately, providing timely feedback to the team to ensure low error rate while maintaining our SLA agreements.
• Setting Team Priorities: Effectively manage escalations, issues, complaints as they arise using each occasion as an opportunity to build closer ties and exceed expectations with WFG head office and advisors.  Identify areas for process improvement and implement solutions to optimize efficiency and productivity within the team. Work with WFG Compliance and management team to optimize our processes and provide optimal productivity within the WFG team.
• Performance Management: Set clear performance expectations for team members, monitor performance metrics, and provide feedback and coaching to improve performance.  Communicate any issues at DMS and provide management weekly updates on DMS numbers and critical issues that need to be escalated.
• Problem Solving: Address any issues or challenges that arise within the team, using problem solving skills to find effective solutions.  Working collaboratively with stakeholders to work through any issues that may arise.  Always using the philosophy of see, know, and act together.
• Accountability:Primarily accountable for fostering the WFG relationship, fostering open communication, keeping them informed of progress, issues, and changes.   Maintaining service levels and engaging the WFG Head Office team to collaborate and address any issues as soon as they arise to provide optimal service in a seamless manner.

What You Have

• 3-5 years of progressive work experience in dealer administration and or client service environment within the financial industry. 
• Post Secondary education. 
• Experience with data management and analysis, CSC and/or IFIC Operations or Sales course. 
• An excellent working knowledge of the mutual fund and or financial service industry is necessary. 
• Working knowledge or experience in an MFDA dealership.  
• Change Management skillsets & courses and have Customer Experience courses are an asset.
• Need to have strategic planning skillsets. 
• Must have Lean methodology training.