Associate Manager, Contact Centre

Permanent Full Time 

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Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.    

In November 2023, Canada Life acquired IPC.  Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.   

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

The Associate Manager, Client Services Contact Centre is responsible for the day-to-day leadership and operational oversight of a team of front-line staff within the Contact Centre. This role ensures the delivery of high-quality client experiences by driving performance, fostering a positive and engaging team culture, and continuously improving service delivery. The Associate Manager is a key support to senior leadership and plays a vital role in coaching, development, and operational efficiency.

What you will do

• Lead, coach, and develop the front-line staff to achieve service excellence and performance goals.
• Cultivate an inclusive, high-performance culture focused on accountability, engagement, and continuous growth.
• Support succession planning and talent development initiatives within the Contact Centre.
• Provide leadership, as a first point of contact on matters requiring first level escalation, review, ‘on the spot’ training
• Investigate, research and facilitate the communication of accurate solutions on escalated matters
• Monitor activities and email volume and respond accordingly to changing conditions; redirecting resources within the team to meet or exceed email SLAs
• Lead team to contribute to the accurate resolution of the overflow of telephone queries, tickets and emails from internal and external partners with an emphasis on meeting or exceeding service level agreements.  
• Recognize and contribute to process improvement opportunities intended to benefit the team with an impact to the heightened service delivery through active engagement with management
• Respond, assist, support and communicate as required with IPC partners on behalf of the Client Services Associates/Specialists and/or management
• Recognize training issues, learning opportunities and knowledge gaps within the team, and develop useful learning paths for the team in conjunction with IPC partners  
• Support management on reporting, data management, and internal communication requests that includes but is not limited to: surveys, scorecards, service level reporting, team productivity and internal communications
• Liaison between client facing front office partners, internal partners and third-party vendors to positively represent mutual interests and transfer knowledge.
• Educate callers on array of IPC and regulatory products, policies and procedures
• Take the lead as the primary point of contact for high value, high sensitivity Advisor interactions that may include supporting Advisors and/or extraordinary matters.  
• Ad-hoc duties and requests as needed.

What you will bring

• Strong leadership and coaching abilities with a passion for team development.
• Excellent problem-solving and conflict resolution skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Exceptional communication skills, both written and verbal.
• High attention to detail and commitment to delivering quality service.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint); experience with CRM or ticketing systems is an asset
• Knowledge of financial products, regulatory requirements, and client account administration is highly desirable.
• Post-secondary education in Business Administration, Finance, or a related field (or equivalent experience).
• Minimum 5-7 years of experience in client services, financial services, or a related customer-facing environment.
• Knowledge of relevant Mutual funds and Securities platforms is an asset
• Completion of CSC/IFIC is an asset
• Previous experience in a leadership or supervisory role is strongly preferred.
• Proactive, adaptable, and solution-oriented.
• Collaborative team player with a client-first mindset.
• Comfortable making decisions and taking initiative in ambiguous situations.

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The base salary for this position is between  $70,500 - $117,400 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

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