Operations Team Lead

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

Our Operations team is currently growing! We’re seeking a Team Lead in our New Accounts and Transfers Department. This role is perfect for someone who can provide exceptional client service and operational support to Advisor Partners and their branches throughout the client onboarding journey. You'll oversee activities such as new account openings, transfer initiation, and ongoing account maintenance, aiming to meet high service standards by leveraging technology solutions and creating operational efficiencies.

The Team Lead role is a hybrid position that combines expertise in New Accounts and Transfers Management with the ability to monitor, coach, and lead a team to exceed expectations. You'll be the point of escalation when required, identify opportunities for improved service delivery, and assist with the implementation of new initiatives.

What you will do

• Coaching and Development: Provide ongoing coaching to team members, assist in performance reviews, provide feedback, and manage vacation schedules.
• Operational Oversight: Oversee the opening of new accounts and transfer initiation, ensuring documentation is accurate and complete.
• Process Improvement: Recognize and contribute to process improvement opportunities to benefit the team and enhance service delivery through active engagement with management.
• Training and Development: Identify training issues, learning opportunities, and knowledge gaps within the team, and develop useful learning paths in conjunction with IPC partners and learning resources.
• Support Management: Recognize positive contributions by team members, provide on-the-job coaching, and conduct team monthly meetings while maintaining notes/minutes.
• Reporting and Data Management: Support management with reporting, data management, and internal communication requests, including ASI surveys, scorecards, service level reporting, team productivity, and internal communications.
• Liaison Role: Act as a liaison between client-facing front office partners, internal partners, and third-party vendors to positively represent mutual interests and transfer knowledge.
• Client Education: Educate callers on IPC and regulatory products, policies, and procedures.
• Resource Management: Monitor intra-day activities and email volume, respond to changing conditions, and redirect resources within the team to meet or exceed service levels.
• Customer-First Mentality: Prioritize a customer-first mentality, providing solutions within regulatory guidelines.
• Critical Execution: Oversee daily critical execution and prioritize escalated items for resolution.

What you will bring

• Minimum of 5 years of experience within an operations environment, working within a securities broker-dealer platform.
• Undergraduate degree in Business preferred.
• Completion of CSC/IFIC is an asset.
• Knowledge of relevant back-office software solutions is an asset.
• People management experience is an asset.
• Approachable leader, able to offer clear verbal and written instructions upon request.
• Strong communication skills to effectively convey goals and objectives to all stakeholders.
• Excellent time management skills with the ability to manage various working teams.
• Ability to oversee/manage multiple projects effectively and handle tight deadlines.
• Proficiency in Microsoft Office suite, especially MS Word and Excel.
• Attention to detail with the ability to work under pressure.

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The base salary for this position is between  $57,100 - $ 95,200 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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