IT Technology Manager at NextEra Energy overseeing technology delivery and operations. Leading a team across crucial enterprise platforms and DevOps capabilities in energy trading and risk management.
About the role
- Senior Manager managing the Service Centre team for Aviso Wealth. Focusing on optimizing client onboarding and service delivery while enhancing team capabilities through training and development.
Responsibilities
- Actively work with the non-contact team for metrics, quality, workforce management, and training delivery to your team.
- Ensure effective implementation of a service quality and process efficiency program to optimize client onboarding and client experience resulting in higher NPS scores and SQM Survey results and other ranking agency scores
- Work directly with Managers and Senior Managers in Operations and Compliance to find scalability and efficiency in processes
- Coordinate onboarding and ongoing development programs for reps in conjunction with the non-contact team
- Ensure top quartile delivery of service to Premier clients and ongoing expansion of that client base
- (QDI) Determine any service or trading policy changes for Active Trader or High Net Worth clients
- (QDI) Trading Manager to ensure trading activity is in compliance with credit and compliance rules. Set strategy for Investment Representative training and development
- (QDI) Set strategy on system, policy, error mitigation and procedural improvements to mitigate trade risk
- Ensure a continuous improvement culture whereby the manager and supervisor project a client first focus for their reps
Requirements
- Post-Secondary degree – business/management area preferred
- CUW - Canadian Securities Course (preferred). QDI requires CSC, CPH, DFOL, BMC, Options Supervisor courses
- 5 years’ experience in service and operations within the financial services sector within IIROC/MFDA
- 5+ years of service leadership experience
- Knowledge of performance evaluation and customer service metrics
- Excellent organizational and leadership skills with the ability to effectively problem solve
- Team-first mentality
- Excellent oral/written communication and interpersonal skills (influence, negotiation conflict resolution
- Ability to use metrics to strengthen the voice of our clients and partners
- Industry knowledge on Contact Centre best practices
- Strong commitment to customer service
- Demonstrates creativity and innovation while solving problems quickly and efficiently
- Ability to adapt to and work effectively within a variety of situations, and with various individuals or groups
- Ability to forge strong relationships and influence peers
- Fluent communication skills in English are required and bilingual skills in French are an asset
Benefits
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
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