Call Center Registered Nurse providing patient education and clinical support for self - injection techniques. Serving as a liaison between healthcare providers and patients through call center services.
About the role
- Supervisor Trading leading a team of Investment Representatives to ensure customer service excellence at Aviso. Coaching and developing team members while maintaining high-performance standards in trading.
Responsibilities
- Cultivate a team of customer service experience Investment Representative superstars
- Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
- Fail fast and learn even faster
- Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
- Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
- Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
- Work with Trade Control to reach out to clients who encounter issues or who escalate
- Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base
Requirements
- Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
- Completion of the Canadian Securities (CSC), Conduct and Practices Handbook (CPH) and Options Licensing Course & Derivatives Fundamentals Course (DFOL) is required
- Completion of Investment Dealer Supervisors Course (IDSC), Options Supervisor Course within 12 months of hire is required
- Registered as a Supervisor and Options Supervisor is highly desirable
- Completion of the Professional Development and Compliance Requirements of each IIROC education cycle
- 3+ years of high performing experience as an Investment Representative/frontline trade contact centre role
- Ideally 2 years of experience as a supervisor
- Strong Market knowledge including trading systems, order management, corporate actions
- Coaching and people management to know how to get the best out of your team
- Excellent Customer Service Skills and Contact Centre best practices
- Large focus and ability to use metrics to strengthen the voice of our clients
- 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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