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Manager, Wealth Services - Contact Centre

Company: Coast Capital Savings Wealth Management 

Location: British Columbia (CA-BC), Surrey   

Job Type: Full-Time 

 

Together, we help empower you to achieve what’s important in your life.

 

What’s the job?

The Manager Wealth Services, Contact Centre is responsible for effective leadership and oversight of the Investment team. This role will develop a high performing engaged team focused on our members financial wellbeing, providing a high standard of service and achieving growth and profitability for the organization. The Manager Wealth Services, Contact Centre is accountable for coaching to investment advice on more complex deals and exception approvals. This role will provide support to the Regional Manager, Wealth Management Services and will assume responsibility for the Investments Centre in the Manager’s absence. As the Contact Centre operates on a six-day shift, 12 hours per day, flexibility to work shifts of varying hours is mandatory

 

What you’ll get to do:

  • Responsible for coaching, training, performance management including performance evaluations, career development, and recruitment, and onboarding new team members
  • Ensures staff have Individual Development Plans in place to support current and future development as well as create a strong pipeline of talent for succession.
  • Provides input into the development of Investment contact centre business plans
  • In collaboration with the Contact Centre Leadership Team, is actively involved in the community to foster the image and reputation of Coast Capital Savings.
  • Demonstrating Coast values, establishes an open supportive work environment and engages the team in activities that builds a culture of care, enhances morale and motivates performance.
  • Facilitates regular team meetings focusing on training, product and peer transfer of knowledge
  • Manages the daily operations of the Investment Team, including overseeing queue management in order to achieve business unit targets and ensure a seamless member experience.
  • Is first point of contact in Member escalations. Using first touch resolution tactics is able to resolve complex issues in a professional manner to avoid further escalation.
  • Accountable for the oversight and ensuring the team complies with regulatory compliance, which includes identifying discrepancies through coaching and completion of Member Advice Quality Reviews
  • Coaches to the fulfillment of high quality investment advice through prudent implementation of simple investment solutions aligned to risk tolerance, investment objectives, time horizon, and investment knowledge (KYC) while increasing profitability for the organization and aligned to the division strategy and our Culture of Care.
  • Oversees structuring and approval of complex investment deals, providing due diligence and ensuring our members' financial well-being.
  • Promotes and educates other business line leaders on the Investment Centre strategy in order to facilitate the successful achievement of Contact Centre business initiatives within the broader organizational goals

 

 

Who are we looking for?

  • Completion of the Investment Funds Course (IFIC) is required and must be eligible to be registered with the BC Securities Commission to sell mutual funds.
  • Advanced knowledge of a variety of investment products
  • Good understanding of credit products and services in order to identify opportunities and make quality referrals
  • Strong in sales processes and producing results
  • Working knowledge with life insurance products and administration
  • Demonstrated sales skills and proven ability to coach to the sales cycle.
  • Effective interpersonal skills and ability to contribute well to a positive team environment by working efficiently, professionally and in a friendly manner with tact and diplomacy demonstrating resilience and remaining calm under pressure.
  • Business Acumen: understands how business works, including current and future strategies, practices, trends, economics, and technology; understands the competitive environment and how strategies and tactics work in the marketplace
  • Dealing with Ambiguity: Can effectively cope with change and “shift gears” comfortably; can decide and act without having the full picture, and isn’t upset when things are “up in the air”; comfortably handles risk and uncertainty
  • Demonstrated experience and effectiveness in both verbal and written communication including F2F presentations to groups, focused and concise written and verbal summaries, effective questioning and listening skills.

Why join Coast Capital Savings?

 

We don’t mean to toot our own horn, but…

 

  • We improve Canadians’ financial well-being through providing simple financial help.
  • Employees do what’s best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work with modern LEED certified offices and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • We are a Certified B Corp®. Our certification reflects our strong commitment to social and environmental performance, accountability, and transparency.
  • In 2019, we earned double kudos by being named one of BC’s Top Employers and one of Canada’s Best Managed Companies – two of the nation’s most coveted business awards, may we add.

 

Does this position inspire you?  If so, apply today at Coast Capital Savings. 

Apply now »