Team Lead, Ops Service - IPCC Corporate

Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience.

We are proud to be recognized as one of the Greater Toronto Area's Top Employers (2022) by Mediacorp Canada Inc. for empowering our teams with the resources to thrive in a collaborative environment, where wellness is at the forefront.

With your background, skills and experience you’ve already found success in the wealth management industry. Have you found your ideal firm, one that encourages you to pursue a balanced lifestyle as well as professional success?

We’re seeking a Team Lead, someone who is to provide client service and support to existing operational activities, reporting and document handling to ensure a high level of accuracy and timely delivery. You will be responsible for assisting and improvement of Standard Operating Procedures for both teams.

The Team Lead is a unique, hybrid role that incorporates the knowledge of Counsel Operation Services together with overview and handling of: the document scanning system, mail and courier, document storage and forms management within Document management. This role requires overseeing client reporting, BAU tasks across both teams, new projects, and support of all internal area of Counsel, advisors, head office and manage the relationship with the back office. Coaching the team to exceed expectations, providing statistical reporting to Manager, being the first level of escalation, looking for ways to improve service delivery and assisting with the implementation of new initiatives.

WE WANT YOU TO JOIN OUR TEAM OF WINNERS!

At Investment Planning Counsel we’ve designed every aspect of the Operations Team Lead, role with you in mind.

What is the role of the Operations Team Lead?

• Provide support to internal head office and advisors 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 volume and respond accordingly to changing conditions; redirecting resources within the team to meet or exceed outlined SLAs
• 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 teams 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 and back office administration.
• Support management by recognizing positive contributions by fellow team members; on the job coaching; and team meetings.
• Support management on reporting, data management, and internal communication requests that includes but is not limited to: Environics surveys, service level reporting and internal communications
• Contribute to the accurate resolution of telephone queries and emails from internal and external partners. Respond to UVC enquiries and work with teams on ongoing efficiencies
• 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 Counsel and regulatory products, policies and procedures that includes, but is not limited to:
• Document requirements
• Promote ease of doing business for the front offices through product offering/ education
• Recognize any issues with potential for unforeseen risk to IPC or the client
• Contributes to own professional development planning through active participation in coaching sessions with management.
• Provide support with projects, client reporting as required which includes testing and may require working after hours and on occasional weekends
• Manage end to end facilitation of quarterly reporting with applicable businesses till close of statement run.
• Facilitate submission of files with the vendor
• Document statement summary each quarter
• Manage responses received as bounce backs
• Participate a user acceptance testing with business units at set frequencies and reports identified deficiencies to management
• Maintain a working knowledge and application of imaging, mail, courier, forms, cheque handling and storage procedures

What are the preferred qualifications for an Operations Team Lead?

• Possess a minimum of 5 years of experience within an operations environment
• Undergraduate degree in Business preferred
• Completion of CSC/IFIC is an asset
• Knowledge of relevant Fund company and dealer back-office software solutions is an asset
• Approachable leader, able to offer clear verbal and written instructions upon request
• Able to communicate clearly and concisely the goals and objectives of IPC to all stakeholders; and be able to effectively communicate to various audiences and all levels of staff
• Strong time management skills with an ability to manage various working teams
• Ability to oversee/manage multiple projects effectively and a capacity for dealing with tight deadlines
• Must be extremely proficient at using the Microsoft Office suite of products, mainly MS Word, Visio and Excel

What is #lifeatIPC?

• Awesome support in providing industry-leading training to help you succeed in your role
• Awesome community involvement opportunities through IPC Cares
• Awesome perks: benefits that fit your needs, pension, share purchase plan, corporate discount plans, social events, summer hours, and fun
• Awesome recognition: kudos, all-star program, rising star, and the circle of excellence
• Awesome Leadership teams that know your name

If someone you know sounds like a great fit for this role, send them this job posting and encourage them to apply!

If you continue in the selection process, please notify us of any particular accommodation you might require. Any information you send us will be treated with complete confidence.