Aviso:At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at <a href="https://can01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.aviso.ca%2F&amp;data=05%7C01%7Cgwilliams%40aviso.ca%7C60dd7ee3a5424b5b24be08db49a35c45%7C8bf75a43b0eb42ab81d6e397059ed15e%7C0%7C0%7C638184738201947724%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=LHwunwpXGiDBWlj9f2%2Fc%2Bjrhb2FU5LcnBSO7kW88ZqQ%3D&amp;reserved=0">www.aviso.ca</a>.The Opportunity:We’re looking for a Supervisor Trading to join our Qtrade Direct Investing team.Reporting to the Senior Manager, Client Solutions, the Supervisor Trading is responsible for leading the Qtrade Investment Representatives (IR), ensuring delivery of customer service excellence.  This includes conducting quality service and trade accuracy reviews, coaching and development of your team of IRs, identifying training &amp; development opportunities, career growth opportunities as well as ensuring recognition and motivation of your team.  We look for servant leaders, who understand being responsible for both your employee experience, and in turn, our exceptional investor experience. You will work alongside other Qtrade Managers and Supervisors to ensure the Qtrade team is aligned on goals and deliverables. This is a critical role in helping Qtrade to maintain, and improve, our reputation for great customer service. Who you are:<ul><li> Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner</li><li> Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes</li><li> Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization</li><li> Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members</li></ul>What your day looks like:<ul><li>Cultivate a team of customer service experience Investment Representative superstars </li><li>Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization </li><li>Fail fast and learn even faster</li><li>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</li><li>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</li><li>Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better </li><li>Work with Trade Control to reach out to clients who encounter issues or who escalate</li><li>Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base </li></ul>Your experience and skills:<ul> <li>Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience</li> <li>Completion of the Canadian Securities (CSC), Conduct and Practices Handbook (CPH) and Options Licensing Course &amp; Derivatives Fundamentals Course (DFOL) is required</li> <li>Completion of Investment Dealer Supervisors Course (IDSC), Options Supervisor Course within 12 months of hire is required</li> <li>Registered as a Supervisor and Options Supervisor is highly desirable </li> <li>Completion of the Professional Development and Compliance Requirements of each IIROC education cycle </li> <li>3+ years of high performing experience as an Investment Representative/frontline trade contact centre role</li> <li>Ideally 2 years of experience as a supervisor</li> <li>Strong Market knowledge including trading systems, order management, corporate actions</li> <li>Coaching and people management to know how to get the best out of your team </li> <li>Excellent Customer Service Skills and Contact Centre best practices</li> <li>Large focus and ability to use metrics to strengthen the voice of our clients</li> <li>Fluent communication skills in English are required and bilingual skills in French are an asset</li> </ul>

Aviso Wealth

Supervisor, Trading, QTrade Contact Center

Aviso Wealth