Mackenzie Investments

  • Service Assurance Specialist

    Job Location CA-ON-Toronto
    Posted Date 2 weeks ago(5/11/2018 3:14 PM)
    Reference Number
    # Positions
    Job Type
    Full Time
    Job Industry
    Financial Services and Banking
    Career Level
    Years of Experience
  • Job Description

    Mackenzie Investments was founded in 1967 and is a leading investment management firm providing investment advisory and related services to retail and institutional clients. The company has $61.3 billion in assets under management, and as part of IGM (a subsidiary of the Power Financial Group of Companies), is the largest independent asset manager in Canada, with $142 billion. We are committed to the financial success of investors, through their eyes.


    Our Vision

    Everything we do starts with the needs of investors, whether they are saving for a child’s postsecondary education, setting money aside for the future needs of a family member with a disability, or funding their own retirement. In fact, our focus is summed up in our Vision statement: We are committed to the financial success of investors, through their eyes.


    Our Values

    Our growth and success are the direct result of our employees, and we strive to create a workplace supported by the following core values: Creativity and Innovation, Strong Decision Making, Collaboration, Courage, Honesty and Integrity, Confidence and Pride.


    At Mackenzie Investments you can Build Your Career with Confidence by:

    Changing the Game:  We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them.

    Making a Smarter World: We believe in continuous learning, understanding what is most important and sharing the benefits of that knowledge.

    Being Proud: As a part of our team you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.

    Joining an Unstoppable Team: We build teams that look out for each other, ask the best of each other and deliver the finest work.

    Learning and Growing: We offer an environment where you can indulge your curiosity to learn; getting the challenges and feedback you need to refine your skills and abilities.

    Thriving in a Supportive Environment:  We have created a workplace where your efforts and career are supported by your team and your leader.


    The Role:


    The Dealer Relations & Business Operations Department at Mackenzie Investments is currently accepting applications for the position of Service Assurance Specialist. 


    Reporting to the Manager, Client Services, the primary role of the Service Assurance Specialist will be to raise awareness, coordinate correction, and communicate resolution to identified issues across multiple companies. 


    The successful candidate will be responsible for:

    • Coordinating Service Recovery efforts from the identification stage to completion of the recovery 
    • Gathering, analyzing, managing and rationalizing large amounts of data to determine issue impact on Investors, Advisors and Dealers and the company.
    • Organizing and leading Service Recovery meetings ensuring there is appropriate representation from various areas across the company, agendas are prepared, and background information is available for the discussion.
    • Documenting recovery action plans and ensuring they are carried out in a timely fashion.
    • Identifying root cause and ensuring additional controls or system fixes are in place ensure there is no reoccurrence.
    • Monthly reporting/communication to management.
    • Daily Support Services email box management.
    • Contributing Department and Team perspective and interests on various internal projects and initiatives.
    • Researching and responding to inquiries and escalations from various sources.


    The following qualifications will assist the successful candidate in accomplishing these functions:

    • Mutual fund industry experience and knowledge is a pre-requisite
    • Excellent written and verbal communication skills
    • Strong organizational skills and the ability to multitask
    • Advanced skills with MS Office Suite and knowledge with Excel macros
    • Excellent analytical and data management skills with attention to detail
    • Enjoy working in a fast paced and dynamic environment with tight deadlines
    • Advanced problem-solving skills
    • Strong working knowledge of SAS
    • Self-starter with ability to work independently


    Internal Applicants:

    If you are interested in applying for this position please direct applications on-line using the “apply for this job” icon located at the bottom or to the left of the posting. If you would like to refer someone for the position please email the posting using the “email this job” option and have your referral indicate that they were referred by you when completing the application. All resumes should be received by May 21, 2018.  If you have any questions regarding this position, please contact Human Resources. Please record your extension number on your resume and cover letter. The job grade for this position is 10. The referral bonus for this position is 2.


    External Applicants:

    We thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.


    Mackenzie Investments offers an exciting and challenging work environment, a competitive base salary, performance-based bonuses, excellent benefits, recognition for your accomplishments, and opportunities for personal and professional growth.


    Mackenzie Investments is an equal opportunity employer and is committed to providing employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. Please advise Human Resources if you require an accommodation.


    File # 18-118



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