Grade:  P5

Referral Level: Level 1

Division: IGM Client Services Operations 

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments 

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967.  Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.   

At Mackenzie Investments You Can Build Your Career with Confidence. 

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. As 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.  We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre. 

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable. 

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.  

DEPARTMENT SUMMARY:

Business Operations Support is comprised of five key disciplines including Service Assurance. The five disciplines provide support to various internal business partners throughout Client Services Operations and in some cases to other divisions of the two organizations.

POSITION SUMMARY:

The Service Assurance Specialist role will provide day to day support in the resolution of all Service Recoveries. Service recoveries can be related to specific products, technical systems, tax related implications and regulatory obligations. Functions include: data analysis and manipulation, writing communications related to service recoveries, taking meeting notes, quality checking data-based activities, validating communications and templates and various operational projects. Create, maintain, and update policies, procedures, communications, news and content on internal intranet sites. Preparation and reconciliation of monthly service recovery performance reports and tax reports.

Recovery efforts require coordination within Client Services Operations, IS teams and other business units including Product, AFP, Corporate Tax, Distribution, Legal and Compliance. Areas of expertise may include but are not limited to any combination of the following: RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Mortgage, Nominee, IIROC, Banking & Insurance. Ensure recovery strategies are in line with product intricacies, operational controls, regulatory, compliance and legal obligations and tax guidelines. Responsible for the review of all communications to ensure that any reputational risk is protected, and regulatory obligations are met.

THIS POSITION IS PAN-IGM AND SUPPORTS BOTH IG WEALTH MANAGEMENT AND MACKENZIE INVESTMENTS

DUTIES INCLUDE:

• Participating and supporting the Service Recovery effort which includes coordination activities, determining key stakeholders required to participate in Service Recovery meetings/decisions, meeting coordination, data gathering and analysis, supporting Service Recovery notifications, creating and finalizing communication templates in coordination with LCCS, supporting communication campaigns, root cause analysis and controls, Sierra communications or corporate communications, coordinating account adjustments/ credits/ A$M payments with other CSO/ CS business units
• Contributing to recovery strategies resulting from service failures. Scope includes statement issues/changes, confirmations, new product launches or regulatory changes. Assessing the impact on our business and determining the best approach for recovery and ongoing controls while understanding system functionality and limitations.
• Contributing to the holistic assessment of risks associated with service recovery issues including products and services, procedures, controls, system limitations and tax consequences. Contributing to action plans that are developed to address potential risk areas.
• Research and respond to technical and operational inquiries from internal and external parties including Product, AFP, Corporate Tax, Distribution/Consultants and Compliance.
• Working with Senior Management, teams and internal partners on a regular basis to ensure technical, data requirements are met while having an in-depth understanding of policy/procedures, tax, compliance and regulations.

QUALIFICATIONS:

• Minimum 4 to 7 years of experience within a client service/business operations environment. Experience needs to span across multiple platforms and product lines and include both business and systems expertise.
• Strong problem solving/analytical skills.
• Proficient in Microsoft Office Suite (primarily in MS Excel and Word, MS Access exposure would be ideal).
• Strong customer service orientation with excellent interpersonal and communication skills, both written and verbal. Ability to communicate with all levels of management.
• Exceptional organizational and time management skills. Ability to deliver under tight time constraints.
• Strong relationship management skills and the ability to develop partnerships with key business partners. Strong initiative and ability to think outside the box to develop innovative solutions.
• Post-secondary degree /diploma in a relevant business discipline.

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careers 

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

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.  

Please apply by July 5, 2024. 

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