Grade: P5

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 management. 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:

The Service Resolution team is responsible for the service recovery process within the Client Services Operations division across both Mackenzie Investments and IG Wealth Management. The service recovery process includes building awareness around identified service failures, collaborating with a wide range of individuals across the organization to identify the root cause, obtain data, conduct analysis, and review the information with the working group to establish a mutually agreed upon resolution plan, communicating both internally and externally and ensuring the appropriate controls are in place to limit the possibility of reoccurrence in the future.

POSITION SUMMARY:

The Service Resolution 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. 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.

DUTIES INCLUDE:

• Participating and supporting the Service Recovery effort which includes: determining key stakeholders required to participate in Service Recovery meetings/decisions, meeting coordination, data gathering and analysis, quality checking data-based activities, supporting Service Recovery notification creation, creating and finalizing communication templates in coordination with LCCS, Sierra communications or corporate communications, coordinating account adjustments/credits/A$M payments with other business units, and root cause/control analysis
• Contributing to recovery strategies resulting from service failures and ensure they are in line with product intricacies, operational controls, tax guidelines, regulatory, compliance, and legal obligations; while also keeping in mind the level of impact to clients/advisors, the impact on our business, and system functionality and limitations
• Coordinating with business partners while determining and executing the recovery strategy
• Creating, maintaining, and updating internal policies and procedures
• Ensuring impact data, costs, root cause, controls and more are documented for every service recovery
• Preparation of monthly/quarterly service recovery performance and tax reports/decks which are presented to senior stakeholders
• Assisting with inquiries/escalations related to service recoveries that are received from Client Relations/Dealer Relations/HNW and any other business teams

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 November 21, 2024.

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