Grade: P6

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 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. Service recoveries can relate to specific products, technical systems, tax related implications and/or regulatory obligations.

POSITION SUMMARY:

The Senior Service Resolution Specialist role provides guidance and direction for all Service Recoveries and coordinates all aspects of the strategy. Recovery efforts that are complex in nature will require coordination and collaboration with Senior Leaders/resources within Client Services Operation and in various divisions including Product, Corporate Tax, Distribution, Legal, and Compliance. This role will also provide oversight and be responsible for coordinating the administration of all operational aspects relating to the Service Recovery along with understanding the data requirements, technical system functionality and limitations to deliver accurate communications. Areas of expertise may include but are not limited to any combination of the following: RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Nominee, IIROC, Banking & Insurance. Ensures 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.

DUTIES INCLUDE:

• Leads coordination of Service Recovery activities and takes ownership of their completion. Activities include determining who are the key stakeholders required to participate in Service Recovery meetings/decisions, calling and chairing meetings, drafting Service Recovery notifications and advance notices to National Distribution Leaders (as required), coordinating operational processing needs, and reporting of impacts, costs, root causes, and controls.
• Provides business expertise to guide recovery strategies by assessing the impact to our business and determining the best approach for recovery while understanding system functionality/limitations, regulatory obligations, and risks associated with complex service recovery issues.
• Works with Senior Management and internal partners on a regular basis to ensure technical and data requirements are met while having an in depth understanding of policy/procedures, tax, compliance and regulations.
• Responsible for the oversight of communications to advisors and clients as well as internal partners such as distribution, client relations, dealer relations, and sales. Proactively anticipates potential advisor and client concerns and creates recovery strategy accordingly
• Acts as primary technical and subject matter expert for the company for Service Recovery issues.
• Researches and responds to technical and operational inquiries from internal and external parties including Product, AFP, Corporate Tax, Distribution/Advisors and Compliance.

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 and decision-making 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.
• Ability to deal with complex data and issues and break them down so they are easy to understand for internal/external partners
• 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.
• Experience with project management would be an asset; strong organizational skills
• 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 January 24, 2025.

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