Grade: E11

Referral Level: Level 3 

Division: IGM-CSO

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 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.  

About Us

At IGM Financial, we’re not just managing customer interactions—we’re engineering the future of client experience. As a leader in financial services, we are committed to delivering seamless, data-driven, and digitally enabled service across our brands. We are seeking a visionary executive to lead our contact centre transformation and elevate our client engagement strategy.

The Opportunity

As Vice President, Enterprise Contact Centers, you will lead our continuing modernization of our contact centers, evolving from traditional service models to intelligent, omni-channel ecosystems. You’ll drive innovation through AI, automation, data analytics and insights while fostering a high-performance, inclusive culture across hybrid teams.

Key Responsibilities

• Strategic Leadership & Transformation
• Actively develop, execute and implement next-generation contact center service capabilities  aligned with enterprise goals.
• Champion AI, machine learning, and segmentation to personalize service and optimize experience.
• Lead the integration of cloud-based and self-service platforms (e.g., Virtual agents, chatbots, IVR).
• Drive enterprise-level change initiatives using structured methodologies (e.g., ADKAR).
• Operational Excellence
• Oversee multi-site operations, ensuring scalability, compliance, and service excellence.
• Monitor KPIs and analytics dashboards to drive continuous improvement and performance.
• Ensure adherence to regulatory standards (e.g., OSC, CIRO) and cybersecurity protocols.
• People & Culture
• Inspire a culture of innovation, agility, and collaboration across diverse teams.
• Develop leadership pipelines and support career growth through coaching and mentorship.
• Promote employee engagement and well-being in hybrid a environment.
• Enterprise Collaboration
• Partner and influence senior leaders within Distribution, Technology, Product, Marketing, and Compliance to align service delivery.
• Leverage voice of the client insights into actionable service improvements.
• Strengthen relationships with advisors, dealers, and strategic stakeholders.

What You Bring

• 10+ years of progressive leadership in contact centers or client operations, ideally in financial services or tech-forward industries.
• Proven success in digital transformation and data-driven service models.
• Experience with CRM and contact centre platforms (e.g., Salesforce, Genesys, NICE, Five9).
• Strong change management skills and executive presence.
• Post-secondary degree in Business or related field; MBA or industry certifications (e.g., CSC, IFIC) are assets.
• Bilingualism (English/French) is an asset.
• As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.

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 June 25, 2025. 

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