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Customer Support Manager (Wealth Management)

Michael Page CA

This is a Contract position in York, ON posted June 20, 2021.

● Manage the team – Human resource needs as well as Team and Individual KPIs● Client Communication – Articulate and provide Customer communications● Manage assigned tickets● Manage Escalations – Manage customer escalations through communication and create an action plan agreeable to both parties● Track, Report, and obtaining Service Level Objective (SLO) metrics and goals.● Manage and set priorities for technical resources Support Analyst● Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required in a clear and timely manner.● Assist customers as needed through the phone or web meeting/collaboration tools.● Maintain a detailed understanding of products and services, assist customers with questions and provide the next steps.● Collaborate with internal teams to determine the next steps towards issue resolution (reporting system defects and deficiencies).● Document incidents/problems and contribute to troubleshooting guides or knowledge base articles.● Some on-call support work required (at least twice a year on major releases) and depending on extended support request arrangements.MPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual’s status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants● Experience in a technology/financial services environment; knowledge of Wealth Management Systems and Mutual Fund/ETF trading (MFDA, Fundserv, IIROC).● Client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense.● Ability to communicate effectively both orally and in writing with clients, technical teams, and other co-workers, work to schedules and adapt easily to changing priorities and business needs.● Ability to thrive in a fast-paced, results-oriented environment.● Comfortable working independently, reading and understanding user and technical guides.● Well-developed analytical, problem solving, organizational and time management skills.● Experience with incident tracking software such as JIRA Service Desk or similar tools.● Basic knowledge of using Google apps and tools (e.g. Gmail, Calendar, Sheets, Slides).● Bachelor’s degree or a combination of education and experience in Engineering, Information Systems, or Business Administration.● 3+ years of experience in a customer or technical support analyst role preferably supporting systems used in the mutual fund industry.● Knowledge of relevant aspects of the IT industry is required.The Company, headquartered in Toronto, Canada, is a privately held company and is the leader in enterprise wealth management for the Canadian market. Founded in 1991, it has over 80 staff and 15 leading financial services clients representing over 12,000 financial advisors on the platform. It offers the most comprehensive wealth management solution for financial advisors in the credit union, banking, insurance and investment dealer sectors.They are a world-class technology platform that boasts a number of firsts in Canadian mutual fund distribution including real-time processing, web access, built-in compliance, plus GIC and segregated funds processing capabilities. Technology innovation is one of the cornerstones of their product development strategy and through its Evergreen approach to technology, new features and capabilities transparently integrate into the platform.Our location is downtown Toronto in a small office environment. At the time of this posting, our employees are working remotely from home. Candidates must be eligible to work in Canada.