Vice President, Advisor Services

100 Queens Quay E, Toronto, ON M5E 1Z2, Canada Numéro de demande 222
2 juillet 2024
À propos de nous:
En tant que chef de file de la gestion de patrimoine au Canada, Patrimoine Richardson allie une approche personnalisée d’une entreprise familiale à des résultats remarquables. Avec des bureaux répartis dans tout le pays, nous sommes fiers d’accueillir certains des conseillers en placement les plus réputés du Canada. Nous avons entamé une phase de croissance stimulante, une transformation sur plusieurs années, destinée à consolider notre culture entrepreneuriale, performante et axée sur les conseillers.

Où nous allons:
Nous aspirons à devenir une marque de référence pour les meilleurs conseillers au Canada et leurs clients fortunés. Notre stratégie de croissance est ambitieuse, avec l’objectif de tripler nos actifs sous gestion pour atteindre les 100 milliards de dollars d’ici 2027.
 
Pour atteindre nos objectifs, nous réalisons des investissements stratégiques dans les domaines de la technologie, de l’immobilier et, en priorité, dans notre personnel.

Position Overview
The Vice President, Advisor Services will play an instrumental role leading and shaping the Advisor Services Team within the Advisor Service Centre at Richardson Wealth.  You will plan, coordinate, direct, and design all strategic activities of the team, as well as provide direction and support for solutions that improve the end-to-end experiences for advisor teams. You thrive on delighting the client and inspire your team members to do the same through strong coaching, development of capabilities and consistent feedback.  You effectively manage the team, their engagement with internal and external partners that impact the advisor team experience and act as a voice of advisor teams (our clients) across RWL to ensure a focus on continuously improving experience.

Duties and Responsibilities
•    Lead the advisor service team, establish performance metrics, resource planning, policies and procedures to support desired business outcomes
•    Develop team members by identifying core capabilities, learning paths, and establishing training, coaching and feedback cycles
•    Support RWL strategic vision and direction by successfully meeting goals and targets within advisor service team
•    Act as an advocate for advisor teams, promote this culture throughout the advisor services team and raise the bar and ability to delight our clients
•    Establish and leverage key relationships internally within RWL and externally to identify and resolve key business risks/issues
•    Ensure a strong partnership with the Advisor Experience team including ongoing engagement with Branch Administrators to inform and educate on platform, service and operational items needed to enable their support in the branches
•    Lead the Service and Operations Governance stream of our Fidelity Clearing Canada relationship to ensure pain points are clearly identified, understood and actioned and opportunities explored to improve experience and outcomes.
•    Oversee Advisor Service Centre Voice of Customer initiatives that target advisor team pain points and needs across channels
•    Continuously innovate, experiment, learn, and adapt to ensure the team's efforts are providing value to our clients
•    Own all daily/weekly/monthly/quarterly/annual reporting for the advisor services team providing visibility into target vs actual results, and lead meaningful, data-driven discussions with Management and team members about results, including strategies to improve service levels where needed and overall continuous improvement initiatives
•    Support complex and / or escalated advisor team issues, taking ownership where needed and following through to resolution
•    Ensure that effective problem management / escalation processes are in place to identify, categorize, resolve, close and prevent recurring issues; connect this to our Voice of Customer work

Qualifications
•      10+ years’ experience in wealth management or financial services, with minimum 5 years in a leadership or senior management role
•      Experience developing and leading high-performing, client facing teams
•      Passion for delivering exceptional client service, with demonstrated ability to design and implement customer experience strategies to enhance satisfaction and loyalty
•      Strong knowledge of customer experience principles, tools and metrics with the ability to apply them proactively
•      Ability to identify and measure critical core competencies and essential performance metrics, and effectively coach team members for success
•      Excellent interpersonal and leadership skills with ability to inspire others
•      Digitally literate with a passion for innovation and leveraging technology to improve process and experience; committed to helping others learn and share this passion
•      Excellent written and verbal communication skills to effectively collaborate across a variety of stakeholders
•      Strong understanding of data analytics and business intelligence, with experience establishing metrics and reporting and using same to drive improved results

Education
•      Bachelor’s degree in business or related field
•      Graduate degree desirable
•      Canadian Securities Course (CSC) and Conduct and Practices Handbook Course (CPH)
•      Other relevant Customer Experience (CX) education an asset

Pourquoi appliquer:
Notre entreprise est aussi performante que les personnes qui la composent. Nos employés sont exceptionnels, alliant une expertise approfondie à l’enthousiasme et à l’empathie. De nos employés en première ligne à nos collègues en coulisses, nous partageons un objectif commun : assurer l’épanouissement de notre personnel au sein de notre entreprise plus que partout ailleurs. Êtes-vous créatif, engagé et orienté vers le client ?

Si tel est le cas, nous sommes disposés à investir en vous.

Patrimoine Richardson est un employeur qui souscrit au principe de l’égalité des chances et s’engage à offrir un environnement de travail diversifié, équitable et inclusif. Nous sommes ravis de répondre à vos besoins spécifiques tout en respectant la Charte canadienne des droits et libertés ainsi que la Loi sur l’accessibilité pour les personnes handicapées de l’Ontario. Les candidats peuvent demander des aménagements à tout moment lors du processus d’entretien.

Nous sommes fiers d'être un partenaire de Fierté au travail Canada.

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  • 100 Queens Quay E, Toronto, ON M5E 1Z2, Canada