Senior Manager, Service Center

At Aviso, we are dedicated to improving the financial well‑being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

We're looking to fill an opening for a Senior Manager, Service Centre to join the Service Centre team. Reporting to the Director, Service Centre, the Senior Manager, will manage the leaders of the CSO or IR team to lead the optimization of policies and procedures on an inter‑departmental basis (SOC), optimization of team efforts for quality service delivery, and coordinate training and development programs for the Service Centre team.

The Senior Manager will liaison with the Senior Manager of Client Engagement and Senior Manager of Product and CU Wealth peers to develop strategy to enhance the Service Centre offering.

• Service – You put your clients' needs first. You advocate service excellence, and work to deliver client‑centric solutions, and proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner.
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes.
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization.
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in‑depth understanding of your individual team members.

• Actively work with the non‑contact team for metrics, quality, workforce management, and training delivery to your team.
• Ensure effective implementation of a service quality and process efficiency program to optimize client onboarding and client experience resulting in higher NPS scores and SQM Survey results and other ranking agency scores.
• Work directly with Managers and Senior Managers in Operations and Compliance to find scalability and efficiency in processes.
• Coordinate onboarding and ongoing development programs for reps in conjunction with the non‑contact team.
• Ensure top quartile delivery of service to Premier clients and ongoing expansion of that client base.
• (QDI) Determine any service or trading policy changes for Active Trader or High Net Worth clients.
• (QDI) Trading Manager to ensure trading activity is in compliance with credit and compliance rules. Set strategy for Investment Representative training and development.
• (QDI) Set strategy on system, policy, error mitigation and procedural improvements to mitigate trade risk.
• Ensure a continuous improvement culture whereby the manager and supervisor project a client first focus for their reps.

• Post‑Secondary degree – business/management area preferred.
• CUW – Canadian Securities Course (preferred).
• 5 years' experience in service and operations within the financial services sector within IIROC/MFDA.
• 5+ years of service leadership experience.
• Knowledge of performance evaluation and customer service metrics.
• Excellent organizational and leadership skills with the ability to effectively problem…