Client Experience Team Lead

Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.   

In November 2023, Canada Life acquired IPC.  Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.  

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

Our Pinnacle team is currently growing! We’re seeking a Team Lead, Pinnacle – someone that will be in a hybrid role that incorporates the qualifications of a Client Experience Specialist with the qualities of a leader, coach and analyst. Working with the team and management they resolve problems and ensure an excellent experience to our clients. Integral to the success of this role, the ideal candidate must possess effective leadership qualities, communication skills, empathy, optimism, and strong verbal and written skills.

What You Will Do

• Provide leadership to Client Experience Specialists, as a first point of contact on matters requiring first level escalation, review and ‘on the spot’ training.
• Investigate, research, and facilitate accurate solutions on escalated matters.
• Recognize and contribute to process improvement opportunities intended to benefit the corporate branch with active engagement with management.
• Actively respond, support, and communicate as required with IPC partners on behalf, and in the best interest of Advisors, IPC and clients.
• Review invoicing submissions and expense requests prior to approvals.
• Participates in talent acquisition of new team members, 1:1 discussions in conjunction with management as needed.
• Identify training needs, learning opportunities and knowledge gaps within the team, in addition to validating training completion.
• Support management on reporting and data management as needed.
• Ensures excellence in every interaction to provide a consistent experience for all clients.
• Assist Advisors with in-force paperwork, processing and follow-up when needed.
• Works with leader to coordinate vacation coverage and provide coverage for team members during time off, as needed from time to time.
  
  

What You Will Bring

• Excellent relationship builder with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.
• Ability to leverage technology to enhance client experiences
• Ability to coach, lead and develop team members to perform effectively
• Excellent client service skills with ability to anticipate client needs and provide timely follow up
• Ability to multi-task, prioritize and thrive working in a fast-paced environment
• Minimum of 5 years of experience in an Advisor/Client support role in a Financial Services firm. Alternate comparable experience will be considered.
• Post-secondary diploma or degree in business, finance, economics or other related discipline.
• Completion of or working towards completion of the CSC or IFIC is mandatory to support advisors and clients on the MFDA &/or IIROC platform.
• Completion of or working towards a Life Insurance license would be an asset to support advisors and clients on the Life Insurance platform.
  
  

The base salary for this position is between $51,400 - $ 95,200 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact [email protected].

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.