Position Description:
Wealth and Financial Services (WFS) Manager ensures that each touchpoint across the customer journey is engaging, efficient and transformational as summarized below:
• Personalized client journey: Data-driven insights to design and deliver efficient wealth and financial services management by leveraging CGI and non-CGI IAP.
• Transforming/Re-engineering support delivery: Work on driving self-service and AI implementation for basic transactions and experienced human agents for white glove services.
• Blending self-service, human, and machine delivery: Exceed client's expectations through optimized blend of self-service, bot assistance and human agent delivery.
• Listen for customer data signals in real time: Availability of dashboard, reporting tools and analytics as predictive and preventive solutions for better customer experience and improved agent experience
Duties and responsibilities:
• Develop, produce, and maintain relevant documentation and reports for the Wealth management and financial services program.
• Act as a consultant to the delivery teams and business engineering team and share wealth management and financial services insights and best practices as applicable.
• Support the Director, of Service Enablement to develop, articulate, and implement business process improvement initiatives on an ongoing basis.
• Develop and maintain an understanding of customer policies and procedures as relevant to processes.
• Establish and maintain knowledge management and service management processes and tools.
• Collect data for different metrics such as SLA performance, volumes, effort, resource allocations, etc.
• Assist with the implementation of a governance model and provide support/input to Key Performance Indicator (KPI) reports and review meetings.
• Collaborate with service delivery managers and Director and define, improve, and/or implement various quality development and Reporting improvements for the Wealth Management and financial services programs.
• Map the key business processes, and identify inefficiencies and key insights to recommend and implement changes that drive improvement in the wealth management and financial services program.
• Ensure effective capture and use of data to better understand interactions and inform decision-making for process and service improvement.
• Develop, track, and report on KPIs that provide a clear perspective into our operational and project initiative landscapes.
• Establish strong, collaborative, and effective relationships with different stakeholders and teams to support the achievement of the Service Enablement mandate.
• Collaborate with other leaders and teams across the organization to support the achievement of the strategic objectives of the organization.
• Spearhead the creation and improvement of tools to drive efficiency.
• Spearhead the re-engineering of processes and workflow to drive efficiency.
• Maintain processes to ensure project management documentation, reports, and plans are relevant, accurate, and complete.
• Reconcile transactions by comparing and correcting data.
• Maintain database by entering, verifying, and backing up data.
• Recommend actions by analyzing and interpreting data and making comparative analyses.
• Assess the proposed changes in methods and materials.
• Organize and Document collaboration sessions accordingly.
• Will be responsible for managing the following report. Transformation project tracker Roadshow tracker Automation tracker
Other new reports as deemed necessary
• Ensure documentation and archiving of requirements, agreements, procedure manuals, and other relevant documents.
• Create fact sheets and/or case studies for operational excellence.
• Communicate developments and issues across the team.
• Work on special projects as assigned.
Required qualifications to be successful in this role
• Minimum of 2 years in wealth management or financial service operations as a Manager or Senior Manager with experience with front office advisor support, back office – account management process, investment fund records keeping, funds and portfolio accounting, financial statement and corporate actions, mid office – order management & trade support, investment accounting, performance and risk assessment, reporting and billing)
• Minimum of 1 year in project management
• Minimum of 1 year in any of the following: Digital transformation (operating model transformation or new operating model implementation) Digital solutions (digitalizing legacy processes revisiting client experience and reducing cost) SMART technologies (self-monitoring, analysis and reporting technology i.e. artificial intelligence, machine learning and big data analysis)
• College graduate with degree in Financial management, Marketing, Business Management, Information Technology or any other relative discipline, or equivalent work experience in IT operations
• Advanced communication skills (verbal and written), customer-centric work ethics and aptitude for strategic thinking
• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Access, to share, retrieve, research and present business information
• Strong (internal) stakeholder management skills, ability to create buy in and to manage change
• Experience managing remote direct report or workforce with demonstrated virtual team leadership capabilities
• Proven experience of influencing an organization, across multiple geographies, and influencing other organizations where their support is critical to success
• Able to set and meet strict deadlines, perform under pressure, and deliver innovative results against highly challenging targets
• Ability to work both independently and within multi-disciplined teams
• Willing to be hands-on, get into the details to drive issues to resolution
• Career motivation and willingness to continue to further knowledge and skills