Supervisor, Trading, QTrade Contact Center - Toronto - Aviso Wealth Inc

Description

Aviso:

At Aviso, we are dedicated to improving the financial well‑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

The Opportunity

We're looking for a Supervisor Trading to join our Qtrade Direct Investing team. Reporting to the Senior Manager, Client Solutions, the Supervisor Trading is responsible for leading the Qtrade Investment Representatives (IR), ensuring delivery of customer service excellence. This includes conducting quality service and trade accuracy reviews, coaching and developing your team of IRs, identifying training and development opportunities, career growth opportunities and ensuring recognition and motivation of your team. We look for servant leaders, who understand being responsible for both employee experience and our exceptional investor experience. You will work alongside other Qtrade Managers and Supervisors to ensure the Qtrade team is aligned on goals and deliverables. This is a critical role in helping Qtrade maintain, and improve, our reputation for great customer service.

Who you are

• Service – You put your clients' needs first. You advocate service excellence, work to deliver client‑centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner.
• Execution – You are committed to achieving your goals and to succeeding. This includes focusing on "getting things done", recognizing and taking advantage of opportunities as they arise, continuously improving, taking accountability for your actions and learning from mistakes.
• Collaboration – You work collaboratively with others with the common goal of driving positive results. You proactively encourage collaboration, build trust, inclusion and establish effective relationships both inside and outside the organization.
• Leadership – You lead your team, provide regular direction, guidance, coaching and motivation, and help them overcome obstacles. You delegate and deliver feedback based on an in‑depth understanding of each team member.

What your day looks like

• Cultivate a team of customer service experience Investment Representative superstars.
• Help ensure people know the importance of their roles and how that effort is measured and supports organizational goals.
• Fail fast and learn even faster.
• Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI's, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback.
• Champion a continuous‑improvement service philosophy, setting the standard for world‑class customer service and challenging your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results.
• Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better.
• Work with Trade Control to reach out to clients who encounter issues or who are escalated.
• Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base.

Your experience and skills

• Post‑secondary education preferred with an emphasis in business or economics, or an equivalent combination of education and experience.
• Completion of the Canadian Securities (CSC), Conduct and Practices Handbook (CPH) and Options Licensing Course & Derivatives Fundamentals Course (DFOL) is required.
• Completion of the Investment Dealer Supervisors Course (IDSC), Options Supervisor Course within 12 months of hire is required.
• Registered as a Supervisor or Options Supervisor is highly desirable.
• Completion of the Professional Development and Compliance Requirements of each IIROC education cycle.
• 3+ years of high‑performing experience as an Investment Representative/frontline trade contact centre role.
• Ideally 2 years of experience as a supervisor.
• Strong market knowledge including trading systems, order management, corporate actions.
• Coaching and people‑management skills to get the best out of your team.
• Excellent customer‑service skills and contact‑centre best practices.
• Large focus and ability to use metrics to strengthen the voice of our clients.
• Fluent communication skills in English required; bilingual French skills an asset.

Why Aviso?

• Competitive compensation package that rewards and recognizes individual contributions.
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees.
• Generous vacation time, fitness benefit, parental leave top‑up options.
• Matching contributions to our retirement program.
• Commitment to continuous improvement of our staff through learning & development and an education assistance program.
• Regular social events to foster teamwork.

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals, including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

Salary

This position is posted with an expected salary range of $83,000 - $95,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.