Service Assurance Specialist (Term)

POSITION SUMMARY

The Service Assurance Specialist role will provide day to day support in the resolution of all Service Recoveries. Service recoveries can be related to specific products, technical systems, tax related implications and regulatory obligations.

Functions include : data analysis and manipulation, writing communications related to service recoveries, taking meeting notes, quality checking data-based activities, validating communications and templates and various operational projects.

Create, maintain, and update policies, procedures, communications, news and content on internal intranet sites. Preparation and reconciliation of monthly service recovery performance reports and tax reports.

Recovery efforts require coordination within Client Services Operations, IS teams and other business units including Product, AFP, Corporate Tax, Distribution, Legal and Compliance.

Areas of expertise may include but are not limited to any combination of the following : RSP, RIF, TFSA, Estates, Segregated Funds, IG Legacy Products, Mortgage, Nominee, IIROC, Banking & Insurance.

Ensure recovery strategies are in line with product intricacies, operational controls, regulatory, compliance and legal obligations and tax guidelines.

Responsible for the review of all communications to ensure that any reputational risk is protected, and regulatory obligations are met.

THIS POSITION IS PAN-IGM AND SUPPORTS BOTH IG WEALTH MANAGEMENT AND MACKENZIE INVESTMENTS

DUTIES INCLUDE :

Participating and supporting the Service Recovery effort which includes coordination activities, determining key stakeholders required to participate in Service Recovery meetings / decisions, meeting coordination, data gathering and analysis, supporting Service Recovery notifications, creating and finalizing communication templates in coordination with LCCS, supporting communication campaigns, root cause analysis and controls, Sierra communications or corporate communications, coordinating account adjustments / credits / A$M payments with other CSO / CS business units

Contributing to recovery strategies resulting from service failures. Scope includes statement issues / changes, confirmations, new product launches or regulatory changes.

Assessing the impact on our business and determining the best approach for recovery and ongoing controls while understanding system functionality and limitations.

Contributing to the holistic assessment of risks associated with service recovery issues including products and services, procedures, controls, system limitations and tax consequences.

Contributing to action plans that are developed to address potential risk areas.

Research and respond to technical and operational inquiries from internal and external parties including Product, AFP, Corporate Tax, Distribution / Consultants and Compliance.

Working with Senior Management, teams and internal partners on a regular basis to ensure technical, data requirements are met while having an in-depth understanding of policy / procedures, tax, compliance and regulations.

QUALIFICATIONS :

Minimum 4 to 7 years of experience within a client service / business operations environment. Experience needs to span across multiple platforms and product lines and include both business and systems expertise.

Strong problem solving / analytical skills.

Proficient in Microsoft Office Suite (primarily in MS Excel and Word, MS Access exposure would be ideal).

Strong customer service orientation with excellent interpersonal and communication skills, both written and verbal. Ability to communicate with all levels of management.

Exceptional organizational and time management skills. Ability to deliver under tight time constraints.

Strong relationship management skills and the ability to develop partnerships with key business partners. Strong initiative and ability to think outside the box to develop innovative solutions.

Post-secondary degree / diploma in a relevant business discipline.