Non-Negotiable:

*Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment or banking environments.

*Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.

*College graduate (Bachelor's degree in Finance, Economics, Business Administration, or a relevant discipline is preferred.)

. Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.

. Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.

. Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.

. Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.

Position Description:

Role Summary

The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.

Key Responsibilities

. Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.

. Lead and execute initiatives to improve Contact Centre processes, enhance operational efficiency, and deliver excellent client service experiences.

. Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long-term operational and client-centric goals.

. Ensure strong controls and monitoring mechanisms are in place to proactively identify and mitigate potential financial and reputational risks.

. Leverage data and analytics to gain insights into client interactions, informing service enhancements and decision-making.

. Develop, track, and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met.

. Collaborate closely with internal stakeholders including Client Services, CX, Online Services, Back Office, and other functional teams to resolve issues, align objectives, and maintain a culture of continuous improvement.

. Support the Director, Service Enablement, in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.