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Centralized Manager, Client Service

Toronto, ON
Full Time
Company Overview

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Department Overview
TD Wealth Private Investment Advice (PIA) is a premier full-service brokerage and investment management business with an unwavering focus on becoming the leading, most respected Wealth Management Advisory business in Canada, fulfilling the comprehensive needs of mass affluent and high net worth clients with world-class advice and legendary client experiences.

The Field Representation and Service Transformation (FRST) team within PIA National Office is looking for highly motivated, results-driven individuals to join our team. As a Centralized Manager, Client Service (CMCS) you will lead and coach 10 Centralized Client Service Associates (CCSAs) who provide phone-based and digital support to Investment Advisors. Our goal is to provide best in class support to Investment Advisors and their clients across Canada. Through proactive support and operational excellence, the team continually adds value to Investment Advisors' practices by allowing them to focus on building client relationships and growing our business.

Job Description
The Centralized Manager, Client Service (CMCS) is responsible for leading service delivery, motivating and developing a team of Centralized Client Service Associates dedicated to supporting Investment Advisors across the country. Reporting to the AVP Sales Support , the CMCS contributes to the achievement of business goals through effective coaching, management and teamwork. The CMCS is also accountable for all aspects of people management including recruitment, training, career development and performance management. The ability to set and achieve goals with complete ownership of performance and results is key to success in this role.
The CMCS will communicate regularly with and gain feedback from the Investment Advisors, field MCSs and BMs. Using strong communication, active listening and problem-solving skills, the CMCS will work with his/her peers to identify and make recommendations for business/process improvements while collaborating with various business partners across multiple locations. They also monitor and report on service levels, initiating plans for improvement as required. Finally, the CMCS identifies and resolves complex or sensitive service issues in addition to acting as the escalation point for IAs/field MCSs/BMs with serious service issues/concerns.

Specific Responsibilities:
  • Lead, coach and model exceptional service delivery at every interaction
  • Oversee the day to day activities of the team, leading and coaching the team on strategies to improve the overall service delivery experience
  • Coordinate the sharing of information, skills and knowledge among team members
  • Provide regular feedback to CCSAs through quality coaching sessions
  • Contribute to Team FRST objectives for timely and accurate, error free Operational Excellence
  • Ensure necessary due diligence is taken to support the accuracy of all client transactions
  • Resolve escalated issues, ensuring the interests of the firm, shareholder and client are considered
  • Ensure all work meets with audit, regulatory and business guidelines
  • Conduct the review of various different reports and communicating any trends and/or concerns to the management team
  • Contribute to a respectful work environment for all employees through focusing on the employee experience and actively managing performance/behaviour issues in a timely and respectful manner
  • Lead and apply the performance management process, supporting employees in their career and performance development
  • Lead/support initiatives and projects that strengthen the service culture within the organization
  • Investigate and implement service improvements, and be a change leader
  • Build and maintain strong working relationships with the IAs and field BMs and MCSs
  • Professionally represent PIA National Office in all interactions

  • Previous supervisory or management experience
  • Proven client service, leadership and business planning skills
  • Must be able to work well independently and as a part of a larger management team
  • Possess strong judgment and problem-solving skills
  • Excellent oral, written, interpersonal and relationship building skills
  • Use impact and influence skills to guide others to a desired conclusion and have the ability to hold them accountable
  • The ability to change direction quickly and effectively is essential
  • Flexibility and change leadership skills are required
  • Proven organizational, multitasking and time-management skills are required
  • A solid understanding of operations, LEI and the Sales and Client Engagement Model is critical to coaching success
  • Knowledge of PIA products, systems, and procedures
  • Strong organizational awareness
  • Understanding of Private Investment Advice business; securities industry regulations, procedures and legal framework
  • Additional Language skill is an asset (e.g. French, Cantonese, Mandarin)
  • IIROC licensing (IR/RR/Supervisor) is an asset



At TD, we are committed to fostering 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 our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
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