Description

 

 

 

Division:  IG Wealth Management Operations & Enterprise Contact Centre

Location:  Winnipeg

 

IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments. 

 

Founded in 1926, IG Wealth Management is a key part of IGM’s business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.  

 

With a vision to inspire financial confidence, IG Wealth Management is recognized as one of Manitoba’s Top Employers, Canada’s Top 100 Employers, and Best Diversity Employers, aiming to innovate the industry and support Canadians in achieving their financial goals. 

 

Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three days a week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable; we foster clarity and are empowered to act responsibly. Be a team; we are united to drive collective impact to achieve our goals. 

 

DEPARTMENT SUMMARY:
The Client Relations department delivers critical front-line support to Advisors, Clients, Assistants, Specialists and other internal partners on business matters and products for multiple lines of business and across multiple service platforms.


POSITION SUMMARY: 
The Client Relations department is a critical business function and enabler of strategic transformation initiatives impacting IG and MI. As a central resource for Advisors, Clients and internal business partners, Client Relations provides support for new product launches, technologies and processes that are key to the success of transformation. The Contact Centre has embarked on an optimization program that will modernize and digitize contact handling. The Senior Manager, Client Relations is responsible for all aspects of the Contact Centre business area(s) including coaching and development, continuous improvement, sharing insights and employee onboarding. The Senior Manager is responsible for the daily operations and is knowledgeable in the business areas servicing, products and platforms so that resources are managed efficiently and effectively. The Senior Manager proactively manages divisional goals and planning to align with the strategic objectives of the Corporation. Quality, productivity and standards must continuously evolve and improve, and all must be handled in a cost-effective manner, while improving the ease of doing business for clients.

 

DUTIES INCLUDE:

  • Change Management – participate in the development of change management plans for Client Relations using establishes methods (ADKAR) to socialize the change story. Develop, motivate, mentor and provide leadership for the team through the change management process.
  • Enabling transformation and modernization as part of the Contact Centre journey to support frontlines and clients as they go through this transformation.
  • Adoption – Support adoption with Advisors and front lines to drive technology optimization through engagement opportunities.
  • Coaching of team members by enabling coaching practices around behaviors and mindset to help them achieve their very best while allowing them to learn and grow
  • Leading new technologies and supporting the team through training, coaching and engagement strategies and methodologies to create an engaged and empowered workforce.
  • Connecting data and insights to drive continuous Improvement by listening to clients and employees to continuously improve business processes and creates an environment for richer human experiences while actively seeking out and providing insights to support corporate strategies
  • Collaborating closely with clients and partners across IG Wealth Management and Mackenzie to achieve departmental and divisional goals 
  • Onboarding of new team members including recruitment, interviewing and selection of the best in industry talent
  • Providing strong leadership and decision-making capabilities to effectively lead your team to their developmental goals with a high degree of emotional intelligence
  • Constantly adapting to new priorities by remaining nimble and agile in a fast-paced work environment
  • Developing and monitoring of department goals, priorities and plans by holding yourself and employees accountable for results in key performance areas
  • Creating effortless experiences by ensuing the client is at the heart of everything we do and eliminating barriers for the client and your team. Required to stay current on a broad spectrum of knowledge for various products and services.

​​​​​​​
QUALIFICATIONS:

  • Client Contact Centre Experience and Knowledge: At least 5 years’ experience with demonstrated leadership success in a fast paced, Contact Centre. A passion for creating and delivering outstanding client experiences.
  • Leadership: Knowledge and experience of performance management, employee development, coaching as well as team building and employee engagement. Proven experience of managing teams through change.
  • Relationship Management: Ability to establish and maintain strong working relationships with clients and business partners across the Company and within the industry.
  • Results Oriented: Detail oriented with the ability to delegate and meet strict deadlines and the ability to set high goals and standards for the team and yourself.
  • Critical /Strategic Thinker: Ability to think and act strategically in a dynamic environment while anticipating future trends in service, technology and training.  An innovative mindset with creative approaches to problems.
  • Communications: Excellent written and oral communication and an ability to interact across levels
  • Planning and Organization: Ability to plan, analyze data, coordinate and execute multiple initiatives and projects simultaneously
  • Education/skills: Post-secondary degree in Business Administration and/or related field. Industry related courses such as CSC, IFC.  Proficient in Microsoft Office.
  • Knowledge or experience in financial services, capital markets or mutual fund industry would be an asset.

 

 

The expected annual base salary range for this role is 82,000- 102,000, which is determined based on skills, knowledge and experience and geographic location. In addition to base salary, this role is eligible for annual short-term incentive, health and well-being benefits, retirement and savings plan, paid time off and career development.

 

Benefits:  

  • COMPETITIVE COMPENSATION & RECOGNITION: competitive base salary, performance-weighted bonus, education/career support, option to join Employee Share Purchase Plan with employer matching component. 

  • EMPLOYEE BENEFITS & INSURANCE: competitive health and dental coverage, flexible plan for you and your family and short-term & long-term disability plans.

  • RETIREMENT SAVINGS PROGRAMS: voluntary Defined Contribution Pension Plan 

  • WORK LIFE BALANCE: paid volunteer days, competitive time off, including 10 wellness days off, WorkPerks discount program, hybrid & flex work arrangements. 

  • INCLUSIVE CULTURE AND DIVERSITY: living our core values: Be a Team, Be Accountable, Be Better, engaging with community through Business Resource Groups (BRG communities are volunteer employee-led groups formed around a common interest, identity, or background).  

IGM is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas. 

 

IG is an accessible employer committed to providing a barrier- free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.    

 

How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to https://www.ig.ca/en/careers

 

Artificial Intelligence in Recruitment: As part of our Talent Acquisition process, we may use artificial intelligence and automated tools to support activities such as candidate sourcing, application review, and interview scheduling. These tools support the recruitment process; all hiring decisions are made by people. 

 

We thank all applicants for their interest in IG Wealth Management; however, only those candidates selected for an interview will be contacted.   

 

Please apply before May 17 2026.

 

#LI-KN1

#LI-Hybrid