Description

 

 

Division:  Wealth Mgmt Ops & Contact Centres

Location: Montreal
 

IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $271 billion in assets. 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 Consultants, 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. In addition, the Contact Centre is embarking on an optimization program that will modernize and digitize contact handling. The Manager, Client Relations is responsible for providing direction and coaching to team members while ensuring productivity and quality targets are met. The Manager is responsible for the daily operations of the business unit and is knowledgeable in the unit’s functions so that the resources are managed efficiently and effectively. The Manager is responsible for additional management and representation on Corporate Contact Centre and Client Relations projects and initiatives. The Manager is also responsible for recruiting the best talent in the industry and employee onboarding.

 

Duties Include:

  • Change Management – develop, motivate, mentor and provide leadership for the team through the change management process.

  • Coaching to enable growth and engagement of team members and enabling practices around behaviors and mindsets to help them achieve their very best while allowing them to learn and grow.

  • Onboarding of new talent including recruitment, interviewing, and selection to support business volumes and strategies.

  • Providing strong leadership and decision-making capabilities to effectively lead your team to their developmental goals with a high degree of emotional intelligence.

  • Enabling transformation and modernization as part of the Contact Centre journey to support frontlines and clients as they go through this transformation.

  • Builds commitments of quality by monitoring phone and email contacts to ensure a reliable, consistent, and transparent service is demonstrated.

  • Drives continuous improvement resulting from complex/sensitive issues, proactive/critical thinking, ideation and action-oriented skills.

  • Simplify business processes by assisting and managing process improvement initiatives within Client Relations.

  • Builds collaborative partnerships, creates synergies and provides project representation within CSO, other corporate divisions and internal/external clients.

  • 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 technologies and knowledge for various products and services.

  • Constantly adapting to new priorities by remaining nimble and agile in a fast-paced work environment

 

Qualifications:

  • Contact Centre Experience and Knowledge: Minimum 5 years in a Contact Centre environment, including 2 years of formal leadership.

  • Education: Post-secondary degree or diploma in business or a relevant field (Commerce, Business Administration)

  • Inter-personal skills: Ability to adapt to a variety of personalities and mindsets and exercise emotional intelligence to build relationships. High requirement for relationship management skills and ability to lead virtually/work from home and across locations.

  • Organization: Demonstrated organizational skills with the ability to manage multiple priorities

  • Critical/Strategic Thinking: Strong analytical, problem solving and decision-making skills

  • Skills: Strong PC skills and practical experience with Microsoft Office Suite

  • Communication: Exceptional oral and written communication skills and ability to communicate on our various values

  • Bilingual (English & French) is required.

Knowledge of French and English is required to support clients and Team members within and/ or outside the province of Quebec.  

 

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

 

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 December 10, 2025.

 

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