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Mackenzie Investments Senior Specialist in Toronto, Ontario

IGM Financial Inc. is one of Canada's premier financial services companies, and one of the country's largest managers and distributors of investment funds and other managed asset products, with over $180 billion in total assets under management as of November 30, 2020. Its activities are carried out principally through Investors Group Inc., Mackenzie Financial Corporation and Investment Planning Counsel Inc.

We are focused on the long-term strength and stability of our companies and recognize these as core responsibilities to our clients and shareholders as we adapt and lead in an ever-changing world.

Why should you join the IGM family?

  • Be part of a winning culture!

  • Your opportunity to develop and work with smart, highly capable leaders who are passionate and innovative

  • A genuine commitment to diversity and inclusion, through public goals, a variety of external partnerships/employee groups and an inclusive environment

  • A fulfilling employee experience – we offer competitive terms, a collaborative/respectful way of working and connect strongly with our community

About Client Solutions

The Client Solutions department is dedicated to building trust with every client request through a strategic approach of providing consistent and reliable service experiences through operational excellence and discipline. The department is responsible for both the day-to-day servicing of client requests as well as the integration of new products and changing regulatory requirements. Client Solutions focuses on continuous improvement and strives to build an environment where employees are empowered to take innovative approaches to their work and are provided opportunities to grow.

The Opportunity

The Client Solutions department at Mackenzie is looking for a challenge-seeking, driven self-starter to join our leadership team as a Senior Specialist. Reporting to the Senior Manager, Business Improvement, the successful candidate will assume ownership of the Client Solutions quality program and support the business through continuous improvement initiatives.

The Senior Specialist is responsible for improving the client experience through the department quality program and contributes to driving department results around accuracy and efficiency. The successful candidate will make an impact by effectively analyzing data to understand untapped areas of opportunity, preparing compelling data-based reports, and making recommendations to senior leadership that influence the direction of department initiatives. The Senior Specialist also works collaboratively with other team members on common initiatives such as training and onboarding and will be an active participant on other departmental initiatives.

As a Senior Specialist in Client Solutions, you will have the opportunity to your best work by:

  • Driving department results through Client Solutions Quality Program. Analyzing data to determine trends, opportunities and areas of focus for training & coaching. Deep diving into problem areas to identify root causes. Managing day-to-day responsibilities of the program.

  • Creating and telling a compelling story. Compiling, analyzing and summarizing data in order to make program recommendations to senior leadership. Presenting analysis through concise, clear reports or proposals that influence decision making.

  • Identifying opportunities for improvement and innovation. Always striving for continuous improvement. Finding efficiencies in day-to-day tasks and programs to create capacity for new initiatives.

  • Support leadership in creating effortless experiences for our clients. Apply business knowledge to contribute to business process improvement initiatives within Client Solutions, including providing project representation on departmental, divisional or corporate initiatives.

  • Taking ownership to drive things forward. Working independently with minimal guidance. Taking an idea/task and running with it. Seeing projects and initiatives through to completion/implementation.

To be successful in this role, you have:

  • Client-facing experience: 5 or more years of experience in a diverse client service focused environment. Passion for creating and delivering outstanding customer experiences.

  • Relationship management: Ability to establish and maintain strong collaborative relationships with your teammates, peers, senior leadership and business partners across the company.

  • Strategic thinker: Ability to think, problem solve and make decisions in a fast-pasted dynamic deadline-oriented environment.

  • Analytical skills: Ability to collect, organize, visualize, and assimilate data, to draw conclusions and find solutions that drive department results.

  • Learning mindset: Eagerness to learn and grow professionally.

  • Communication: Excellent written and oral communication and an ability to interact effectively with frontline staff to senior management.

  • Planning and Organization: Ability to plan, coordinate and manage multiple priorities with competing demands. Flexible and adaptable to ongoing change.

  • Proficient in Microsoft Office. Intermediate to advanced knowledge of Excel is an asset. Ex. analyzing and visualizing data, including formulas, pivot tables and charts.

  • Education: Post-secondary degree in Business Administration and/or a related field. Knowledge of the financial services, mutual fund industry, investment products and services, policies and procedures are an asset.

Internal Applicants:

If you are interested in applying for this position please direct applications on-line using the “apply for this job” icon located at the bottom or to the left of the posting. If you would like to refer someone for the position please email the posting using the “email this job” option and have your referral indicate that they were referred by you when completing the application. All resumes should be received by February 9, 2021. If you have any questions regarding this position, please contact Human Resources. Please record your extension number on your resume and cover letter. The job grade level is P6.

External Applicants:

We thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.

Mackenzie Investments offers an exciting and challenging work environment, a competitive base salary, performance-based bonuses, excellent benefits, recognition for your accomplishments, and opportunities for personal and professional growth.

Mackenzie Investments is an equal opportunity employer and is committed to providing employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. Please advise Human Resources if you require an accommodation.

File #21-845

Job Type (EN): Full Time

Job Industry (Choose up to 3 industries) (EN): Financial Services and Banking

Career Level (EN): Experienced

External Company URL:

Post End Date: 2/9/2021