Position Description
Position DescriptionWealth and Financial Services (WFS) Manager ensures that each touchpoint across the customer journey is engaging, efficient and transformational as summarized below:
- Personalized client journey: Data-driven insights to design and deliver efficient wealth and financial services management by leveraging CGI and non-CGI IAP.
- Transforming/Re-engineering support delivery: Work on driving self-service and AI implementation for basic transactions and experienced human agents for white glove services.
- Blending self-service, human, and machine delivery: Exceed client's expectations through optimized blend of self-service, bot assistance and human agent delivery.
- Listen for customer data signals in real time: Availability of dashboard, reporting tools and analytics as predictive and preventive solutions for better customer experience and improved agent experience
Duties and responsibilities
- Develop, produce, and maintain relevant documentation and reports for the Wealth management and financial services program.
- Act as a consultant to the delivery teams and business engineering team and share wealth management and financial services insights and best practices as applicable.
- Support the Director, of Service Enablement to develop, articulate, and implement business process improvement initiatives on an ongoing basis.
- Develop and maintain an understanding of customer policies and procedures as relevant to processes.
- Establish and maintain knowledge management and service management processes and tools.
- Collect data for different metrics such as SLA performance, volumes, effort, resource allocations, etc.
- Assist with the implementation of a governance model and provide support/input to Key Performance Indicator (KPI) reports and review meetings.
- Collaborate with service delivery managers and Director and define, improve, and/or implement various quality development and Reporting improvements for the Wealth Management and financial services programs.
- Map the key business processes, and identify inefficiencies and key insights to recommend and implement changes that drive improvement in the wealth management and financial services program.
- Ensure effective capture and use of data to better understand interactions and inform decision-making for process and service improvement.
- Develop, track, and report on KPIs that provide a clear perspective into our operational and project initiative landscapes.
- Establish strong, collaborative, and effective relationships with different stakeholders and teams to support the achievement of the Service Enablement mandate.
- Collaborate with other leaders and teams across the organization to support the achievement of the strategic objectives of the organization.
- Spearhead the creation and improvement of tools to drive efficiency.
- Spearhead the re-engineering of processes and workflow to drive efficiency.
- Maintain processes to ensure project management documentation, reports, and plans are relevant, accurate, and complete.
- Reconcile transactions by comparing and correcting data.
- Maintain database by entering, verifying, and backing up data.
- Recommend actions by analyzing and interpreting data and making comparative analyses.
- Assess the proposed changes in methods and materials.
- Organize and Document collaboration sessions accordingly.
- Will be responsible for managing the following report. Transformation project tracker Roadshow tracker Automation tracker
Other new reports as deemed necessary
- Ensure documentation and archiving of requirements, agreements, procedure manuals, and other relevant documents.
- Create fact sheets and/or case studies for operational excellence.
- Communicate developments and issues across the team.
- Work on special projects as assigned.
Required Qualifications To Be Successful In This Role
- Minimum of 2 years in wealth management or financial service operations as a Manager or Senior Manager with experience with front office advisor support, back office account management process, investment fund records keeping, funds and portfolio accounting, financial statement and corporate actions, mid office order management & trade support, investment accounting, performance and risk assessment, reporting and billing)
- Minimum of 1 year in project management
- Minimum of 1 year in any of the following: Digital transformation (operating model transformation or new operating model implementation) Digital solutions (digitalizing legacy processes revisiting client experience and reducing cost) SMART technologies (self-monitoring, analysis and reporting technology i.e. artificial intelligence, machine learning and big data analysis)
- College graduate with degree in Financial management, Marketing, Business Management, Information Technology or any other relative discipline, or equivalent work experience in IT operations
- Advanced communication skills (verbal and written), customer-centric work ethics and aptitude for strategic thinking
- Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Access, to share, retrieve, research and present business information
- Strong (internal) stakeholder management skills, ability to create buy in and to manage change
- Experience managing remote direct report or workforce with demonstrated virtual team leadership capabilities
- Proven experience of influencing an organization, across multiple geographies, and influencing other organizations where their support is critical to success
- Able to set and meet strict deadlines, perform under pressure, and deliver innovative results against highly challenging targets
- Ability to work both independently and within multi-disciplined teams
- Willing to be hands-on, get into the details to drive issues to resolution
- Career motivation and willingness to continue to further knowledge and skills
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role
Together, as owners, let's turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.
Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
