With a history of three decades supporting Canadians, Invesco operates in Canada
under the Trimark, Invesco and PowerShares product brands. Invesco Ltd. is a leading
independent global investment manager, dedicated to helping investors worldwide
achieve their financial objectives. By delivering the combined power of our distinctive
investment management capabilities, Invesco provides a wide range of investment
strategies and vehicles to our retail, institutional and high-net-worth clients
around the world. Operating in more than 20 countries, the company is listed on
the New York Stock Exchange under the symbol IVZ. Additional information is available
Invesco Ltd. is a leading independent global investment management firm, dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, Invesco provides a wide range of investment strategies and vehicles to our clients around the world. Operating in more than 20 countries, the firm is listed on the New York Stock Exchange under the symbol IVZ.
Job Purpose (Job Summary):
Client Administration has an outstanding career opportunity for a Quality Assurance Specialist in Client Administration.
The team will act as consultants to assigned Client Admin teams with the goal of continuously raising the bar in service and accuracy excellence. The team is responsible for coaching to enhance performance and providing support for all call and correspondence quality initiatives.
Key Responsibilities / Duties: Responsible for the ongoing improvement of transaction processing and call quality performance of Administrators on the Client Administration team and to increase customer satisfaction and loyalty through coaching and call monitoring
Evaluate and score calls/correspondence using the Invesco call/correspondence Quality standards
Conduct formal one on one coaching sessions and demonstrate effective coaching techniques. Coaching to include but not limited to call and correspondence audits as well as technical coaching
Create action plans for the developmental needs of the Administrators in order to enhance service excellence
Communicate positive and constructive feedback in an honest and timely manner
Identify performance gaps by providing specific feedback and reporting to Supervisors and Managers using audit information obtained from call, correspondence and transaction monitoring data
Participate in and administer regular call calibration meetings with QAS and supervisors to promote awareness and consistency for all call quality standards and processes
Participate in and administer regular transaction calibration meetings with QAS and supervisors to promote awareness and consistency for all transaction quality standards and processes
Work closely with department Supervisors to provide and/or coordinate training solutions to enhance the performance of their assigned team based on identified knowledge gaps
Enter all monthly call audits using the QFiniti performance system in a timely manner
Responsible for audit administrations including identifying and assigning call and correspondence audits as well as ensuring that they are all entered into QFiniti
Provide expertise and involvement in special projects and department campaigns as required
Act as a reserve administrator as required (e.g. during RSP season)
Ensuring all audits are entered into the database for the purpose of calculation Incentive Metrics
Responsible for late shift support as required
Responsible for supporting the CA Questions Box as required
Participate in daily workflow administration as required
Responsible for reviewing the weekly coaching log to determine if errors have been correctly attributed and to identify potential coaching opportunities
Provide policy and procedure updates when discrepancies are identified
Mentoring and cross training of task when required
Work within the queue an hour per day unless otherwise directed to remain current on task requirements.
Work Experience / Knowledge: Minimum 3 years' experience in a Client Administration type function
Completion or enrollment in IFIC, CSC or other industry related courses would be an asset
Excellent knowledge of Invesco's transaction processing standards and business policies & procedures
Previous coaching experience, an asset
Bilingualism, an asset
Skills / Other Personal Attributes Required: Excellent communication skills (written and oral)
Strong attention to detail
Strong customer service skills
Ability to make effective decisions
Ability to provide constructive feedback
Effective organizational skills
Formal Education: (minimum requirement to perform job duties) Post-Secondary education, preferredThe above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at firstname.lastname@example.org or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.
Industry: Financial Services and Banking
Job Function: Administrative and Clerical