Project Leader, Quality Management

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so. 

We are currently seeking an individual to join our Client Experience team in the role of Quality Management Project Leader. In this role, the successful candidate will be responsible for leading issue response / resolution when operational errors are identified, to ensure complete, accurate and timely resolution and remediation of client accounts. In addition, the Project Leader, in collaboration with internal partners, will analyze operational issues to identify and drive opportunities to improve operational quality, efficiency, and customer experience.

WHAT YOU WILL DO 

Quality Issues Management:

• Responsible for intake, triage, investigation, and assessment of operational incidents / issues 
• Lead a cross-functional team through the issue resolution process including problem definition / containment, and account remediation activities; ensuring timely resolution based on priority and impact 
• Plan, develop, and execute written communication for internal and external stakeholders throughout the issue life cycle
• Develop and maintain relevant project and procedural documentation, as required
• Support continuous improvement of issues management processes
• Assist with gathering, analyzing, and interpreting data and preparing reports for distribution to internal partners and management teams

 Quality / Process Improvement:

• Analyze operational issues and determine corrective actions needed to improve the quality of processes / output and prevent recurrence of issues
• Work closely with the Client Experience team and business partners internally to identify, evaluate, and prioritize process improvement opportunities
• Plan and lead collaborative, cross-functional process improvement projects 
• In leading improvement projects: 
  • Gather data, map, and analyze business processes 
  • Lead / conduct root cause analysis 
  • Facilitate future process design and support implementation / transition to business owners 
  • Communicate project status and issues to stakeholders 
  • Support the development of process / quality measurement standards

WHAT YOU WILL BRING 

• 3-5 years of financial services industry experience
• Previous experience managing projects and / or process improvement initiatives
• Working towards or completion of PMP and Six Sigma Certification 
• Completion of post-secondary education (Commerce, Finance or Business Administration programs considered an asset)   
• Exceptional written and verbal communication skills
• Strong listening, facilitation, and project leadership skills with the ability to effectively lead group discussions, influence others, and drive decisions
• Strong analytical ability, data literacy, and problem-solving skills
• Ability to collaborate with key stakeholders and thrive in a fast-paced environment
• Ability to handle multiple projects while making decisions about key priorities 
• Solid understanding of the industry and investment / wealth management products, services, and operations
• Strong team player with a commitment to continuous improvement 

CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice.   Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential.  Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI. 

A Supportive Environment for Success

We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.

WHAT WE OFFER 

• Modern HQ location within walking distance from Union Station
• Training Reimbursement
• Paid Professional Designations
• Employee Savings Plan (ESP)
• Corporate Discount Program
• Enhanced group benefits
• Parental Leave Top–up program
• Paid time off for Volunteering 

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at [email protected], or call 416-364-1145 ext. 4747.