[ref. s11317701] Back Office Supervisor - Wealth Management and Financial Services

Position Description:

Role Summary

Proactively identifying areas for improvement, they will provide active coaching and support to foster continuous team development.

• Oversee the day-to-day operations of the back-office team, ensuring accuracy, efficiency, and alignment with performance standards and service delivery goals.
• Lead the implementation of quality standards across all back-office processes, focusing on accuracy and operational excellence.
• Proactively identify potential risks and issues, conducting root cause analysis (RCA) and driving effective solutions to prevent escalations and ensure smooth operations.
• Collaborate with internal stakeholders and departments to ensure alignment of back-office processes and strategic goals.
• Leverage talent management tools to maximize team potential, including performance plans, coaching, training, evaluations, and corrective actions.
• Monitor, report, and implement strategies to address key operational metrics such as error rates, process accuracy, and service efficiency.
• Focus on knowledge management by identifying areas where training or refreshers are needed, ensuring the team has up-to-date process knowledge.
• Support the team through active coaching, fostering a high-performance culture, and ensuring they have the necessary tools to deliver quality service.
• Drive innovative initiatives to optimize operational performance and improve service delivery.
• Ensure no financial loss or impact as a result of back office operations, maintaining a high level of accuracy in all tasks.
• Ensure adherence to all operational policies, including attendance, punctuality, and professional behavior for both the supervisor and team members.

• Bachelor’s degree (preferred) or undergraduate with relevant experience

• At least 3 years of experience in a back office or operational environment, specifically focused on delivering efficient and effective service support.
• A minimum of 2 years of experience in supporting wealth management, insurance, or financial services clients/accounts.
• A minimum of 2 years of supervisory or team leadership experience, ideally in a high-volume service environment.

• Excellent management and supervisory skills, with the ability to lead and motivate a team toward achieving operational excellence.
• Strong verbal and written communication skills, with the ability to engage effectively with clients, team members, and leadership.
• Deep knowledge of back office procedures, operational best practices, and service delivery standards.
• Organized, with keen attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Ability to resolve operational issues and improve processes while maintaining a professional and solution-oriented approach.
• Strong coaching and mentoring abilities to develop operational staff and ensure high performance.
• Experience with knowledge management, identifying training and refresher needs for continuous improvement of team capabilities.
• Experience in process updates, creation, and ensuring that procedures align with evolving business needs and compliance standards.
• Proficiency in analyzing performance metrics, reporting on operational performance, and driving data-driven decision-making.
• Experience in conducting root cause analysis (RCA) and driving corrective actions to prevent issues from recurring.

• Schedule Adherence: Complies with assigned shift schedules (including but not limited to start time, end time, and breaks/lunch); complies with rest day schedules; adheres to leave filing policies outlined by the engagement/company.
• Quality Compliance: Follows all quality standards and ensures that deficiencies are corrected promptly for activities in their function.
• Teamwork and Communications: Actively participates in required meetings, whether engagement-related or company-related; acts as a backup for teammates and addresses excessive transaction queues caused by absenteeism.
• A collaborative team player with the ability to engage cross-functionally to resolve issues and implement process improvements.
• Capable of working under pressure and adapting to a fast-paced environment.
• Flexible with the ability to adapt to changing business needs and priorities.
• Proactive, with a strong focus on operational efficiency and continuous improvement to prevent escalations.
• Receptive to feedback and willing to continuously improve.

What you can expect from us:

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 team—one of the largest IT and business consulting services firms in the world.