Purpose of Job

The Manager’s primary focus is to coach a team of Customer Service Representatives (CSRs) and CIRO licensed Investment Representatives (IRs), ensuring customer focus, high performance, and goal attainment. They provide guidance on product knowledge, customer service behaviors, processes, policies, and system functionality.

Major Accountabilities

1. Leadership and coaching to motivate and develop individual CSRs/IRs performance
   • Set and track annual performance objectives aligned with business plans.
   • Conduct performance reviews and one‑on‑one discussions; sign‑off by Senior Manager or Director.
   • Follow Management Disciplines: ongoing coaching, call observations, skill building, and development opportunities.
   • Schedule regular one‑on‑one coaching to recognize success, overcome obstacles, and set focus.
   • Ensure floor visibility to foster a positive team environment and high engagement...