Manager, Dealer Support

Sector: IA Dealer Services Location: Vancouver/Vancouver Island would be preferred but open to candidates across Canada; Working Environment: Hybrid - Would need to go in office for key moments Status: Permanent

Are you a skilled leader with a passion for driving operational excellence and delivering exceptional client service? We are looking for a Manager, Dealer Support to join our Dealer Services Operation Team. In this role you would be responsible for leading the day-to-day administrative operations, managing a dedicated team and drive excellence in business administration, dealer support and financial management.

What Will I Be Doing:

Team Management 

• Departmental Managerial responsibilities including resource allocation, recruitment, performance reviews, recommendation for salary increases, promotions, transfers, and terminations.

• Provide proactive leadership through training, formal and informal performance reviews, feedback, and coaching to ensure compliance, delivery standards, and excellent customer service.

• Ensure that the vision and strategic objectives are aligned with employee and team objectives.

Administration/Client Relations

• Act as a liaison between our clients, Compliance, Dealers, Sales, and Complaints Officer to swiftly resolve requests and bridge any discrepancies

• Ensure strict adherence to provincial and national regulations while providing solutions to meet nonstandard requests

• Foster collaboration with internal and national teams, including IT, to address production issues and drive enhancement projects

• Handle complex client and sales requests and effectively manage escalations to achieve swift and satisfactory resolutions

• Cultivate positive and productive relationships with a diverse range of stakeholders, including clients, sales, financial institutions, and car dealerships, to drive mutually beneficial business outcomes

Financial Management

• Manage/oversee such financial functions such as reconciliation, accounts receivable and special payment activities

• Oversee the annual tax income activities such as the issuance of T4s

Business Process Management

• Act as the representative for the Dealer Support portfolio in cross-functional committees and working groups, taking charge of Net Promoter Score (NPS) action planning, Operational Efficiency/IT enhancement projects, annual compliance/regulatory filings, and initiatives such as Fair Treatment of Customers

• Drive the maintenance and establishment of business processes, with accountability for achieving service standards, and oversee the reporting of all service standards

• Manage the ongoing operation of quality audits, identifying areas needing improvement and initiating necessary enhancements

Continuous Improvement

• Lead and oversee the DMS to ensure that it remains current, relevant and actionable in line with business needs

• Develop and monitor team KPIs to drive performance and achieve strategic objectives

• Actively engage and collaborate with the team to contribute to the continual development and maintenance of efficient processes

• Strive for Continuous Improvement to support operational efficiency initiatives, fostering a culture of innovation and excellence within the organization

What We Are Looking For:

• Minimum 5 Years in a supervisory/management capacity

• Capacity to thrive under pressure with the ability to work in a fast-paced, market-driven environment, juggling multiple initiatives, re-establishing priorities on a continuous basis.

• Excellent team building, coaching, negotiation, facilitation, and personnel management skills.

• Strong analytical and interpretive skills to recognize and comprehend complex issues, policies, regulatory requirements.

• Strong Business and change management acumen

What Would be an Asset but Not Required:

• Post Secondary or Community College Diploma or an Undergraduate university degree

• Bilingual proficiency (English/French)

• A strong understanding of the LEAN framework

What iA Financial Offers:

• A competitive compensation plan that also includes an annual bonus for all permanent employees

• We value and encourage our employees to have a good work life balance and so on top of vacation we offer Personal Leave Days

• To encourage an active and healthy lifestyle, we have a generous Wellness plan that covers physical activity and wellness expenses.

• A medical and dental plan for our employees and their dependents as well as a Health Spending Account to cover costs not covered by our plan

• A Defined Benefit Pension plan to take care of you in retirement.

• A home office equipment program to ensure that you have the best working environment.

• Participation in our Share Purchase Plan with matching contributions from iA

• Your development and continuous improvement are important to us! We offer an Education Assistance Program to ensure you have the tools and knowledge to grow your career here at iA.

Compensation

The typical hiring range for this position is from $90,000 to $101,000 annually; the base pay offered may vary depending on skills, job-related knowledge, experience, and internal equity. All permanent employees of iA are also entitled to an annual bonus.

At iA, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.