Wes Hazlitt, Senior Team Leader

My Role

(TEXT FROM SOUND BITE)

"My job title is Senior Team Leader - Invest By Phone. I manage a group of twelve to fifteen investment representatives whose primary focus is helping people chart their life course in the financial world.

"So we look after retirement planning, non registered investments, building emergency funds, and that kind of thing."

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My Job

MY JOB

Title: Senior Team Leader- Invest by Phone
Key Tasks & Responsibilities:
- supervise, coach, and mentor a team of 12 - 15
- draft and send a weekly newsletter
- motivate team to meet quarterly sales targets
- review trades to make sure they're in compliance with company guidelines
- handle escalated, complex calls
Started Job: 2002
Works with:
- a team of 12
- clients
- other Team Leaders
- branch compliance officers
- other staff at the Centre
Reports to: Manager of Investments TOC

Monitoring Calls

Monitoring Calls

I follow up weekly with a random selection of clients that my team has dealt with, to discuss the level of service they experienced.

In my department, all of the calls are taped so that we have a record of what was discussed and what action was taken.

The Centre also monitors calls on an ongoing basis for training purposes and to ensure we're offering consistent service to our clients.

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New Role

New Role

I've been at the centre here for two years, but being a Team Leader is a relatively new role for me. I've been at it for just over a year.

I was an investment representative during my first ten months at the Centre and that has been really helpful for me.

Not only do I understand that the bank expects us to sell things to our clients, but I also know first-hand what my staff experiences on the phones.

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Mentoring

Mentoring

(TEXT FROM SOUND BITE)

"The biggest thing you find with young people is they're like big sponges. We provide them with a lot of training.

"The first inclination of these young exuberant people is, 'I'm going to tell them everything I know; I know so much. I'm going to educate these people'. Well they didn't come here for an education.

"So my mentoring is 'slow down'. Listen to what the client's saying; listen to what they're not saying."

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Where I Work

Where I Work

Royal Direct Contact Centre, located in the south end of Winnipeg, is one of four client contact centres for Royal Bank with other locations in Moncton, Mississauga and Montreal.

The centre takes calls regarding general inquiries, bank services and financial planning on a twenty-four hour basis from clients across Canada and the US.

Along with promoting investment options, the Invest by Phone team helps clients with short and long term financial planning.

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Doubled Responsibility

Doubled Responsibility

When another Team Leader is away my responsibilities can double. Not only do I have my own team to respond to, I need to respond to theirs as well.

I'm also responsible for the shifts that overlap during my time period. There's branch compliance, my regularly scheduled activities, and lots of questions to answer.

On those days, I go home and go, 'Whew! I wonder where the day went.'

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About Me

ABOUT ME

Background
- born in Winnipeg, grew up in Manitoba
- enjoyed water skiing, bike riding, basketball, field events and wheelchair sports as a child
- married with two sons
- has a dog named Roxie
- lived in La Salle for 13 years
- recently moved back to Winnipeg

Interests/Activities
- renovating my house
- walking and playing with Roxie
- going for coffee
- going to the cottage with my family
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Family in Manitoba

Family in Manitoba

(TEXT FROM SOUND BITE)

"Manitoba is a place that's hard to leave, 'cause I have roots here. My wife came from Saskatchewan. We met here in Winnipeg and she moved here when we got married. And it's been our home for our family for thirty years, I guess."

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Lifestyle Change

Lifestyle Change

I had polio as a child and have developed Post Polio Syndrome as an adult. My biggest challenges are joint pain, progressive muscle weakness and fatigue brought on by stress.

We had to downsize our life a bit so that I can conserve my energy and pace myself. We recently sold our house in La Salle and bought a house in Winnipeg so I could cut down on travel time and yard work.

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Predictable Weather

Predicable Weather

I enjoy the variety of seasons. You have a pretty good idea that it's going to be cold in the winter and warm in the summertime. There are benefits to each season and I appreciate the annual routine.

It's different in other places. I've been to Calgary, where you can go to work in short sleeves and need a parka by the time you're going home.

Our weather is a bit more predictable, as strange as that may sound.

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Good Place To Live

Good Place To Live

I've travelled to a lot of different places across Canada, and I've been to New Zealand and England.

Apart from the mosquitoes and construction, Manitoba is a pretty good place to live.

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Evening Ritual

Evening Ritual

My wife would say my hobby is going to Tim Horton's with my dog Roxie. I have a scooter I use and Roxie walks along side of me.

She waits patiently outside while I get my coffee and snacks. She usually gets a glass of water and a treat, which she loves.

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My Day

MY DAY

9:50 am: Arrive, check voice mail and email
10:00 am: Complete paperwork re: employees' weekly absences
10:15 am: Review sales targets
10:30 am: Coach staff member one-to-one
11:30 am: Develop material for PowerPoint presentation explaining Invest by Phone's functions
12:00 pm: Meet with my supervisor
12:30 pm: Lunch
1:00 pm: Coach staff member one-to-one
2:00 pm: Participate in conference call
2:30 pm: Work on staff schedules for the next week
3:00 pm: Organize my personal schedule
3:30 pm: Break
3:45 pm: Check voice mail and email
4:00 pm: Sales meeting
5:00 pm: Coach staff member one-to-one
6:00 pm: Clean up desk, go home!
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Overtime

Overtime

If I feel I need to spend some extra time to do my job, I will come in on the weekend or stay late. Is overtime expected or required? I would say no.

The company wants me to take time with my family and to take my time off. They don't want or expect me to work a lot of overtime. That's a personal choice I make.

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Busy Times

Busy Times

At the best of times, the pace is exhilarating, and I never have to wonder what I'm going to do for the day.

In January, February and early March when people are trying to get their RRSP's lined up, our volume of calls quadruples. We can easily take over 100 calls a day.

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Structure Helps

Structure Helps

(TEXT FROM SOUND BITE)

"Although it is quite a high pace, intense environment, the structure provides peace. They give you a track to run on and it's pretty well defined and I've found that I'm quite able to work within those constraints.

"So, even though from the outside it looks like it's way more intense than what I was working at before, it's actually far easier to manage."

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Very Rewarding

Very Rewarding

Our evening team is full of skilled people that weren't feeling connected to the daytime staff. To raise their profile, I've created a weekly newsletter that's distributed to my entire team and management.

They started getting feedback in the office, became more real to the day staff, and also received recognition from our national office.

That's my most rewarding accomplishment so far.

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On Stage

On Stage

There is no such thing as a typical day in this environment. From the second I walk through the door, I'm on stage, so to speak.

While I schedule time to handle regular tasks, things come up and I need to respond to them.

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Me and My Job

ME AND MY JOB

Likes
- experiencing the youthful energy in the office
- learning new things
- dealing with people on a one-to-one basis

Challenges
- the hectic pace
- people who have difficulty adapting to change
- capable people with high absenteeism
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Helpful Information

Helpful Information

The sales and service team is often the first point of contact. I developed a presentation to inform them about what my team does, and suggested ways they could encourage a person to accept a referral to speak with an investment representative.

The results have been positive because both teams are better able to meet their targets. I'm hoping to make this presentation on a more regular basis to new staff.

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Balancing

Balancing

I can park everything when I leave here at the end of the day. When I come into the office in the morning, I plug in and another day starts.

Sometimes, my studying time can cut into family time, because we are expected to have our personal financial planning designation. I learn quickly though, so I'm able to juggle both fairly well.

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Good Fit

Good Fit

I'm really proud of the fact that the technology at the centre is state of the art. In the past year, very sophisticated yet easy to use phone technology has been introduced that improves the service we offer our clients.

The company is piloting a program called My Voice that uses voice identification instead of passwords. This technology is right up my alley.

I love to learn and I adapt really well, so it's a good fit.

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Hiring For My Job

Hiring For My Job

If I were hiring for my job, I'd want someone who:
- interacts well with people and deals well with personal situations
- works well in a hectic environment
- is willing to learn and adapts well to change
- is sensitive and empathetic
- has strong time management skills
- has a good attitude and a desire to succeed
- demonstrates a readiness to rise to the occasion

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Aha! Moments

Aha! Moments

(TEXT FROM SOUND BITE)

"My greatest love in the many careers I've had is working with people. Teaching is a big thing. When I can see the lights go on in somebody's eyes, that gives me a big boost.

"I enjoy turning on the lights in those people; they say, 'Oh!'. It's an 'Aha!' moment for them."

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My Resume

MY RESUME

Education
2002-Present: Management Development Courses, RBC Learning Services
2001-2002: Personal Financial Planning (Honours), Institute of Canadian Bankers
1994-1995: Various Insurance and Investment Training
1986: Certified General Accountant Level I & II (Honours), CGA Assoc. of MB
1983: Teaching Adults- Level 1, Red River College
1976: Bachelor of Science (Honours), U of W
1973: Medical Lab Technology Training, Red River College

Experience
2002-Present: Senior Team Leader Invest by Phone, Royal Bank Contact Centre
2001-2002: Investment Representative, Royal Bank Contact Centre
1999-2001: Account Manager - Personal Financial Services, Royal Bank
1997-1999: Personal Financial Services Representative, Royal Bank
1994-1997: Self Employed Financial Services Representative
1986-1994: Manager/Owner, Wedding Gallery, Inc.
1985-1986: Accountant, Canadian Translease Ltd.
1983-1984: Instructor - Medical Lab Sciences, Red River
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Advice

Advice

To people who want to work as team leaders in the financial industry, I would say:
- get out there and meet people: clients, peers, business leaders
- use entry-level positions to learn about day-to-day issues
- try out different roles in financial services
- look at taking Commerce courses
- learn how speak and write well

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Be Open To Change

Be Open To Change

(TEXT FROM SOUND BITE)

"Don't be afraid of learning new things because your career will change as mine has changed. And you have to be ready and willing to embrace that change and be willing to learn new things.

"So although my background might seem odd, it shows that I have been able to learn a variety of things and I do quite well at it.

"And that's because of my personal drive: I can succeed, so I will".

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Diverse Careers

Diverse Careers

Over the years, I've had several careers. After owning my own business, teaching, and then working as an accountant, I was looking for a new career.

With my age and maturity, financial services seemed like the way to go. I worked for a number of different companies first.

It took me awhile to find an employer and an environment that fit my personality, perspective and goals.

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Looked To the Future

Looked To the Future

My initial goal when I applied here was to have a position where I'd be training people. That job wasn't available so I started working in a branch.

I got into the call centre here two years ago because my branch was downsizing and my position there was going to be eliminated.

Given the changes in the industry, I realized that the Contact Centre was where the future of banking was headed.

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Good Training

Good Training

Working at the branch was good training for me. I wore many hats and worked on different things like loans, mortgages and investments.

The job I have now uses all of those past experiences and skills and I've become a better trainer and mentor because of them.

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My Future

MY FUTURE

Professional Development

My employer has a great professional development program and there are a variety of training opportunities available to me. There are things I'm required to take, but I'm also looking at courses to help me with mentoring people and managing people through change.

I'd also like to balance my human resources skills by adding to my technical skills with a Microsoft Certified Software Engineer program. TOC

Changing Technology

Changing Technology

Technology has changed remarkably since I've been here at the contact centre and I can only see that trend continuing.

As computer programs, telephones and technology itself become more sophisticated, the jobs will continue to evolve with them.

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Industry Outlook

Industry Outlook

The potential for growth in the contact centre industry is huge. People are very busy and they want to be able to deal with their finances twenty-four hours a day with either the internet or telephone.

There are all kinds of opportunities that are going to be available for programmers, sales people and managers in that burgeoning environment. The possibilities are endless.

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Future Goals

Future Goals

(TEXT FROM SOUND BITE)

"I would like to do this job well and be recognized as doing it well by having people that are successful in their careers going where they want to go.

"I would like to progress beyond this into a higher level of management. The skills are the same, you're just managing fewer people at a different level."

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Useful Links

MORE INFO

Wes' education and work experience are diverse. His ability to transfer knowledge and experience has helped him achieve success in his current job training and mentoring others.

Many people who are supervisors in the financial industry have common elements in their work experience:
- high school education
- formal training in and/or working knowledge of the financial services industry
- sales experience
- well-developed written and oral communication skills
- basic computer knowledge
- the ability to relate well to people
- volunteer or work experience with mentoring people
- a commitment to professional development

Many financial institutions offer their employees opportunities to diversify their work experience and pursue promotion. Gaining experience, demonstrating a good work ethic and having strong communication skills can open up many possibilities for growth within a company. TOC

Job Market Info

Job Market Info

The links below take you to federal and regional government information on employment, education, salary ranges and long range prospects for this career.

The official title for Wes' occupation is 'Supervisor, Investment Representatives' and its NOC* code is 1113.

Job Futures

Manitoba Labour Market Information
(Select Manitoba, the Area in Manitoba, NOC code 1113, then click Search)

Human Resources Development Canada

*Each occupation has an official name and unique number called the 'National Occupation Classification' code or 'NOC'.

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Education

Education

Useful High School Subjects*

- Math
- Business
- Computer-related courses
- English

*Source: Job Futures.ca

Below are links to various programs and courses that will you on the path to a career as an Investment Supervisor.

University of Manitoba
Asper School of Business
Management Development Programs

University of Winnipeg
Administrative Studies

Red River College
Full Time Programs
Choose any of the following:
- Business Administration
- Business Administration Integrated

Collège Saint Boniface
Administration des affaires

Brandon University
Business Administration

Assiniboine Community College - Brandon
Business Administration
(see page 99 of the pdf)

University College of the North- The Pas/Thompson
All Programs
Business Administration - page 99 of the pdf
Management - page 61 of the pdf

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Industry Association

Industry Association

The Manitoba Customer Contact Association - MCCA is a group of customer contact managers, directors and owners working together to build the industry in Manitoba.

It was created in 1997 to enhance the image of Customer Contact Centres and expand Manitoba's qualified sustainable pool of human resources. They offer support to those who are in or seek to enter the customer contact sector through networking, trade shows and training programs.

Check out the MCCA web site http://www.mcca.mb.ca/for the latest information on job postings, resumes, employer, career and employee profiles.

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Related Careers

Related Careers

Some related careers from Human Resources Development Canada web sites:

Financial and Investment Analysts (1112)

Financial Brokerage Managers (0121)

Other Financial Officers (1114)

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Professional Associations

Professional Associations

Credit Institute of Canada
A professional organization that provides education for credit and financial professionals

Canadian Bankers Association
A national organization that provides support to professionals working in the banking industry

Investment Funds Institute of Canada
A national organization that supports professionals in working with investment funds

Canadian Institute of Management
A professional organization for senior managers

Canadian Professional Sales Association
A national organization that works with sales and marketing professionals

Human Resources Management Association of Manitoba
A professional organization for human resources professionals

Canadian Council of Human Resources Associations
A national organization for human resources professionals

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