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Senior Manager, Client Experience Operations (CXO) - Client Experiences

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Canada

Offer summary

Qualifications:

8+ years of experience in a leadership role within client experience or onboarding, preferably in tech or fintech., 5+ years in a leadership role with a proven ability to set vision and coach teams., Strong communication skills to convey complex ideas clearly and effectively., Proficient in process mapping and improvement, with a keen understanding of technology and AI solutions..

Key responsabilities:

  • Lead and manage multiple teams focused on delivering exceptional client experiences for high net worth clients.
  • Collaborate with cross-functional teams to design and implement scalable client processes and solutions.
  • Utilize data analytics to assess client program effectiveness and optimize engagement strategies.
  • Foster a culture of collaboration and continuous improvement within the client experience teams.

Wealthsimple logo
Wealthsimple Financial Services Large https://www.wealthsimple.com/
501 - 1000 Employees
See all jobs

Job description

Your career is an investment that grows over time!

Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $50 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

We are looking for a dynamic and strategic Senior Manager, CXO to lead our elevated client experiences teams at Wealthsimple. With Wealthsimple's commitment to attract new clients—especially those in higher assets under management tiers—this‬ ‭role will be instrumental in launching new services for High Net Worth (HNW) clients. This individual needs to be a strong people leader, with a hyper focus on quality and the ability to build multiple teams to: onboard new clients, support clients onboarding to new products, providing support to high net worth clients and supporting our Sales teams. In this role, you will oversee the Gold Glove Team, build new Onboarding Teams as well as oversee the Private Wealth Specialist team and stand up a new high net worth customer support team. The role requires a combination of big-picture thinking, strong leadership, and an obsession with putting the client first. As a key member of the leadership team, you will champion the voice of the client across the organization and partner with Sales, Data Science, Product, Engineering, Operations and Marketing to enable exceptional client experiences in and outside of our products. Our ideal hire is passionate about our clients. You have a strong vision for how we delight our clients at scale as well as the ambition and drive to roll-up their sleeves and help us deliver it.

In this role you will have the opportunity to:
  • Leadership & Team Management: Foster a culture of collaboration, accountability, and continuous improvement. Ensure teams are motivated, aligned and focused on delivering exceptional client experiences. 
  • Client Excellence: Continuously guide the teams in their development, evaluation, and improvement of the processes to ensure that the client experience is seamless, efficient, and aligned with Wealthsimple’s values. 
  • Experimentation & Innovation: Partner with other CXO leaders on the creation and execution of new experiments designed to test and validate new approaches to client experiences. Manage multiple experiments at once, from ideation to launch, ensuring each solution is scalable and impactful. Work with tech partners to utilize forward thinking technologies (AI) to achieve results. 
  • Onboarding Team Leadership: Take responsibility for the Gold Glove Team, as well as adding additional teams to ensure this premium service team delivers the highest levels of care and support to high-value clients. Work side by side with Tech Lead to ensure that this team is adequately equipped with tools, processes, and strategies to provide personalized, top-tier client experiences. Add new team members and evolve the strategy and mandate of this team. 
  • High Net Worth (HNW) Team Leadership: Manage multiple teams that serve different functions across the HNW functions. Design efficient and effective scalable processes for the Private Wealth Specialist team. Work closely with the commercial team on servicing clients collaboratively. 
  • Cross-functional Collaboration: Work closely with marketing, sales, product, R&D, analytics, and CX teams to create solutions that solve client needs, drive business goals, and support future product growth. Work side by side with Tech Lead on end to end solutions both with internal tooling and product enhancements.
  • Process Design & Scalability: Design and implement scalable elevated client processes that are future-proof and adaptable to growing client needs. Strive to create frictionless, efficient systems that will scale with Wealthsimple’s growth while maintaining a high level of personalized service. Design and implement Wealthsimple’s first dedicated support experience for HNW‬ ‭ clients, crafting a “private banking at scale” model that delivers personalized service to‬ ‭ this high-tier segment.‬ 
  • Client-Centric Mindset: Keep the client at the forefront of all decisions and ensure that the onboarding process always provides value. Identify client pain points and take action to remove friction, improve satisfaction, and create delightful experiences. 
  • Analytics & Reporting: Leverage data to continuously assess the effectiveness of all client programs and solutions. Utilize insights to improve performance, optimize client engagement, and ensure that onboarding initiatives align with KPIs.
  • Strategic Thinking & Growth: Lead with a strategic mindset by identifying long-term opportunities to enhance the elevated client experiences and drive business growth. Stay ahead of trends in client experience and onboarding technologies to future-proof Wealthsimple’s processes.

    • What we are looking for:
  • Domain experience - 8+ years of experience in a leadership or management role within client experience, sales, customer success, elevated client experiences or onboarding, ideally within a tech or fintech company.
  • People leadership - Has 5+ years in a leadership role and has a demonstrated ability to set a vision and strategy and coach.
  • Passion for clients - Is incredibly passionate about our clients and our products.
  • Developing leaders & teams - Has demonstrated experience leading, building, coaching and empowering strong leaders and teams, both with & without authority.
  • Communication - Is an excellent communicator and able to convey complex ideas succinctly and with great precision.
  • Prioritization & problem-solving - Has great analytical and prioritization skills. Approaches problems from first-principles. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority.
  • Process mapping / process improvement - Is able to identify opportunities and options for improving processes and how we operate.
  • Execution - Has a move-fast mentality. We believe in doing our efficient research upfront and implementing it in an iterative way that allows us to learn and correct as we go. We don’t believe in endless meetings (or many at all).
  • Proactive & assertive- Acts without being told what to do. Brings new ideas to Wealthsimple.
  • A keen understanding of technology (AI) and how solutions can help to achieve our goals.
    • Please apply by April 18th.

    Why Wealthsimple?
    🤑 Competitive salary with top-tier health benefits and life insurance
    📈 Retirement savings matching plan using Wealthsimple Work
    🌴 20 vacation days per year and unlimited sick and mental health days
    📚 Up to $1,500 per year towards wellness and professional development budgets respectively 
    🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year 
    🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
    💖 Company-wide wellness days off scheduled throughout the year

    We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

    Read our Culture Manual and learn more about how we work.

    DEI Statement
    At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. 

    Accessibility Statement
    Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.

    Required profile

    Experience

    Industry :
    Financial Services
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Interaction ManagementProcess ImprovementCross-Functional CollaborationAnalyticsCustomer CentricityBest ExecutionEmployee OnboardingFinanceGame Ai

    Other Skills

    • Strategic Thinking
    • Leadership
    • Team Management
    • Coaching
    • Prioritization
    • Communication
    • Problem Solving
    Are you interested?

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