Job description
We are looking for a dynamic, strategic and tech-first Senior Manager, CXO to lead our Transfers client experiences (front office) and operations team (back office). As Senior Manager of the Transfers team, you’ll be tasked with ensuring we deliver fast, frictionless, and delightful money movement experiences when clients move money in and out of Wealthsimple via transfer. The successful candidate will need to ensure the “system” is working as intended, as we process thousands of transactions and client inbound inquiries weekly. This will mean constant attention to KPIs and error states, leveraging technology to complete tasks faster and with greater accuracy, ensuring adequate staffing in both front and back office for anticipated volumes, removing intra-team barriers to fast issue resolution, rethinking process flows to make them more efficient, suggesting product and process improvements, and holding team members to a high quality bar (in particular in communications with clients), all to ensure we are delivering accurate, simple, fast, and delightful experiences to our clients. The role will support a team of two Managers, one managing a team of 30+ back office associates (who monitor transfer completions with technical and regulatory knowledge, who process cheques, and who communicate with OFIs on stuck transfers, among other things), and one managing a team 50+ front office agents (who interface with clients to help resolve incoming issues).
In this role you will have the opportunity to:
- Client Impact Focus: Prioritize initiatives that drive measurable outcomes for clients across our key metrics: Transfer completion time, transfer completion rate, and CSAT.
- Be a collaborative leader: Lead a team and work across functions (product, regulatory/legal, systems and tooling, etc) to provide clarity and ensure smooth processes and client experiences.
- Map People & Technology: Collaborate with cross-functional teams to map out the intersection of people (clients, customer support, and internal stakeholders) and technology (platforms, AI, and tools) to create seamless and impactful experiences.
- Process Improvement: Challenge the status quo of our existing experiences; transfers are inherently complex and driving improvements at every step of the client journeys will help speed up resolution for clients and drive down toil for the business.
- AI & Technology Implementation: Leverage AI and cutting-edge technologies to drive greater productivity, higher accuracy, and faster resolutions for clients. Work with the current toolset to ensure that processes are efficient and impactful.
- Outcome-Driven Decision Making: Use data-driven insights to prioritize suggested improvements based on their expected impact on business outcomes. Make both “big bet” and “small bet” decisions in line with each team’s goals.
What we are looking for:
- Bachelor’s degree in Business, Engineering, or a related field.
- Domain experience - 7+ years of experience in strategy, operations, product management, client experience, or a related role within Tech or financial services
- 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. Ability to set the pace for work independently, biasing towards action to drive projects forward
- Shipping Mentality: Demonstrated ability to lead cross-functional projects and drive impact in a fast-paced environment. We don’t believe in spending forever analyzing and debating. The best way to validate something is to ship it — so let’s ship it, learn, and iterate.
Please apply by May 26th 2025.
