Original listing text, shown exactly as published by the company.
In this role, you will be expected to
- Lead through your Team Leads: Coach, develop, and hold accountable a team of Gold Glove Team Leads, enabling them to build high-performing, client-obsessed teams
- Own team-wide performance: Set and drive KPIs including net deposit volume, transfer completion rates, CSAT, SLA adherence, and quality metrics — translating results into actionable improvements
- Shape strategy with senior leadership: Work closely with Senior Leaders to define the Gold Glove vision, roadmap, and operating model, ensuring alignment with broader CXO and Commercial objectives
- Drive process and workflow improvements: Identify systemic gaps in the onboarding journey and lead initiatives to improve efficiency, scalability, and client experience — building infrastructure that grows without sacrificing quality
- Manage complex escalations: Act as the final escalation point for sensitive client situations, applying sound judgment to protect client trust and Wealthsimple's reputation
- Lead through change: Champion organizational transitions and evolving priorities, ensuring your teams have the clarity and support needed to maintain excellence through ambiguity
- Build team culture and capability: Foster a high-performance culture where feedback is continuous, growth is expected, and every team member connects their work to Wealthsimple's mission
- Provide strategic visibility: Develop and present regular performance reporting to senior leadership, surfacing trends, risks, and opportunities across the Gold Glove function
What we're looking for
- Strategic leaders: You connect operational realities to business outcomes and articulate a clear vision while keeping execution grounded
- Multipliers: You invest in your Team Leads as leaders in their own right, scaling your impact by making the people around you better
- Commercial collaborators: You understand the relationship between exceptional onboarding and net deposit growth, and know how to partner with Sales without losing sight of the client experience
- Data-informed decision makers: You use metrics to identify trends and drive meaningful change, balanced with qualitative judgment and genuine client empathy
- Resilient change leaders: You don't just survive ambiguity — you create structure and confidence within it
- High-accountability operators: You own outcomes, not just activities — diagnosing fast, communicating clearly, and course-correcting with urgency when results are off-track
Requirements
Leadership experience: Minimum 2–3 years of people management experience, including experience managing other Team Leads
Cross-functional experience: Proven ability to partner with Sales, Operations, or Product teams to drive shared outcomes
Client-facing background: Experience owning complex client relationships and high-stakes escalations at a leadership level
Communication skills: Exceptional written and verbal communication; able to present to senior leadership, facilitate difficult conversations, and align diverse stakeholders
Nice to Have
- Previous experience in financial services or fintech in a leadership capacity
- Familiarity with Canadian wealth management, brokerage operations, or high-net-worth client service
- Experience managing teams through periods of significant growth or organizational change
- Bilingual capabilities in French and English
- Comfort with data visualization and performance reporting tools
