Senior Manager, Business Process Outsourcing

Summary

Join Wealthsimple's Business Process Outsourcing (BPO) team as a Senior Manager and spearhead the execution of a strategy to deliver exceptional client experiences at scale. You will champion the client's voice, partner with various teams, and lead vendor management. This role requires strong leadership skills, experience with BPO operations, and a passion for client success. You will build and coach a team, ensuring the BPO delivers on service levels and KPIs. The ideal candidate possesses a move-fast mentality and a proactive approach to problem-solving. Wealthsimple offers a competitive salary and benefits package.

Requirements

• Has had experience working with a BPO and scaling the operations of agents across multiple sites, languages and time zones
• Has 5+ years in a leadership role and has a demonstrated ability to set a vision and strategy and coach
• Is incredibly passionate about our clients and our products
• Has demonstrated experience leading, building, coaching and empowering strong leaders and teams, both with & without authority
• Is an excellent communicator and able to convey complex ideas succinctly and with great precision
• 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
• Is able to identify opportunities and options for improving processes and how we operate
• Has a move-fast mentality
• Acts without being told what to do. Brings new ideas to Wealthsimple

Responsibilities

• Spearhead the execution of scaling exceptional client experiences to millions of clients working with our BPO and internal teams
• Instill our company values within our BPO in how we work day in and day out
• Ensure the BPO delivers on strong service levels and KPIs, a thought leader for what success looks like across Tier 1 support
• Partner with our BPO partner and internal stakeholders to prepare new use cases / work flows to be outsourced and ongoing process improvements
• Lead all aspects of vendor management with our BPO Partner(s) - commercial and operational
• Evaluate how and when to expand to different geographies / vendor partners
• Establish feedback loops that amplify the voice of the client across the organization in our everyday operations
• Partner cross-functionally to eliminate toil from the client experience
• Champion our BPO Partner(s) internally to ensure we keep them top of mind in decision making
• Build, coach and empower a strong team to bring your collective vision to life alongside Wealthsimple’s rapid growth

Preferred Qualifications

Bilingualism in French and English is considered a strong asset

Benefits

• 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