Senior Manager, CXO

Summary

Join Wealthsimple as a Senior Manager, CXO to lead the Transfers team, focusing on delivering fast and seamless money movement experiences for clients. You will oversee both front and back office operations, ensuring efficient processes and high client satisfaction. The role involves managing two teams, one focused on back-office operations and the other on client support. Key responsibilities include monitoring KPIs, leveraging technology for improved efficiency, and collaborating with cross-functional teams. You will prioritize initiatives that drive measurable outcomes for clients and implement process improvements using data-driven insights. Success in this role requires a passion for clients, strong leadership skills, and a proven ability to drive impact in a fast-paced environment.

Requirements

• Bachelor's degree in Business, Engineering, or a related field
• 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
• 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
• Ability to set the pace for work independently, biasing towards action to drive projects forward
• Demonstrated ability to lead cross-functional projects and drive impact in a fast-paced environment

Responsibilities

• Lead a team of two Managers, one managing a team of 30+ back office associates and one managing a team of 50+ front office agents
• Ensure we deliver fast, frictionless, and delightful money movement experiences when clients move money in and out of Wealthsimple via transfer
• Ensure the “system” is working as intended, as we process thousands of transactions and client inbound inquiries weekly
• Constant attention to KPIs and error states, leveraging technology to complete tasks faster and with greater accuracy
• Ensure adequate staffing in both front and back office for anticipated volumes
• Remove intra-team barriers to fast issue resolution
• Rethink process flows to make them more efficient
• Suggest product and process improvements
• Hold 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
• Prioritize initiatives that drive measurable outcomes for clients across our key metrics: Transfer completion time, transfer completion rate, and CSAT
• Lead a team and work across functions (product, regulatory/legal, systems and tooling, etc) to provide clarity and ensure smooth processes and client experiences
• 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
• 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
• 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
• 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