Team Lead, Account Security And Risk

Summary

Join Wealthsimple's Account Security & Risk team as a Team Lead and lead a group of 6-12 CXAs, focusing on performance and monitoring using input and output metrics. You will optimize channel performance, lead employee development, actively engage with clients, set a high-quality bar through QA, and contribute to team improvement. This crucial role bridges the Client Experience and Security teams, mitigating risks and protecting client interactions. The ideal candidate is passionate, a natural coach, accountable, thrives in client-facing situations, and embraces Wealthsimple's principles. A general understanding of fraud, AML, cybersecurity, and risk management is crucial. This role requires minimum 3 years of leadership experience and a proven track record of success.

Requirements

• Minimum of 3 years of leadership experience
• Proven track record of success, supported by measurable results
• Experience handling client escalations
• Successfully coached individuals to advance in their careers
• Experience managing client interactions involving risk or fraud

Responsibilities

• Be accountable for the performance and monitoring of a group of 6-12 CXAs, focusing on both input and output metrics
• Optimize intraday channel performance
• Lead employee development, coaching, and mentoring through: weekly 1:1 meetings, monthly “Grow” sessions, & quarterly performance reviews
• Actively engage with clients by assisting CXAs with challenging cases or handling escalations directly
• Set a high-quality bar through consistent QA evaluations and provide timely feedback to both individuals and the team
• Actively contribute to the team’s evolution and improvement
• Develop a broad understanding of Wealthsimple products and services, ensuring effective collaboration with cross-functional stakeholders to drive the best outcomes for our most valuable clients

Preferred Qualifications

• Bilingual, fluent in both French and English
• CSC (Canadian Securities Course) designation

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