Director, Contact Centre Operations at Wealthsimple

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Proven track record of building and scaling outsourced operations (BPO) across multiple sites, languages, and time zones ensuring operational excellence, cultural alignment, and performance consistency on a global scale
8+ years of progressive leadership experience with a demonstrated ability to set clear goals
Deeply passionate about clients with a clear vision for delighting them at scale
Thrives in ambiguity, creating structure and clarity
Builder mindset: opinionated, hands-on, ambitious, and moves incredibly fast
Values collaboration, humility, and creating inclusive high-performing teams

Responsibilities

Lead the strategic development, evolution, and scaling of Level 1 CX teams at BPO partner(s) to transform them into a world-class client experience function
Define requirements for success at BPO teams (processes, workflows, tools, systems, training, change management, workforce management, culture) and partner with internal and BPO teams to build them
Define fit-for-purpose and ambitious performance, quality, and customer satisfaction goals, and hold BPO partner(s) accountable
Manage a high-performing internal team partnering with internal and BPO leadership for day-to-day management, continuous feedback loops, and escalation pathways
Drive a culture of operational excellence and continuous improvement with internal teams and BPO partners
Ensure outsourced partner(s) embody and amplify the company’s brand, values, and standards in every client interaction
Be a thought partner to BPO partners and internal stakeholders on new strategies, use cases, workflows, and ongoing process improvements
Lead all aspects of vendor management with BPO partners—commercial and operational
Evaluate expansion to different geographies/vendor partners based on cost, opportunities, and efficiencies
Establish feedback loops to amplify the voice of the client across the organization
Champion BPO partner(s) internally to keep them top of mind in decision-making

Skills

BPO

Contact Centre Operations

Outsourcing Strategy

Client Experience

Operations Leadership

Continuous Improvement

Change Management

Strategic Development

Team Scaling

Cross-Functional Collaboration

Wealthsimple

Digital platform for investing and financial management

About Wealthsimple

Wealthsimple provides a range of financial tools that help individuals manage their money effectively. Their services include automated investing, where users can set up investment accounts that automatically adjust based on market conditions, and commission-free stock trading, allowing users to buy and sell stocks without paying fees. They also offer cryptocurrency investments for those interested in digital currencies and a straightforward tax filing service that is designed to be quick and user-friendly. Wealthsimple stands out from its competitors by focusing on young professionals and tech-savvy individuals, providing a digital platform that is easy to navigate and understand. The company's goal is to simplify financial management, making it accessible to everyone by using technology to create a more personal and approachable experience in finance.

Toronto, CanadaHeadquarters

2014Year Founded

$826.6MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Life Insurance

401(k) Company Match

401(k) Retirement Plan

Paid Vacation

Unlimited Paid Time Off

Professional Development Budget

Wellness Program

Remote Work Options

Paid Holidays

Risks

Increased competition from zero-commission brokers could erode Wealthsimple's market share.

Invite-only rollout of Wealthsimple Cash may limit user adoption and growth.

Rapid cryptocurrency adoption pressures Wealthsimple to innovate its offerings continuously.

Differentiation

Wealthsimple offers a human-centric approach to finance with user-friendly digital tools.

The company provides a seamless platform for investing, trading, saving, and tax filing.

Wealthsimple targets young, tech-savvy professionals seeking accessible financial management solutions.

Upsides

Wealthsimple's AUA reached $50 billion, indicating strong market presence and growth potential.

The rise of AI-driven advisory services can enhance Wealthsimple's personalized investment offerings.

Fractional shares' popularity aligns with Wealthsimple's target demographic, boosting user acquisition.

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