Client Experience Manager, Transfers

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13 hours ago

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Wealthsimple

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Finance • Fintech • Investing

Wealthsimple is a financial technology company based in Canada that offers a range of investment and financial services. They provide managed investing options with custom portfolios tailored to individual goals, and offer self-directed investing to take control of trading stocks, ETFs, and cryptocurrencies commission-free. Wealthsimple also provides high-interest cash accounts, various retirement savings accounts, and a comprehensive set of tools for personal finance management. With over 3 million users, they emphasize low fees, transparency, and personalized financial advice.

501 - 1000 employees

Founded 2014

💸 Finance

💳 Fintech

💰 Private Equity Round on 2021-05

📋 Description

• Own elevated client experience processes such as (but not limited to) High Risk Escalation, Tax Experts, High Net Worth, Onboarding including design, project management and implementation. • Combination of IC work and team leadership, leading CXAs, SCXAs and TLs. • Empower a motivated team of client experience associates and team leads to deliver an amazing client experience; no matter what - do what's right for each client. This means setting the tone for a feedback culture and getting your hands dirty with team leads to ensure everyone has the resources and competencies they need to be successful. • Act as the subject matter expert for your assigned client experiences and work to continuously improve the employee and client experience. This will include working with Senior Managers or the Senior Director of Client Experiences to set the Vision, Mission, and OKRs (objectives and key-results) for your experiences. • Be accountable for meeting or exceeding KPIs (key performance indicators); Capacity, Quality (CSAT, and QA), and SLAs (service level agreements). • Build solid feedback loops with Product Managers to elevate client pain points and drive solutions to root-causes with Senior Managers or the Director of Client Success. • Work across multiple teams including Product, Marketing, Sales, Training and Quality Assurance to identify operational and workflow improvements that drive productivity with an innovative approach. • Ability to handle tickets that are escalated or part of the backlog as we scale where needed.

🎯 Requirements

• 2-4 years + people management experience. • 4-6 years of experiences standing up new processes/teams • A proven track record of success - can demonstrate measurable and meaningful results from previous experience. • Coaching team-lead experience. • Experience working with cross functional teams (Marketing, Sales, Product, Engineering, and/or Operations) to drive meaningful improvement to the client experience. • People leadership - experienced at leading, coaching, and driving others to action (Client Success, financial services or startup team would be a plus). • Collaboration - awesome people skills and a positive attitude. Your team will interact with hundreds of clients each day through a variety of channels (phone, online). You will also be a direct link with product and operations teams to continuously improve our client experience. • Proactive & assertive - acts without being told what to do. Takes full ownership over work and proactively seeks help and input when needed. • Organization & planning - Plans, organizes, and schedules in a productive manner, allowing for a focus on key priorities. This also means you are results driven, always making sure the best outcomes are attained given constraints. • Ability to learn and establish themselves as an expert - demonstrates a natural curiosity. Approaches all situations with a growth mindset, willing to explore, learn and establish themselves as an expert in critical areas of the role. • Communication - You understand that in this role you will need to work directly with a Senior Manager or Director of Client Success to help communicate the teams strategy and tactics. This involves pulling information from management, synthesizing this information, and then delivering it to help motivate and inspire the team. You will also need to know how to pull up information from the team and communicate this information to influence long-term strategy and tactics.

🏖️ Benefits

• Competitive salary with top-tier health benefits and life insurance • Retirement savings matching plan using Wealthsimple for Business • 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