Director, Contact Centre Operations

November 12

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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

• Lead the strategic development, evolution and scaling of our Level 1 CX teams at our BPO partner(s) to transform them into a world class client experience function for our clients. • Define what we need to be successful at our BPO teams across all facets (processes and workflows, tools, systems, training, change management, workforce management, culture…) to cultivate a best-in-class client experience operation. Partner with all our internal and BPO teams to build what is required to deliver on our goals. • Define fit-for-purpose and ambitious performance, quality and customer satisfaction goals, and hold our BPO partner(s) accountable for achieving them. • Manage a high performing internal team who will partner with internal and BPO leadership in the day to day management, ensuring continuous feedback loops and supporting escalation pathways. • Drive a culture of operational excellence and continuous improvement, both with our internal teams and BPO partners. • Ensure that outsourced partner(s) embody and amplify the company’s brand, values, and standards in every client interaction. • Be a thought partner to our BPO partners and internal stakeholders on developing new strategies and opportunities prepare new use cases / workflows to be outsourced and ongoing process improvements. • Lead all aspects of vendor management with our BPO Partners - commercial and operational. • Evaluate how and when to expand to different geographies / vendor partners looking at cost, opportunities, and efficiencies. • Establish feedback loops that amplify the voice of the client across the organization in our everyday operations. • Champion our BPO Partner(s) internally to ensure we keep them top of mind in decision making.

🎯 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 vision and strategy, drive alignment across cross functional stakeholders, and translate strategic goals into operational outcomes. • 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. We believe in doing our efficient research upfront and implementing it in an iterative way that allows us to learn and correct as we go. We don’t believe in endless meetings. • Acts without being told what to do. Brings new ideas to Wealthsimple.

🏖️ 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