INACTIVE
Full-Time
Director – Client Success
Automated investment management and financial advisory service
Financial Services
Senior
Toronto, ON, Canada
Requirements
- Domain experience: Has had experience working with a BPO and scaling the operations from to thousands of agents across multiple sites, languages and time zones
- People leadership - Has 8+ years in a leadership role and has a demonstrated ability to set a vision and strategy and coach
- Client Success Experience - Has 8+ years of experience in scaling Customer Support teams
- Passion for clients - Is incredibly passionate about our clients and our products
- Developing leaders & teams - Has demonstrated experience leading, building, coaching and empowering strong leaders and teams, both with & without authority
- Communication - Is an excellent communicator and able to convey complex ideas succinctly and with great precision
- Prioritization & problem-solving - 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
- Process mapping / process improvement - Is able to identify opportunities and options for improving processes and how we operate
- Execution - 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 (or many at all)
- Proactive & assertive- Acts without being told what to do. Brings new ideas to Wealthsimple
Responsibilities
- Spearheading the execution of scaling exceptional client experiences to millions of clients working with our BPO and internal teams: Client Success, CX Operations and Portfolio Management
- Over time transforming the Client Success organization from reactive to a proactive engagement model
- Instilling our company values within our BPO in how we work day in and day out
- Ensuring the BPO delivers on strong service levels and KPIs, a thought leader for what success looks like across Tier 1 support
- Partnering with a BPO partner and internal stakeholders to prepare new use cases / work flows to be outsourced and ongoing process improvements
- Leading all aspects of vendor management with our BPO Partner(s) - commercial and operational
- Evaluating how and when to expand to different geographies / vendor partners
- Establishing feedback loops that amplify the voice of the client across the organization in our everyday operations
- Partnering cross-functionally to eliminate toil from the client experience
- Championing our BPO Partner(s) internally to ensure we keep them top of mind in decision making
- Building, coaching and empowering a strong team to bring your collective vision to life alongside Wealthsimple's rapid growth
Company Stage
N/A
Total Funding
$915.9M
Headquarters
Toronto, Canada
Founded
2014
Growth & Insights
Headcount
6 month growth
↑ 12%1 year growth
↑ 14%2 year growth
↓ -7%INACTIVE