Senior Manager, Business Process Outsourcing

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23 days old

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Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $50 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

About the role:
As the Senior Manager on the Business Process Outsourcing (BPO) team, you will be responsible for executing an outsourcing strategy to deliver best-in-class, effortless experiences to all clients at scale through our BPO. As a key member of the leadership team, you will champion the voice of the client across the organization and partner with Data Science, Product, Engineering, Operations and Marketing to enable exceptional client experiences in and outside of our products. Our ideal hire is passionate about our clients. They have a strong vision for how we delight our clients at scale as well as the ambition and drive to roll-up their sleeves and help us deliver it.

In this role, you will have the opportunity to:

  • Spearhead the execution of scaling exceptional client experiences to millions of clients working with our BPO and internal teams
  • Instill our company values within our BPO in how we work day in and day out
  • Ensure the BPO delivers on strong service levels and KPIs, a thought leader for what success looks like across Tier 1 support
  • Partner with our BPO partner and internal stakeholders to prepare new use cases / work flows to be outsourced and ongoing process improvements
  • Lead all aspects of vendor management with our BPO Partner(s) - commercial and operational
  • Evaluate how and when to expand to different geographies / vendor partners
  • Establish feedback loops that amplify the voice of the client across the organization in our everyday operations
  • Partner cross-functionally to eliminate toil from the client experience
  • Champion our BPO Partner(s) internally to ensure we keep them top of mind in decision making 
  • Build, coach and empower a strong team to bring your collective vision to life alongside Wealthsimple’s rapid growth

    • What we're looking for:

  • Domain experience - Has had experience working with a BPO and scaling the operations of agents across multiple sites, languages and time zones.
  • People leadership - Has 5+ years in a leadership role and has a demonstrated ability to set a vision and strategy and coach.
  • 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.

    • Nice-to-have:

  • Bilingualism in French and English is considered a strong asset.
    • Why Wealthsimple?
    🤑 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

    We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

    Read our Culture Manual and learn more about how we work.

    DEI Statement
    At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. 

    Accessibility Statement
    Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.
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