Wealthsimple
TORONTO, ONTARIO /BUSINESS TEAMS – CLIENT EXPERIENCE / PERMANENT FULL TIME
/ REMOTE
In this role, you’ll be responsible for:
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- 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
Job information can change without notice
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