Wealthsimple - Team Lead, Wealthsimple Concierge / Gold Glove

WealthsimpleRemote - Canada$68k – $85k+ Equity6d ago

Remote Staff NA Wealth Management Fintech Concierge Team Lead Coaching Team Management Performance Management Goal Setting Reporting

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Responsibilities

Lead a team of concierge advisors and gold glove specialists to provide exceptional client service in the Wealthsimple Concierge / Gold Glove division.
Develop strategies for improving customer satisfaction through personalized financial advice, product recommendations, and timely follow-ups based on individual needs and preferences.
Collaborate with other team members and senior management to set goals, develop performance metrics, and ensure alignment of the Concierge / Gold Glove division's objectives with overall company strategy.
Monitor key performance indicators (KPIs) such as client retention rates, customer satisfaction scores, revenue growth, and referral numbers; provide regular reports to senior management on progress towards goals.
Manage the hiring process for new team members by reviewing applications, conducting interviews, evaluating candidates' qualifications and fit with company culture, and making recommendations for selection or dismissal of applicants based on merit and potential contribution to client service excellence.
Oversee training programs designed to enhance the skills and knowledge of team members in areas such as financial planning, investment management, product education, communication techniques, conflict resolution, time management, and customer relationship building; provide feedback and coaching to individual advisors on performance improvement needs identified through regular evaluations.
Participate actively in client meetings, consultations, presentations, workshops, or other events as needed by senior leadership or clients themselves; represent the Concierge / Gold Glove division professionally at industry conferences and networking functions to promote company branding and establish new business relationships with potential customers.
Maintain a high level of professionalism in all client interactions through effective communication skills, empathy, problem-solving abilities, cultural sensitivity, ethical behavior, confidentiality practices, conflict resolution techniques, and attention to detail; uphold company policies on anti-money laundering (AML), data protection, privacy, compliance with regulatory standards such as the Investment Industry Regulatory Organization of Canada's Code of Conduct for Finanscial Advisors.
Stay informed about industry trends and best practices in wealth management through continuous learning opportunities; attend relevant training sessions or workshops, read professional publications regularly, participate in peer discussions on online platforms such as LinkedIn groups or Wealthsimple's internal knowledge base forums to share insights with team members.
Maintain a positive and supportive working environment within the Concierge / Gold Glove division by fostering open communication channels among colleagues, encouraging collaboration across departments when appropriate, recognizing individual achievements publicly or privately as needed based on performance evaluations; provide constructive feedback to team members in areas of strengths and development