Senior Specialist, BPO Operations Excellence

Job description

Build something people love

Wealthsimple's mission is to help everyone achieve financial freedom – by making financial services simple, transparent, and low-cost. We're Canada's largest fintech, trusted by over 3 million clients with more than $100 billion in assets. We move fast, we own our work, and we care deeply about the people using our products. If that sounds like you, keep reading.

We're proud of what we've built — and we're just getting started. Read our Culture Manual and learn more about how we work.

Client Experience Operations · Individual Contributor
Location: Remote
Travel: Monthly within Canada; Quarterly to Greece

The Role
Wealthsimple’s Client Experience Operations (CXO) team is scaling fast, and with scale comes the need for world-class operational rigour. We operate a multi-site BPO model serving clients across various time zones, and we need an Operational Mechanic to ensure our partners deliver a fast, frictionless, and high-quality experience.
As the Senior Specialist, BPO Operations Excellence, you are the critical "on-the-ground" bridge between Wealthsimple and our BPO partners in Canada and Greece. Reporting to the Director of Contact Centre Operations, you will be responsible for transforming outsourced teams into operationally excellent functions. You are the person who identifies issues before they become problems and drives the continuous improvement work that keeps our operations running at their best.

What You’ll Do