Team Lead, Client Experience Operations (Weekend Coverage)
New
W
WealthsimpleFintech Banking
Remote (Canada)Full-TimeLead
SalaryCA$68K - CA$85K
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Job Details
- Languages
- Bilingual fluency in French and English (nice-to-have)
- Required Skills
- Data AnalysisQuality Assurance
Requirements
- Proven experience in banking operations, specifically credit cards, bank drafts, and retail banking workflows.
- Strong people leadership and coaching capabilities to drive team performance.
- Data literacy with the ability to analyze metrics and operational trends.
- Proactive communication skills for team motivation and stakeholder reporting.
- Attention to detail for performance monitoring and quality assurance.
- Availability to work designated 5-day shift rotations including weekend coverage (Wednesday–Sunday, Tuesday–Saturday, or Sunday–Thursday).
- Bilingual fluency in French and English is a plus.
- Canadian Securities Course (CSC) certification is a plus.
- Prior experience leading banking or credit card support teams is a plus.
- Working knowledge of retail banking regulations and compliance is a plus.
Responsibilities
- Drive team performance and operational metrics including adherence, handle time, CSAT, and resolution time.
- Manage intraday real-time channel volume and queue allocation.
- Lead employee coaching, development, 1:1 sessions, and performance reviews.
- Oversee banking and spend operations including credit cards, bank drafts, and routine transactions.
- Handle complex client escalations and set quality standards through QA evaluations.
- Collaborate with cross-functional stakeholders in Product, Risk, and Operations to resolve systemic issues.
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