Senior Specialist, BPO Operations Excellence

Senior Specialist, BPO Operations Excellence 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 https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. 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 - Drive Operational Excellence: Partner daily with BPO leadership to own performance rhythms. You will manage outcomes by ensuring BPO teams embody and amplify Wealthsimple’s brand, values, and standards in every interaction. - The WFM/Ops Bridge: Own daily operational monitoring—tracking service level adherence, quality, CSAT, and handle time. You will diagnose root causes, understanding not just whether we hit targets, but why, and what changes will close the gap. - Continuous Improvement Engine: Lead and prepare operational reviews with our partners. You will approach problems from first-principles to identify and lead initiatives involving workflow friction, transfer patterns, or quality trends. - Vendor Accountability: Serve as the primary operational liaison, building relationships based on transparency and accountability. You will hold partners to ambitious performance goals while serving as a thought-partner for new strategies. - Feedback Loop Mastery: Synthesize what agents and clients are telling us into structured, actionable insights for our internal Product, R&D, and Engineering teams. Skills You’ll Bring - The "Block" Experience: 7+ years of contact centre experience with at least 4+ years specifically overseeing BPO/Vendor relationships. You understand the leverage points for improvement in a multi-site environment. - Strategic Execution: Demonstrated ability to translate high-level strategic goals into daily operational outcomes. You know how to balance what needs to be done with what is possible to do. - The Dual Lens (Ops + WFM): Robust knowledge of Workforce Management (WFM) fundamentals (forecasting, scheduling, and occupancy) and how they directly affect client outcomes. - Analytical Storytelling: You have a sharp analytical mind and strong data instincts. You can interpret complex performance trends and translate them into clear, succinct narratives for senior leadership. - Exceptional Communication: You run tight meetings, write sharp summaries, and can convey complex ideas with great precision, whether you are talking to a BPO Team Lead or a VP. - Move-Fast Mentality: You are self-directed and action-oriented. You don’t wait for a full brief to start creating structure in ambiguous situations. Nice to Haves - AI-First Mindset: Curiosity and experience in how automation (LLMs, anomaly detection, or streamlined r ... (truncated, view full listing at source)