Manager, Gold Glove

Manager, Gold Glove 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. About the Team: The Gold Glove team partners with our Commercial organization to help clients onboard their funds to Wealthsimple. We practice extreme ownership, working with clients from initial contact through transfer completion. As a high-touch service team, we prioritize quality and proactive client support throughout the onboarding journey. As Manager, Gold Glove, you will lead a team of Team Leads and their respective Gold Glove Associate and Senior Associate teams, overseeing the end-to-end onboarding experience for Wealthsimple's highest-value clients. You will partner with Senior Leaders to set the strategic direction of the Gold Glove function, driving performance at scale, and serving as a key partner to Sales and cross-functional stakeholders. This is a high-impact leadership role at the intersection of client experience, commercial growth, and operational excellence. In this role, you will be expected to: - Lead through your Team Leads: Coach, develop, and hold accountable a team of Gold Glove Team Leads, enabling them to build high-performing, client-obsessed teams - Own team-wide performance: Set and drive KPIs including net deposit volume, transfer completion rates, CSAT, SLA adherence, and quality metrics — translating results into actionable improvements - Shape strategy with senior leadership: Work closely with Senior Leaders to define the Gold Glove vision, roadmap, and operating model, ensuring alignment with broader CXO and Commercial objectives - Drive process and workflow improvements: Identify systemic gaps in the onboarding journey and lead initiatives to improve efficiency, scalability, and client experience — building infrastructure that grows without sacrificing quality - Manage complex escalations: Act as the final escalation point for sensitive client situations, applying sound judgment to protect client trust and Wealthsimple's reputation - Lead through change: Champion organizational transitions and evolving priorities, ensuring your teams have the clarity and support needed to maintain excellence through ambiguity - Build team culture and capability: Foster a high-performance culture where feedback is continuous, growth is expected, and every team member connects their work to Wealthsimple's mission - Provide strategic visibility: Develop and present regular performance reporting to senior leadership, surfacing trends, risks, and opportunities across the Gold Glove function What we're looking for: - Strategic leaders: You connect operational realities to business outcomes and articulate a clear vision while keeping execution grounded - Multipliers: You invest in your Team Leads as leaders in their own right, scaling your impact by making the people around you better - Commercial collaborators: You understand the relationship between exceptional onboarding and net deposit growth, and know how to partner with Sales without losing sight of the client experience - Data-informed decision makers: You use metrics to identify trends and drive meaningful change, balanced with qualitative judgment and genuine client empathy - Resilient change leaders: You don't just survive ambiguity — you create structure and confidence within it - High-accountability operators: You own outcomes, not just activities — diagnosing fast, communicating clearly, and course-correcting with ... (truncated, view full listing at source)