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 urgency when results are off-track

Requirements:

Leadership experience: Minimum 2-3 years of people management experience, including experience managing other Team Leads

Cross-functional experience: Proven ability to partner with Sales, Operations, or Product teams to drive shared outcomes

Client-facing background: Experience owning complex client relationships and high-stakes escalations at a leadership level

Communication skills: Exceptional written and verbal communication; able to present to senior leadership, facilitate difficult conversations, and align diverse stakeholders

Nice to Have:

• Previous experience in financial services or fintech in a leadership capacity
• Familiarity with Canadian wealth management, brokerage operations, or high-net-worth client service
• Experience managing teams through periods of significant growth or organizational change
• Bilingual capabilities in French and English
• Comfort with data visualization and performance reporting tools

Why Wealthsimple?

🌸 Top-tier health benefits and life insurance

Long-term group savings with employer match, through Wealthsimple for Business

20 vacation days, 4 wellness days, and unlimited sick and mental health days per year

90 days away: work outside Canada for up to 90 days per year

Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS

We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.

ICYMI

Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work - whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.