Requisition ID: 269894
PurposeThe Senior Manager, Advisor Services is a strategic leader responsible for advancing the advisor experience and driving the successful adoption, optimization, and evolution of the Total Wealth ecosystem across International Wealth Management (IWM).
Reporting to the Director, Total Wealth Solutions, the incumbent serves as a key advisor and strategic partner to Wealth Advisors, Sales Leaders, Country Leadership teams, and business stakeholders across IWM. The role is accountable for ensuring advisor needs, business priorities, and client experience objectives are incorporated into platform strategy, capability development, and change initiatives.
The Senior Manager leads advisor engagement and feedback programs, drives advisor adoption and enablement strategies, influences platform prioritization decisions, and partners with cross-functional stakeholders to deliver scalable solutions that enhance advisor productivity, client engagement, and business outcomes.
Acting as the voice of the Advisor within IWM, the incumbent leverages advisor insights, adoption analytics, best industry practices, and business strategy to identify opportunities that simplify workflows, improve effectiveness, and maximize value realization from key advisor platforms including client relationship management, financial planning, investment proposal, and advisory solutions.
IWM's footprint spans 10+ jurisdictions across the Pacific Alliance, Latin America, Caribbean, and international markets, supporting multiple wealth management businesses including Private Banking, Brokerage, Trust, Asset Management, and Pensions. Success in this role requires strong leadership capabilities, wealth management expertise, stakeholder influence, strategic thinking, and bilingual fluency in English and Spanish to support diverse advisor populations across multiple international markets.
AccountabilitiesLead Advisor Experience Strategy and Represent the Voice of the Advisor- Serve as the primary advocate for Advisor needs, ensuring advisor perspectives are integrated into platform roadmaps, business initiatives, and strategic priorities.
- Build and maintain trusted relationships with Advisors, Sales Leaders, Wealth Executives, Country Leadership teams, and key business stakeholders across IWM.
- Lead advisor engagement programs including IWM Advisor Experience Council, advisory panels, focus groups, listening sessions, Voice of the Advisor initiatives, and change champion networks.
- Establish and oversee advisor feedback management processes, ensuring insights are effectively translated into actionable recommendations.
- Analyze advisor journeys, workflows, pain points, and service experiences to identify opportunities to improve advisor effectiveness and client outcomes.
- Provide strategic recommendations to business and platform leadership based on advisor feedback, adoption metrics, and industry trends.
- Monitor advisor experience trends across markets and business lines and identify opportunities to improve consistency, efficiency, and advisor satisfaction.
Drive Advisor Adoption, Enablement and Change Leadership- Lead the development and execution of advisor adoption, readiness, and change management strategies for platform enhancements and business initiatives.
- Establish enablement frameworks that drive advisor engagement, proficiency, and adoption across key Total Wealth capabilities.
- Oversee the creation and delivery of advisor-facing communications, training programs, learning content, job aids, webinars, and knowledge-sharing activities related to Advisor Platform & capabilities.
- Partner with business leaders and country stakeholders to ensure effective deployment and adoption of new capabilities across markets.
- Monitor adoption, utilization, engagement, and Advisor NPS metrics, providing strategic insights and recommendations to senior leadership.
- Leverage advisor sentiment, feedback data, and behavioral analytics to identify adoption risks, barriers, and opportunities.
- Act as an escalation point for advisor concerns, adoption challenges, and platform-related issues, ensuring timely resolution and continuous improvement.
- Champion advisor-centric ways of working promote collaboration, effectiveness, and a culture of continuous learning.
Lead Platform Enhancement Prioritization and Continuous Improvement- Partner with Advisors, Technology, Product, Operations, and business stakeholders to define and prioritize platform enhancement opportunities aligned to business objectives and advisor needs.
- Lead the intake, evaluation, and prioritization of advisor-driven enhancements, ensuring decisions are supported by business value, advisor impact, client outcomes, and strategic alignment.
- Establish governance processes for managing enhancement backlogs, requirements, prioritization frameworks, and stakeholder decision-making forums.
- Provide leadership in business requirements definition, solution design discussions, testing strategies, and business readiness activities.
- Oversee user acceptance testing and validation activities to ensure solutions meet business objectives and advisor expectations.
- Measure post-implementation outcomes, including advisor adoption, satisfaction, efficiency improvements, and business impact.
- Drive continuous improvement initiatives focused on simplifying advisor workflows, reducing operational friction, and improving the end-to-end advisor experience.
- Identify opportunities to leverage data, automation, and emerging best practices to improve advisor productivity and client service delivery.
Core / Foundational- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Ensures adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Contribute to a high-performance environment and motivates by fostering an inclusive work environment, communicating vision/values/business strategy and managing and development planning for the team.
Qualifications & ExperienceRequired- 5-8+ years of experience in Wealth Management, Private Banking, Brokerage, Financial Planning, Advisor Enablement, Business Strategy, Advisor Platforms, or related disciplines.
- Understanding of advisor workflows, and advisor technology ecosystems
- Experience directly supporting Advisors and business stakeholders in a wealth management environment.
- Experience gathering, prioritizing, and translating business requirements into actionable business outcomes.
- Strong analytical skills with experience using adoption metrics, business performance indicators, and customer sentiment data.
- Experience leading training, communications, change management, and business adoption initiatives.
- Exceptional stakeholder management and communication skills with the ability to influence without direct authority.
- Experience working across international markets and cross-functional teams.
- Fluent in English and Spanish (written and verbal).
Preferred- Experience with CRM, Financial Planning, Portfolio Management, Advisory, or Wealth Management platforms.
- Knowledge of Advisor NPS, Voice of Advisor programs, journey mapping, and human-centered design methodologies.
- Experience supporting Pacific Alliance, Latin American, and Caribbean wealth businesses.
Working ConditionsWork in a standard office-based environment; non-standard hours are a common occurrence. Limited/moderate/extensive (update as appropriate) travel domestically/internationally/globally.
#SWM
Location(s): Canada : Ontario : Toronto
