Purpose of the Role:The Team Lead, Client Services leads a team of Client Service Associates to deliver exceptional service to high-net-worth clients. Reporting to the Manager, Client Services, this role combines team leadership with hands-on client service responsibilities. The Team Lead fosters a collaborative, client-focused culture, coaches and develops team members, and drives continuous improvement in service delivery and operational processes.
Core Responsibilities:Team Leadership
- Supervise day-to-day activities of the Client Services team, balancing workload and shifting priorities to ensure excellent client service.
- Coach, mentor, train, and develop Client Service Associates; manage performance and provide input on hiring decisions.
- Set clear goals and expectations for team members, ensuring alignment with business objectives.
- Ensure policies, procedures, and manuals are up to date and adhered to.
- Lead and coach through errors and escalations, resolving issues and documenting outcomes.
- Investigate discrepancies and issues with custodians (e.g., NBIN).
- Identify and implement opportunities for team effectiveness, client satisfaction, and retention.
- Collaborate with other leads and managers in Client Operations and Private Wealth to enhance the end-to-end client experience.
- Build strong relationships with key custodians, managing adherence to service level agreements.
- Lead ad hoc projects and stay current on industry trends and regulatory changes.
Client Service Delivery
- Collaborate with Advisory and Private Wealth teams to provide administrative expertise and personalized client service.
- Work directly with clients to complete documentation and ensure regulatory compliance.
- Execute client requests for non-financial changes, managing the process from start to finish.
- Liaise with custodians and insurance carriers to execute client requests, proactively escalating as needed.
- Maintain client data and perform data integrity checks for quality control.
- Provide backup support to other team members as necessary.
- Actively engage in ongoing learning and development.
Required Skills & Qualifications:- 3-5 years of client-facing experience in financial services, with exposure to both front- and back-office operations and dealing with custodians.
- Previous experience and/or training in leading, coaching, mentoring, and delegating tasks to team members is an asset.
- Strong problem-solving skills, with the ability to escalate complex issues efficiently and drive timely resolutions while ensuring client and stakeholder satisfaction.
- Experience leading and coordinating projects, ensuring effective execution and alignment across stakeholders and team members.
- In-depth knowledge of Registered Plan products, including rules, regulations, and their application, with hands-on experience processing transactions and troubleshooting related inquiries.
- Solid understanding of Canadian investment securities, including industry processing standards, compliance requirements, and CRA guidelines.
- Proficiency in Microsoft Outlook, Excel, and Word, with experience using CRM platforms (e.g., Salesforce).
- Strong client service and relationship management skills.
- Exceptional attention to detail and accuracy.
- Excellent verbal and written communication skills in English.
- Collaborative team player.
- Self-starter with the ability to take initiative, think critically, and independently seek out information and solutions.
- Undergraduate degree in business, finance, or a related field is an asset.
- Industry certification (e.g., CSC, CIM) is an asset.
Compensation & Benefits Package:This position comes with a competitive base salary hiring range of
$80,000-$90,000dependent on experience, skills, qualifications and internal equity.
At Nicola Wealth, our people grow our business, delight our clients, and live our values every day. Our comprehensive compensation and benefits package reflects our appreciation for this commitment. Whether it's participating in our profit sharing and benefit programs on day one, or the opportunity to participate in our share ownership program, our people are able to go beyond a conventional salary and bonus structure. To learn more about our complete package, visit: www.nicolawealth.com/total-rewards.
This role is a current vacancy within Nicola Wealth.
Please include both a cover letter and resume in support of your application.
