Position Overview

The Team Leader, Advisor & Client Support is responsible for enabling, coaching, and supporting Advisor & Client Support team members in their day-to-day work. This role provides practical guidance on service inquiries, client-facing systems, digital service channels, advisor support processes, and complex or time-sensitive situations, helping staff build confidence, apply sound judgment, and deliver consistent, high-quality support.

This is an existing vacancy.

By monitoring workflow, reinforcing service standards, removing roadblocks, and helping team members resolve issues effectively, the Team Leader strengthens team capability, improves service consistency, and contributes to an elevated Advisor and client experience.

Duties and Responsibilities

• In this role, you will support best-in-class service delivery while providing day-to-day guidance, coaching, escalation support, and operational oversight for Advisor & Client Support Representatives and Senior Advisor & Client Support Representatives.
• Act as a primary escalation point for more complex advisor inquiries, service-impacting issues, workflow questions, access challenges, navigation concerns, troubleshooting matters, and issue resolution requiring judgment, ownership, and cross-functional follow-through.
• Support inbound phone and email service delivery by helping team members manage competing priorities, maintain professionalism under pressure, and provide timely, knowledgeable, and consistent support across standard and more complex service matters.
• Act as a service liaison between Advisors, advisor teams, internal business partners, technology teams, operations, compliance, branch teams, and Head Office to ensure issues are effectively triaged, escalated, tracked, communicated, and resolved.
• Coach, guide, and support team members by sharing knowledge, reinforcing service expectations, helping resolve day-to-day questions, and building confidence in supported systems, processes, and service practices.
• Support the growth and development of team members by providing regular coaching, constructive feedback, and practical guidance that helps staff build confidence, strengthen capabilities, and continue progressing in their roles.
• Help identify individual learning needs, knowledge gaps, and development opportunities, and partner with the Manager to support targeted learning plans, cross-training, onboarding, and skill-building activities.
• Create a supportive team environment by encouraging questions, sharing best practices, recognizing progress, and helping team members apply learning to real service situations.
• Support staff readiness for new processes, system changes, and service expectations by translating updates into clear guidance, reinforcing key messages, and helping team members adapt with confidence.
• Support Advisors and advisor teams in adopting and optimizing client-facing tools that enhance practice efficiency, client engagement, service consistency, and overall delivery of the client experience.
• Take on leadership responsibilities related to system enhancements, communication initiatives, process changes, testing support, special projects, service readiness activities, and team implementation efforts that improve the Advisor and client experience.
• Proactively engage with Advisors, team members, and internal partners to anticipate support needs, address emerging issues, reinforce service standards, and ensure timely resolution of matters that may impact Advisors, advisor teams, or end clients.
• Monitor workflow, service volumes, escalation themes, capacity pressures, and operational priorities to help ensure work is completed accurately, consistently, and within established timelines.
• Identify recurring service themes, system pain points, escalation trends, knowledge gaps, and process improvement opportunities, and contribute practical recommendations that strengthen service delivery, operational effectiveness, team capability, and user confidence.

Qualifications

• Strong financial services background, preferably in wealth management, brokerage, banking, mutual funds, operations, client service, digital support, advisor support, or team leadership.
• Experience supporting client-facing systems, digital platforms, online access, user navigation, troubleshooting, service inquiries, workflow management, or technology-enabled service channels is strongly preferred.
• Strong computer skills, including Microsoft Windows, Excel, Word, Outlook, and the ability to quickly learn and support internal platforms and digital tools.
• Minimum 5-7 years of industry experience, preferably in an IIROC/CIRO-regulated environment, with experience in client service, advisor support, operations, digital support, retail service delivery, or high-volume service environments.
• Minimum 3-5 years of experience in a senior service, operational leadership, team lead, coaching, or advisor support capacity is preferred.
• Previous experience providing day-to-day leadership, guidance, or oversight to staff in a service, operations, advisor support, contact centre, or financial services environment.
• Experience supporting employee growth through onboarding, training, knowledge transfer, cross-training, peer support, or development-focused conversations.
• Ability to lead by example, build trust with staff, reinforce accountability, and create a supportive environment where team members feel equipped to ask questions, learn, and perform effectively.
• Experience supporting teams in a call centre, contact centre, or high-volume service environment, including oversight of inbound phone and email queues, service levels, response times, and daily workflow priorities.
• Demonstrated ability to help staff balance service quality, efficiency, professionalism, and urgency when managing high inquiry volumes, competing priorities, and time-sensitive client or Advisor support matters.
• Experience using call centre or service environment insights, such as call drivers, escalation trends, service themes, capacity pressures, and quality observations, to coach staff, identify improvement opportunities, and support consistent service delivery.
• Ability to maintain team focus, composure, and accountability in a fast-paced service environment while reinforcing standards for responsiveness, ownership, documentation, escalation handling, and client-focused communication.
• Strong understanding of financial services operations, account processes, technology-enabled service delivery, service standards, escalation management, and the importance of effective Advisor and client experiences.
• Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and confidently with Advisors, advisor teams, clients, internal partners, and team members.
• Strong proficiency in English. Fluency in French is highly desirable.
• Ability to work flexible shift hours between 8:00 a.m. and 6:00 p.m., Monday to Friday, to support service coverage and business needs.

The expected annualized base salary range for this role is $85,000-$105,000 annually. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual's skill, experience, education and training, and the consideration of internal equity.
Richardson offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a group RRSP matching plan and paid time off.