Operations Team Lead

In this role, you'll:

• Lead and manage a team of Operations Associates and Senior Associates by establishing clear performance standards and expectations, while providing ongoing coaching and structured guidance to support both current role excellence and career advancement.

• Empower direct reports to go beyond day-to-day ticket processing by actively engaging them in cross-functional projects and strategic initiatives that drive meaningful impact across the team and the broader organization.

• Monitor team performance metrics and leading indicators to ensure adherence to internal SLAs and other key benchmarks. Conduct independent root cause analyses in response to significant performance variances and develop scalable, solutions-oriented mitigation strategies.

• Deliver timely and constructive performance evaluations for Associates and Senior Associates, develop and facilitate individualized employee development plans, and execute delegated work assignments with a high degree of quality and accountability.

• Maintain hands-on involvement in ticket processing to develop and sustain a deep understanding of internal workflows. Leverage this knowledge to manage client escalations effectively by engaging the appropriate stakeholders or driving independent resolution of complex issues.

• Demonstrate proficiency in SQL and leverage data visualization tools to build and maintain dashboards that track project progress, surface key insights, and support data-driven decision-making.

• Identify and champion opportunities for process optimization and operational improvement within your area of ownership, contributing to a culture of continuous improvement.

• Have ability to update processes regularly based on the improvements being made and based on the regulatory requirements for each process.

Core Capabilities

• Coaching - You have great people skills and know how to give and receive feedback. You tailor your approach and make those around you better!

• Attention to Detail - You sweat the details. You know what top tier performance looks like because you have been a top tier performer and you know how to find the details that help your colleagues take performance to the next level.

• Proactive & assertive - You spot opportunities before they become problematic. This can be team KPIs, individual performance, or escalations. When you spot an opportunity, you jump on it.

• Communication - You understand that in this role you will need to work directly with the team manager to help communicate the team's strategy and tactics. This involves pulling information from management, synthesizing this information, and then delivering it to help motivate and inspire the team. You will also need to know how to pull up information from the team and communicate this information to your manager to influence strategy and tactics.

• Results Driven - Wealthsimple is a data driven organization and you feel comfortable using and manipulating data to drive insights that help drive tangible team results.

• Stakeholder Management - You are skilled at navigating relationships across teams and levels of the organization. You know when and how to engage the right people to drive alignment, resolve escalations, and move initiatives forward.

• Problem Solving & Root Cause Analysis - You approach challenges with a structured, analytical mindset. When performance dips or issues arise, you are able to independently investigate, identify root causes, and develop thoughtful, scalable solutions rather than quick fixes.

• Project & Initiative Ownership - You are comfortable owning and driving initiatives end-to-end. You manage competing priorities with clarity and follow through on commitments with a high degree of accountability.

Requirements

• Minimum 2-3 years operations work experience, and at least 1 year leading a team

• Have a proven track record of success (can be backed up with measurable results)

• Have a Bachelor’s or Master's degree in Finance, Economics, Accounting or related field

Nice-to-haves

• Having in-depth knowledge of the banking and finance industry is highly desirable

• Have knowledge of regulatory bodies and how other financial institutions operates to comply with the different regulations from different bodies (CIRO, FINTRAC, etc)

• Have Automation experiences - ability to understand and build your own automations from scratch