Team Lead, Client Experience Operations – Weekend Coverage

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a team of 10–15 Client Experience Associates dedicated to core banking and spending products.

• Supervise daily contact center functions, managing real-time channel volume and queue distribution.

• Track input metrics such as adherence, handle time, missed pings, resourcefulness, and occupancy.

• Assess output metrics including First Response Time, Resolution Time, CSAT, QA scores, Solves/Productive Hour, and Public Comments/Productive Hour.

• Conduct weekly one-on-one meetings and structured coaching sessions.

• Lead Monthly Career Growth Sessions and complete Quarterly Performance Reviews.

• Address credit card inquiries, bank draft requests, and standard banking transactions.

• Ensure adequate training, quality control, and coverage across banking products.

• Manage difficult client cases and high-priority escalations personally.

• Perform QA evaluations and offer actionable feedback.

• Identify operational challenges and enhance team efficiency.

• Collaborate with stakeholders in Product, Risk, and Operations to resolve systemic client concerns.

⛳️ Requirements

• Must be fully available for all weekend-inclusive 5-day shift rotations: Wednesday–Sunday, Tuesday–Saturday, and Sunday–Thursday.

• Proven experience and capability to lead a team of 10–15 Client Experience Associates.

• Comprehensive knowledge of credit cards, bank drafts, daily retail banking procedures, and banking operations.

• Ability to provide clear, customized coaching and performance feedback.

• Strong attention to detail in QA and operational performance metrics.

• Capacity to synthesize strategy, inspire a team, and relay frontline insights to leadership.

• Comfortable with analyzing operational data and recognizing trends.

• Proficient in managing high-stakes client interactions and complex escalations.

• Bilingual fluency in French and English is advantageous.

• Canadian Securities Course (CSC) certification is a plus.

• Previous experience leading banking or credit card support teams is a plus.

• Familiarity with retail banking regulations and compliance requirements is advantageous.

• Legally authorized to work in Canada.

🏝️ Benefits

• Comprehensive health benefits and life insurance.

• Long-term group savings plan with employer matching through Wealthsimple for Business.

• 20 vacation days annually.

• 4 wellness days each year.

• Unlimited sick and mental health days each year.

• Opportunity to work outside Canada for up to 90 days a year.

• Access to employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.

• Equity compensation for permanent employees.