Location: This position will be based out of our Winnipeg or Toronto office.

Our organization :

Founded in 2017, Wellington-Altus Financial (Wellington-Altus) is the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc.—the top-rated* investment dealer in Canada and one of Canada’s Best Managed Companies. With nearly $40 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers and their high-net-worth clients.

• Investment Executive 2025 Brokerage Report Card.

The opportunity: Reporting to the Senior Manager, Advisor Experience the Manager, Advisor Experience is responsible for overseeing the day-to-day operations, managing team members, and maintaining high standards of quality and customer satisfaction. They play a crucial role in fostering a positive work environment, resolving conflicts, and promoting teamwork and collaboration.

Key responsibilities include:

• People Management
• You need to provide direction, guidance, and support to team members by setting clear expectations, defining goals, and motivating team members to achieve them.
• You are responsible for evaluating the performance of the team members on a regular basis. This includes providing feedback, coaching for improvement, and conducting performance appraisals.
• Identify areas for training and provide opportunities for learning and skill development.
• Allocate resources such as time, manpower, and budget to ensure that client service operations run smoothly. You need to prioritize tasks, assign responsibilities, and manage workload distribution among team members.
• You need to ensure that information is communicated effectively within the team, as well as between the team pods and other stakeholders. Encourage open dialogue, address concerns, and keep everyone informed about relevant developments.
• When conflicts arise within the team, you are expected to step in and facilitate resolution and foster a positive work environment.
• You will participate in the recruitment process by interviewing candidates and oversee the training of new employees, ensuring they are properly onboarded and equipped with the necessary skills to perform their roles effectively.
• You are responsible to enforce company policies and procedures within the team, promoting adherence to ethical guidelines, maintaining confidentiality, and upholding quality standards in client service delivery.
• Relationship Building
• Responsible for ensuring requests submitted through our ticketing system are managed within SLAs.
• Establish clear expectations for professionalism, courtesy, and empathy in all communications.
• be the first point of contact for escalations and address them promptly and effectively by resolving complaints, clarifying misunderstandings, or mediating conflicts to preserve the client relationship.
• Cultivate a client-centric culture within the team by emphasizing the importance of putting Advisors first in all interactions. Promote a mindset of continuous improvement and innovation to enhance the client experience.
• Set up regular feedback sessions with advisor teams and identify trends or patterns and adjust service strategies accordingly. Follow up on previous feedback and confirm any service adjustments made to cater to the feedback.
• You lead by example in building rapport with advisor teams, our custodian NBIN and inter departments. Coach the team to take genuine interest in Advisor team’s needs and concerns, and foster trust and loyalty through personalized interactions.
• Recognizing and celebrating team members' successes in building strong client relationships reinforces positive behaviors and motivates continued excellence in client service.
• Other Operational Duties
• Requires a comprehensive grasp of NBIN back-office protocols and adept communication skills to effectively relay them to advisory teams and other partners.
• Attend weekly ticket reviews with NBIN, analyzing trends, and proactively addressing any issues that fall outside of SLA.
• Will play a key role in identifying training opportunities for both the team and the firm.
• Will continuously strive to enhance workflows and processes, ensuring an exceptional advisor experience.
• Assume responsibility for weekly reporting to the Senior Manager, detailing various data points, trends, and statistics.
• Collaborate with other departments as needed to facilitate the development of organizational processes and procedures.
• Responsible for maintaining and updating the team's guide and training plans.
• Undertakes additional responsibilities as delegated.

The ideal candidate will possess:

• Bachelor’s degree or diploma in Business Administration or similar field of study.
• 5-8 years’ financial services industry experience working in a high growth environment.
• 2+ years of client service Experience.
• 2+ years’ experience in a leadership or Manager role preferably in client service team.
• Equivalent combination of education and experience may be considered.
• CSC certification and management related courses are considered an asset.
• Proficiency with the MS Office suite, including Word, Excel, PowerPoint, Teams, and Outlook.
• Ability to inspire, motivate, and guide team members towards achieving common goals, while also fostering a positive and inclusive work environment.
• Excellent verbal and written communication skills.
• Deep understanding of client needs and expectations, with a commitment to delivering exceptional service and building long-term relationships.
• Strong analytical and critical thinking skills to identify issues, develop solutions, and make timely decisions to resolve client and team-related challenges.
• Experience in recruiting, training, and managing a diverse team.
• Ability to manage conflicts and difficult situations diplomatically, with a focus on finding mutually beneficial resolutions and maintaining positive relationships.
• Flexibility to adjust to changing priorities, client demands, and operational requirements while maintaining high standards of service delivery.
• Effective prioritization and organizational skills to manage workload, meet deadlines, and ensure optimal utilization of resources.
• Capacity to work collaboratively with other departments and NBIN to address client needs, share best practices and contribute to organizational success.

Conditions of employment:

• Must be legally eligible to work in Canada.
• Must be able to travel 0-5% of the time.
• A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.

Wellington-Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.

If you require accommodation for the recruitment process, please let us know at the point of application.

To apply: Click the Apply for This Job button to submit your resume, cover letter and salary expectations. You will be contacted if you are selected for an interview. More information about working at Wellington-Altus can be found on our website at www.wellington-altus.com.